An End To End Problem Solving Approach For Incident And Problem Management
Christoph Goldenstern will talk about the « pressure cooker » that is IT Operations and how it relates to (Major) Incident and Problem Management. He will introduce the value of consistent, quality troubleshooting and an end-to-end IT support approach. He will also discuss the new IT paradigm of ‘DevOps’, its objectives, what it means to an ITIL-based operation and how it could change the ways in which functions like Incident and Problem Management are being operated today.
When: Tuesday 20 September, 2016 at 7PM to 9PM (Registrations and Refreshments to start at 6:30PM)
Where: Singapore Management University Seminar Room 2.6. School of Economics & Social Sciences, 90 Stamford Road, Singapore 178903
Key takeaways:
- IT stability and the challenges of achieving it in IT Operations
- The role of structured thinking and quality troubleshooting – the Kepner-Tregoe approach
- An end-to-end view of Incident, Problem and Change Management
- What is DevOps?
- Challenges of the « ITIL-based operation » in moving to DevOps
- How DevOps might change the way we operate: processes – skills – performance management