Plymouth City Council’s innovative approach to effective problem management

Blog › Peter Summers › Problem Management › 02/12/14
As the final entry in my series on problem management, I’d like to share a success story from a Hornbill client, Plymouth City Council, which can reasonably claim to be a pioneer in this area. The Council has overcome the challenges we’ve been discussing and made proactive problem management an integral part of its way of working. The challenge facing
Why it’s vital to take a customer perspective on problem management

Blog › Peter Summers › Problem Management › 25/11/14
As I’ve argued in earlier blog posts in this series, ITIL provides a strong foundation for establishing problem management, particularly if it’s proactive. But, clear though the benefits are, problem management remains one of the most underused ITIL processes. Many organizations say they would tackle problem management if they had the time, but I believe other challenges are often standing
Why problem management needs to be proactive as well as reactive

Blog › Peter Summers › Problem Management › 19/11/14
In this post I’ll outline the difference between proactive and reactive problem management – which isn’t as obvious as it sounds. Reactive is the more common form because it’s easier, but in my view organizations should be doing both. The key difference between reactive and proactive problem management is that reactive problem management involves looking at incidents that have happened
