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IT can have immediate benefits throughout the service and support organization, yet many organizations still struggle with creating / maintaining an effective Problem Management process and group. Pete’s presentation covers:
1.The discipline of creating relevant categorization / taxonomy (incident typing / grouping)
2.Formal and preferred Root Cause Analysis methodologies
3.Integrating Problem / Change management to execute the recommendation / long-term solution.
4.Continuous measuring / reporting / marketing of the ‘actual’ eliminated calls
5.Best practices of ‘getting into the detail’ and what to ‘Get out of the detail’