Tag Archives: Problem Management

How a User Error Can Be a Constructive Tool

It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and thingamajigs that underpin all our IT services. And it’s especially enjoyable if done over a drink or two, and when you get them onto the general intelligence level of the users they support. […]

The 7 Habits of Highly Effective Problem Managers

Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved. Problem […]

3 Problem Management Tips to Stop the Snowball Effect

How often do you find yourself standing on the side of a snow-capped mountain, frozen to the spot while helplessly looking up at the rapidly growing and descending snowball of your IT nightmares? Metaphorically-speaking of course, but hopefully you get the point. What started out as a potentially insignificant issue has snowballed into a much […]