Problem Management IT professionals are always looking for the right toolset to effectively address problems and incidents. Shellina Damji of Kepner-Tregoe and Mike Malcangio of ServiceNow will discuss a technology agnostic toolset that can handle any problem or incident found in today’s fast pace technical support environment. Getting to the la cause première des problèmes is critical in order to stop Incident firefighting. Shellina and Mike will demonstrate how IT teams can effectively manage problems by gathering critical information leading to the identification of root cause.
The goal? Increased IT stability due to a reduction of recurring incidents.
Join us: January 21st, 2015
At: 2PM Eastern Standard Time (USA)
This webinar is produced by the itSMF USA Problem Management Special Interest
Shellina Damji, Kepner-Tregoe
As a Kepner-Tregoe Practice Leader, Shellina manages relationships with global strategic clients providing expertise in the area of Service Excellence, including service strategy and improving service and support through systems improvement, performance system redesign, process coaching, and skill development.
Mike Malcangio, ServiceNow
Mike manages the strategy and direction for ServiceNow’s IT Service Automation Suite and is a 20 veteran as an IT professional. Prior to joining ServiceNow, he was responsible for leading the successful implementation of ServiceNow (Incident, Problem, Change, and Service Catalog) and championing the development of an IT data warehouse for Qualcomm.