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Beyond Root Cause: My 11 Years in the Practice of Problem Management Yvette Steward ITIL Foundation Certified since 1998 Certified Practitioner Support & Restore
Presentation Objective ,[object Object]
Presentation Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Mission in 1997 ,[object Object],[object Object],[object Object],[object Object]
The ITIL Processes Implemented CM Configuration Mgmt Roles & Responsibilities IM Incident Mgmt PM Problem Mgmt Change Change Mgmt SLM Service Level Management
Problem Management Success Enablers ,[object Object],[object Object],[object Object]
A Single Tool Suite for all Processes ,[object Object],[object Object]
Enterprise-Wide Process Compliance ,[object Object],[object Object],[object Object]
Enterprise-Wide Process Expectations ,[object Object],[object Object],[object Object]
The Glue: Enterprise-wide defined Roles & Responsibilities Diagram copied from v2 ITIL Service Support Blue Book
The Playbook noun ,[object Object]
From “Fixed” to.. ,[object Object],[object Object]
From Process Expectations to Process Compliance
The Benefits of Enterprise-Wide Process Compliance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Committed Leadership ,[object Object],[object Object],[object Object]
Problem Management Challenges ,[object Object],[object Object],[object Object]
Transformation from Reactive to Proactive ,[object Object],[object Object]
Incident Management Data ,[object Object],[object Object],[object Object]
Action Items ,[object Object]
Management Reporting ,[object Object],[object Object]
PM Continuous Improvement ,[object Object],[object Object],[object Object]
Encouraging/Listening to Feedback ,[object Object]
Resource Allocation ,[object Object]
Recurring PM Meetings ,[object Object]
Success!
Questions

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Beyond Root Cause White Font

  • 1. Beyond Root Cause: My 11 Years in the Practice of Problem Management Yvette Steward ITIL Foundation Certified since 1998 Certified Practitioner Support & Restore
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  • 5. The ITIL Processes Implemented CM Configuration Mgmt Roles & Responsibilities IM Incident Mgmt PM Problem Mgmt Change Change Mgmt SLM Service Level Management
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  • 10. The Glue: Enterprise-wide defined Roles & Responsibilities Diagram copied from v2 ITIL Service Support Blue Book
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  • 13. From Process Expectations to Process Compliance
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