Incident Problem & Availability Management – The New Holy Trinity

Have been asked to speak on Problem Management at an itSMF event next year. My topic? Incident Problem & Availability Management – The New Holy Trinity. This is my presentation outline: We all know that Incident and Problem Management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user’s perspective though, availability is the name of the game. While most organisations have the basics covered with Incident Management, how many use Problem & Availability Management to look at the underlying cause of Incidents at a service as well as a component level? This presentation will be a practical guide on how to use Incident and Availability Management to support your Problem Management Process and improve both quality of service and the business perception of IT.