In the run up this year’s itSMF UK conference ITSM14, I chatted with Tobias Nyberg about his upcoming session entitled “Bring me problems – not solutions”.
Q. Hi Tobias, can you give a quick intro to your session at the itSMF UK Conference?
The presentation will address the essence of problems and show why the ways we look at problems are important to all organisations and professionals. It will also give the attendees hands on advice based on how we have worked with this simple but effective method to improve change and development in my organisation.
The presentation isn’t core IT Service Management but the method we have used to define problems for better solutions is applicable for most change efforts within any ITSM organisation – big and small. It’s definitely not rocket science but at the same time, sometimes the most obvious things are also the ones we most easily forget or ignore.
When we started to work with problem management everyone was very eager to start fixing things where we sometimes missed clearly defining and commonly agreeing on the root causes. And even when we tried using some of the popular methods like “Ishikawa” and “The 5 Whys”, we quite rapidly drifted into discussions on how to solve things.
When addressing this I found that people are worried and often feel anxiety when talking about problems and that it is a bad thing owning a problem. It was hard to keep them in the problem-zone because they felt uncomfortable – they wanted to jump into the solution-zone as quick as possible because everyone loves a problem solver.
Q. What are likely to be the potential issues an organisation may experience with attempting to work in this way?
The emotional and cultural relationships people and organisations have to problems differ some from case to case but it seems to be difficult to have a positive attitude towards problems.
So this presentation expands on that, with hopes that the audience return to their workplaces with a new view of problems and a different perspective on their value.
Tobias Nyberg is a Process Owner and Process Manager at Svenska Handelsbanken in Stockholm, Sweden. He has a growing interest in IT Service Management and how ITSM can deliver value to companies and people. Tobias strongly believes in sharing as the best way of boosting knowledge in the ITSM community and is an active member of the Swedish itSMF chapter.
Tobias’ session is on day one of ITSM14 and featured within the Back to Basics track. To find out more or to book your conference place please visit itSMF UK