ITIL problem management drill-down / get past scratching the surface with Jon Nelson, March 2012 HDI Philly event

Problem management is one of the "big three" processes of most direct concern to the Help Desk, namely Incident, Problem, and Service Request management.  In this session, Jon Nelson covers the Problem Management process and how the Help Desk function plays a role in it, including the relationship between incidents and problems and how they connect in practice. This interactive session will cover twelve key topics in problem management that require decisions and action in organizations:

• The value of Problem Management
• Problem Record Fields
• Known Error Record Fields
• Proactive Problem Management
• Coding Structure
• Review and Audit
• Tooling matters
• Integration with Incident Management
• Roles and Responsibilities
• Techniques
• Metrics
• Management Reports

Location:  LiquidHub, 500 E. Swedesford Rd, Suite 300, Wayne,  PA 19087  Date:  Wednesday,  March 14, 2012 Time:  Noon to 4:00 PM (ET)  Lunch Provided! Agenda:

• 12:00 pm       Registration
• 12:15 pm       Networking, Lunch provided
•   1:00      pm   LogMeIn - Diamond Chapter Sponsor Introduction
•   1:10      pm   Keynote -   Jon Nelson - Pultorak & Associates,      Ltd.
•  2:45      pm  Break , Wrap Up
•  3:00  pm       Tour LiquidHub's Operations Performance Center

Registration is FREE to HDI members and guests are welcome!   Please Join us! Click here to register.