Video replays

Didn't make it to San Francisco for Summit 2015? We've got you covered with full replays of all keynotes and breakout sessions organized by track.

Making Problem Management Work for Your Organization

John Custy, JPC Group

Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.

Presentation video

Presentation slides

About the speakers

John Custy, President of JPC Group, is a 35-year veteran of the IT industry, and is a service management authority. John’s helped organizations improve service delivery, become more strategic, and increase value. He’s an internationally known speaker and educator challenging the IT world to think differently. John’s achievements include: • The Ron Muns Lifetime Achievement Award • The HDI IT Industry Legends Award • ITIL Manager • ITIL Expert • ISO 20000 Consultant • KCS Consultant • Kepner-Tregoe certified He’s also a member of the HDI Faculty and the HDI International Certification Standards Committee.