Proactive Problem Management

Learn how to improve the services you deliver, increase customer satisfaction and work proactively to understand the problems your customers and team face before they happen…

Proactive problem management identifies, resolves, and prevents problems before they cause service impacting incidents. This approach differs from reactive problem management by recognising patterns of events that suggest an underlying problem, identifying opportunities to prevent future problems and identifying the root cause of a problem upon its first occurrence.

“The course was very informative – I am now able to be better at my service desk role and deal with customers far more efficiently. I loved the course and the material and trainer was amazing!” – Debra Helen Smith, NHS Ayrshire & Arran.

Why do I need proactive problem management?

Proactive problem management is important as it enables organisations to:

• Avoid incidents from occurring in the first place
• Reduce IT support workload caused by repeated low priority incidents
• Stop wasting money on, and causing business issues through, repeat incidents
• Incident management alone is not enough; problem management helps your customers and the service desk as well as your organisation’s CSI activities.