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306 -  Value-driven Problem Management: Effective Diagnosis & Root Cause Analysis
 Wednesday, November 07, 2007, 3:30 PM - 4:30 PM
Speakers:
Julie L. Mohr
Principal Research Analyst and Author
BlueprintAudits.com

Julie L. Mohr is the Principal Research Analyst and Author at BlueprintAudits.com. For over 15 years, she has been passionate about service and support management providing imaginative insight and dynamic leadership to transform service and support organizations into best practice, customer-focused environments. She has helped over 50 organizations including many Fortune 100 companies to implement Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide, researching industry trends and publishing over 150 articles on best practices. Julie has developed a support organization maturity model and audit methodology utilized by thousands of organizations to identify weaknesses and develop improvement plans. She is an expert worldwide instructor in multiple industry frameworks including ITSM, KCS and COBIT. Julie is a certified Helpdesk Director and certified ITIL® Service Manager. She is currently serving as VP of Membership for the itSMF LIG in Sacramento, a faculty member with HDI and participated on the HDI Support Center Certification (SCC) standards committee. Julie is the author of Mapping Support Processes: Blueprint for Success, The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry portal for practitioners at www.blueprintaudits.com. She is a member of IEEE Computer Society, ISACA, HDI, itSMF and the Association of Support Professionals. Julie is a graduate of The Ohio State University with a Bachelor of Science degree in Computer Science.
Session Description:
Incident management is often the first process utilized when introducing a quality assurance framework to a service desk. Problem Management can assist incident management by providing management reporting on historical data and trend analysis. This session allows participants to differentiate between these two approaches and their impact on customer service.

Participants in this session will gain and understanding of:

  • The Incident Management Process: Objective, Activities, Roles & Relationships, Problems & Benefits
  • Problem Management Process: Objective, Activities, Roles & Relationships, Problems & Benefits
  • Incident & Problem Relationship
  • Incident to Problem to Change Lifecycle
  • Problem Management Approach
  • Culture, Problem Solving, Metrics, Inputs & Outputs, Cause & Effect, Pareto Analysis, Major Problem Reviews, and Success Factors
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