Problem management is the one IT service management process that tends to return more benefits more quickly than any of the others. This book offers practical, real-world guidance on all aspects of implementing and running an effective problem management function. Offering advice and recommendations tailored to different types of organisations, it gives IT practitioners, consultants and managers the tools to add real value to their businesses.
Cuprins
INTRODUCTION
SECTION 1 – INTRODUCING PROBLEM MANAGEMENT
1. What is problem management?
2. Factors for success
3. Developing the business case
SECTION 2 – IMPLEMENTING AND RUNNING PROBLEM MANAGEMENT
4. The implementation project
5. Organising problem management as a function
6. Realising the benefits of problem management
7. Metrics, key performance indicators and reporting
8. Tool requirements
9. Where next for problem management?
SECTION 3 – PROBLEM MANAGEMENT PROCESS AND TECHNIQUES
10. Process overview
11. Detect and log problems
12. Assess, prioritise and assign problems
13. Investigation and diagnosis
14. Error resolution
15. Closing problems
CONCLUSION
Despre autor
Michael Hall has over 25 years’ experience in IT, developing and leading teams, managing change programmes and implementing service management. A specialist in service operations, he implemented problem management as a global function at Deutsche Bank. He is a Chartered IT Professional (CITP) in Service Management.
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