BCS SMSG Master-class series presents: Reactive? Proactive? It’s all Problem Management

Monday 14 January 2013

18.00 Registration, with talks commencing at 18.30

BCS, 1st Floor, The Davidson Building, 5 Southampton Street, London, WC2E 7HA | Maps

Free to attend for BCS Members. £15.00 (+VAT) for Non-Members

Michael Hall, IT Management Consultant, author and wildly passionate about real-world Problem Management
There is an ongoing debate about reactive versus proactive problem management, generating a lot of heat, but not much light, as the saying goes. This presentation summarises what problem managers need to focus on, to maximise the benefits of both, moving past the argument to a practical, beneficial position. We identify the most important things to get right about reactive problem management and how best to make a difference with proactive problem management.

Back in March 2012 we had Michael Hall cover a case study on problem management - this January he returns to provide an update on what we have learned since about real world problem management - one of the areas that did not develop greatly in the 2011 version of ITIL - while allowing the SMSG to once again promote this difficult component of service management. Getting problem management right is commonly found to be the biggest driver of success in Service Management implementations and maximising the return on investment in IT.

As well as talking about reactive and proactive problem management, Michael will present some more statistics that demonstrate which are the most important elements of the problem management process to get right. The SMSG will run a panel at the end where the audience is invited to debate the presentation as well as the subject in general.
About Michael:
Michael has over 20 years experience in IT, developing and leading teams, managing change programs and implementing Service Management. A specialist in Service Operations, he founded Problem Management as a global function at Deutsche Bank and is a Chartered IT Professional in Service Management. He recently earned a Masters degree in Business and Technology from the Australian Graduate School of Management and is currently working on priSM® certification.  


PDF Icon Michael Hall - Reactive Proactive Problem Management

Reactive? Proactive? It’s all Problem Management (mp3 - 78mb)