The Problem With Problems

Why they persist for months or years.

happen all the time,
in their thousands per minute.
are unwanted events
or missing desired events.
are persistent incidents
you have difficulty fixing.


  • Introduction to the event-incident-problem hierarchy.
  • Why 'bad events' do not reach the Incident Management phase.
  • Introduction to the Cynefin model: five types of problem.
  • Fact-based People Management.
  • Reasons why persistent problems do not get resolved.
  • The four roles needed in a problem-solving team.

Key Take-Aways

  • Avoid the "Keep It Simple, Stupid" (KISS) fallacy
  • Recognise the "Adverse Events" gap
  • When is a problem not a problem? When it's …

Date & Time
Summer 2022
Next Steps
  • Half-day workshop
  • One-on-one mentoring
  • Consultancy

Service Desk & IT Support Show 2022

12 May 2022: Service Desk & IT Support Show 2022 (SITS-22), ExCeL, London.

An audience of about 100, mainly Service Desk managers.

Why hire a Service Management Analyst to carry out incident and problem reviews?

  • Being neutral in an incident review is a tacit skill.
  • Fixes for the underlying problem are not always obvious to those closely involved.
  • An outsider can ask penetrating questions that may not otherwise get asked.