Prior to Nor(DEV):Con 2020, on Wednesday Feb 26, 2020, we will be hosting workshops at the Kings Centre. Further Details can be found here https://nordevcon.com/workshops
Tickets can be purchased for £20 from the main Eventbrite Conference site:
https://nordevcon-2020.eventbrite.co.uk/?aff=meetupworkshops
_(RSVPs on Meetup are optional, Eventbrite tickets are required!)_
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# Michael Davey presents "ITIL Problem Management Methodology"
Troubleshooters are special people. They are able to walk into a mess and make sense out of it. They have a knack for recognising problems earlier than most and before the customer notices. They find the root cause and fix it in a way that means the problem stays fixed. Really good troubleshooters think ahead and avoid problems before they happen. Learn how they do it and how to acquire the same skills.
This workshop is ideal for employees and students at all levels who are required to troubleshoot, root cause, make decisions or implement plans. It is particularly suitable for managers who are just about to create a new customer service department, for students just about to enter the marketplace and for senior executives who want to improve the performance and efficiency of existing engineering, customer service, manufacturing or operations teams.
## Overview
- Understanding your situation/environment
- Defining the problem
- Linking symptoms to cause
- Common problems
- Information gathering techniques
- Fault-finding exercises
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Michael is a Software Architect and member of the BCS.
His 22-year career has included the design and maintenance of IPTV networks (predominantly Fibre-to-the-Home) and IPTV set-top-boxes. He has experience in multi-million dollar consumer electronics and networking projects, including the design, procurement, project management, installation and commissioning of broadcast, broadband and Internet-of-things solutions.
He holds a BEng(Hons) from Brunel University.
