Redesign your approach to problem management (Featuring Owens-Illinois)

July 18, 2019. Start time 9 am PDT | 12 pm EDT

O‑I is the world's leading glass container manufacturer with more than a century of experience crafting pure, sustainable, brand‑building glass packaging for many of the world's best‑known food and beverage brands.

Problem management should be more than fixing incident root causes. Owens‑Illinois, a ServiceNow customer, changed the way they define and manage “problems” to capture and address opportunities for business improvement.

Join Mark Tonsetic, Director, Best Practices Center of Excellence at ServiceNow in conversation with Adam Jackson, IT problem Manager at O‑I, to learn how O‑I redefined their problem management approach, so problems are not seen as distractions to actual work but are prioritized to realize business outcomes faster.

Key questions addressed:

  • How do we define and identify a problem?
  • What is the problem manager’s role?
  • How can we effectively use ServiceNow to track and build      transparency on problem management?

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// Commenting on 02/23/2020 (Author -- Pranaya Sagar Adati) // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 (Author -- Pranaya Sagar Adati) // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch