Problems are everywhere, but you have to know what to look for to find the ones that really make a difference when solved. Experienced Problem Manager Brian Skramstad offers a view inside his head (and his processes) and provides a detailed description of how to work with data and make every effort count to solve problems right at their root cause (and not with just a band-aid).

Brian Skramstad is the IT Service Management Principal at Allianz Technology. He's been in IT support roles for over 20 years in companies such as Medtronic and Thomson Reuters. His main focus is on Problem and Incident Management.