John Borwick
Director, ITSDS, University Libraries,
University of Washington
Problems Are Treasures: Building ITIL Problem Management and a Problem-Solving Culture
Thursday, May 30, 2013 | 3:30PM–4:15PM | East/West Paces
Session Type:
Professional Development
Wake Forest University has used an evolutionary approach to implement ITIL problem management. Service desk pilots led to a yearlong problem management implementation, a problem advisory board, and a permanent "problem manager." For this implementation, over 30 IT leaders participated in the "Building a Problem-Solving Culture" workshops to discuss "lean" cultural changes needed for effective problem management: building a culture of safety and trust, empowering staff to understand and solve problems, and thinking of problems as "treasures." This presentation will cover lessons learned from implementing ITIL problem management and how process improvements can support larger IT management initiatives.
