Home | About us | Date: 25/01/2022

Problem Management
The Senior Consultant was Brett Andrews, an ITIL subject matter expert.
Brett has over 20 years experience of managing Service Desks and hence incidents and problems, plus implementing Problem Management as a process, for various organisations.

Video introduction
Problem Management
In this video, Brett explains why he believes Problem Management is key to improving Service Delivery. It includes -
* Root cause analysis
* Pareto analysis

Download the associated audio file, which can be imported into iTunes then accessed on the go! (help)

Sample files