Learn about the impact and source of (recurring) incidents and IT (in)stability. Shane Chagpar and David Frank of Kepner-Tregoe discuss the benefits of an end-to-end problem-solving approach to service excellence and introduce four strategies to achieve greater IT stability via Incident and Problem Management. 
 
Key take-aways:
  • Sources of IT instability and the impact on the customer
  • Why we struggle as more stakeholders get involved
  • The power of structured thinking, data gathering and visualization in the context of incident and problem management
  • How to increase IT stability through an end-to-end approach
  • From reactive to proactive problem management: maximizing the value of your analysis
 

Webinar Slides