Pre-6: HDI Problem Management Professional


Monday, April 9 at 8:00 AM

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Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). The HDI Problem Management Professional may be a role and not a position within some organizations or a full time position in others. These professionals perform both reactive and proactive problem management and may assist with high priority incidents in order to minimize business impact. Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

James Bolton

President
ProPoint Solutions

Jim Bolton is an HDI Certified Instructor, founder and president of Propoint Solutions, ITSM consultant, courseware developer, trainer, author, and speaker at conferences around the world. He is coauthor of the IBP book Problem Management: A Practical Guide. Jim holds an MBA in technology management and is certified as an ITIL Expert and as an ISO/IEC 20000 Consultant. In recognition of his industry contributions, Jim received the Information Technology Industry Legend Award in 2014