The Problem with Problems

Why they persist for months or years.

happen all the time, in their thousands per minute.
are unwanted events or missing desired events.
are persistent incidents that you have difficulty fixing.

A persistent problem is one where at least one attempt at resolution has been made. While the problem has been the subject of multiple discussions, it continues however to persist, presenting a significant challenge.

The problem has been carefully reviewed by subject specialists, yet the underlying dynamics of the issue have remained elusive. It could even be that diagnostics seem contradictory.


This two-day workshop will examine the nature of persistent problems and provide an overview of resolution approaches.
What kind of business?
Any business: from solopreneur upwards.
Who is it for?
Solo Entrepreneurs
SME Company Directors
Senior Managers
C-1 Management protégés
Management KTP Associates
Why attend?
Know what can go wrong with incident analysis.
Obtain an understanding of the frameworks that can assist in identifying the true root causes of persistent problems.
Business benefits
Improve problem-solving skills.
Spend less time trying to fix persistent problems and more time on enhancements and new features.
Topics Covered
  1. Introduction to the event-incident-problem hierarchy.
     - Comparing the early history of the influenza vaccine to a Service Desk performance improvement.
  2. Identifying why 'bad events' do not reach the Incident Management phase.
     - extending the traditional event-incident-problem hierarchy.
  3. Introduction to the Cynefin model
     - five types of problem.
     - The "Keep It Simple, Stupid" (KISS) fallacy
  4. Reasons why persistent problems do not get resolved.
     - Why traditional Root Cause Analysis (RCA) fails with not-simple problems
     - Creating a culture for reporting incidents.
  5. The four roles needed in a problem-solving team.
     - Why an outsider, without specialist subject matter knowledge, is useful.
  6. How to interpret contradictory diagnostics
Key Take-Aways
Avoid the "Keep It Simple, Stupid" (KISS) fallacy
Recognise the "Adverse Events" gap
When is a problem not a problem? When it's …
Bordon BASE, Barbados Road, Bordon, Hampshire, GU35 0FX.
Fareham Innovation Centre, Meteor Way, Fareham, Hampshire, PO13 9FU.
This is not a 'hybrid' event: there will be no remote attendance.
Spring 2023
Dates to be confirmed: a consecutive Tuesday & Wednesday
£1,700 for the two days
Includes refreshments and midday meal.
Booking and Waiting List
If you're interested in being advised when the details are confirmed, or to be informed of future dates, please write to enquiries@esm.solutions.
Dress code
Business casual.

Next Steps
Service Desk & IT Support Show 2022


12 May 2022: Service Desk & IT Support Show 2022 (SITS-22), ExCeL, London.


An audience of about 100, mainly Service Desk managers.