Pre-3: HDI Problem Management Professional


Sunday, October 14 at 8:30 AM

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Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). The HDI Problem Management Professional may be a role and not a position within some organizations or a full time position in others. These professionals perform both reactive and proactive problem management and may assist with high priority incidents in order to minimize business impact. Through case study exercises, participants will learn how to design, integrate, and implement a process that includes both reactive and proactive problem management activities. This high-energy workshop is filled with interactive discussion points, practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for problem management.

Keplyn Robinson

HDI Certified Instructor

In IT service management for over twenty years educating and advising organizations all over the US and Europe. She began her career in radiology software where she quickly realized her love for training. Her dynamic, interactive style of teaching has brought accolades from every level of IT. After gaining her ITIL v3 Expert certification she has worked with many different organizations from higher education and healthcare to government and retail organizations helping guide the design and implementation of best practices that enabled these organizations to meet and exceed their business goals. Throughout her career she has helped certify thousands of professionals in achieving their ITIL foundation and practitioner’s certifications.