Digging into Problem Management

Service failures can have impacts beyond simply time and money - they could cost you your business.

Problem management is the ISO/IEC 20000 and ITIL process that aims to prevent service failures, from the perspective that prevention is better than cure.

In this talk Ceri Jones discusses the elements required to implement a successful problem management practice, what you really need to do to prevent recurring issues, and how to recognise when problem management’s not working as it should.

Ceri’s material has been developed with Michael Hall, author of the BCS published book Problem Management: An implementation guide for the real world.

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