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Thursday, August 9 2018
1:00pm - 2:00pm

Unlock the Hidden Treasure ? Justifying Problem Management


**Thursday, August 9, 2018 from 1:00PM to 2:00PM US Eastern Daylight Saving Time**

**_**_Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on ?Unlock the Hidden Treasure ? Justifying Problem Management?, scheduled for 1PM EDT on Thursday, August 9, 2018._**_**
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Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?

Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a ?last resort? when no one knows what else to do.

In reality, problem management is key to improving the performance of IT and improving the customer?s view of IT?s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.

This session will cover:

Investigating the hidden treasure ? What does it take to get problem management ?off the ground?; the who, what, where, when and why of problem management
* Searching for the hidden treasure ? Gather your team and start mapping metrics for problem management
* Digging up the hidden treasure ? How to start - the approach to implementing problem management
* Protecting the hidden treasure ? Retain the value - keeping the momentum with problem management


Driving the success of an organization is a significant task. The foundation for success is the balancing of innovation, quality, risk, and cost effectiveness while approaching service delivery from a holistic approach considering people, processes, and technology. Services and products that are aligned to business objectives and outcomes are evidence of that success.

With over 30 years of applying IT Service Management principles, I have experienced many different and diverse requirements and applications of those principles. My experience includes Service Management practitioner roles, tool/application implementation, process analysis and design, cyber resilience, account management, project management, management of delivery organizations, training development and delivery, and organizational change management.

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