HDI Steel City In-Person Event: Incident VS Problem Management - Bridging the Gap for Faster Resolutions

Incident VS Problem Management

Bridging the Gap for Faster Resolutions

Presented by: Mike Fuson, Senior Solution Architect and Consultant

Excalubur Systems

How are Incident and Problem Management supposed to be used to up the game and turn us from reactive to proactive?

In this session, we will explore and debate the use of over definitions when dealing day to day with incident, major incident and problem management.  

We will discuss how high-performing organizations blend these three together.  How they, when leveraged effectively, can “Bridge the Gap” helping us lower resolution times, and with effort, start the move from reactive to proactive service management.

Experience hands-on exercises focused on Incident, Major Incident, and Problem Management while building a reliable framework for successful resolutions.

Meeting Details

When: Friday, September 12, 2025 from 11:30 AM - 3:00 PM

(Registration and Networking starts at 11:30 AM, Lunch is served at Noon)

Price: FREE for Members, $20 for Non-Members.  

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About Our Outstanding Presenter:

Mike Fuson is a seasoned IT professional with over 25 years of experience in delivering top-tier IT services. His extensive certifications and expertise have enabled him to successfully implement IT Service Management (ITSM), Enterprise Service Management (ESM), and Professional Services Automation (PSA) systems for a diverse range of clients.

Mike has worked across all levels of IT within various organizations, consistently rising to the challenge of identifying business needs and aligning them with industry best practices. His passion lies in architecting and integrating these needs into robust ITSM/ESM/PSA platforms and supporting technologies.

Beyond his professional endeavors, Mike is deeply committed to my community, actively serving on multiple boards and contributing to various organizations in numerous roles.