Proactive Problem Management Strategy - Kepner Tregoe Consulting & Training

John Griffiths outlines the challenges of effective communication between various stakeholders: customers, service desks, incident management, and problem management itself.
He highlights the complexities of translating business language into technical terminology, the potential for information dilution as it travels through the chain, and the different perspectives each group has on problem resolution.

Griffiths emphasizes the importance of service level management (SLAs) as a framework for facilitating better communication and advocates for a cultural shift towards a more collaborative approach. He suggests specific strategies for improving communication flow, including focusing on facts rather than subjective views, training problem managers in interviewing techniques, and aligning perspectives with reality through actively promoting SLAs.
The presentation ultimately argues that effective problem management relies on a robust communication process that considers all stakeholders, their expectations, and the different communication needs at each stage.

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Видео Proactive Problem Management Strategy - Kepner Tregoe Consulting & Training канала KT Kepner-Tregoe