In this talk, Ceri Jones discusses the elements required to implement a successful problem management practice.


Ceri Jones


6:00pm - Refreshments and networking
8:00pm - Estimated finish time


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.

About the speaker

Ceri JonesCeri Jones

Ceri’s IT career spans more than 25 years, and has been spent working within the financial services industry.

Initially specialising in operating systems, servers, networks and datacenters, he discovered that problem management actually had an application in the real world when reviewing the details of many years’ IT incidents as part of a service improvement initiative.

Understanding the reasons why incidents occur has convinced him that organisations should embrace ISO/IEC 20000 and ITIL service management practices.

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This event is brought to you by: BCS Edinburgh branch

Digging into Problem Management - Edinburgh branch
Date and time
Wednesday 1 February, 6:00pm - 8:00pm
Skyscanner Limited
Quartermile One
15 Lauriston Place
This event is sold out