For some reason it is very unusual for an IT organization to have a process in place for identifying or managing major problems, or even to recognise that there is such a thing as a major problem.

When one of these happens they tend to react with panic, ad hoc project teams, and lack of clear direction or steering. This masterclass invites participants to identify some major problems that they’ve been involved in, and consider the business impact, the activities they used to address their problems, and how long it took to bring them under control. We’ll then try to come up with a definition of what a major problem is and maybe even define a trigger they can use to initiate major problem management.

When: 20th January 2015
Where: ITSMF UK

SOURCE: itsmf.co.uk