Problem Manager

Careers in IT service management

Colin Rudd (Autor)

Buch | Softcover

240 Seiten

2014
BCS, The Chartered Institute for IT (Verlag)
978-1-78017-237-8 (ISBN)

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Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. This practical book describes the problem manager role in depth including purpose, required skills and career progression. It also covers relevant tools, standards and frameworks.

Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. This book describes the problem manager role in depth, including purpose, required skills and career progression. It covers relevant tools, standards and frameworks. Based on the author's extensive experience and on industry best practice, it is essential reading for those new to the role or interested in developing a better understanding of what it entails.

Colin Rudd has worked in the IT industry for over forty years and is internationally recognised as a leading authority, coach, mentor, trainer and practitioner on all aspects of service management. He has been heavily involved as an architect and lead author in the development of ITIL and SFIA.

Foreword

Acknowledgement

Abbreviations

Glossary

1. INTRODUCTION

2. OVERVIEW OF THE MANAGEMENT OF PROBLEMS

Introduction to service management

Introduction to problem management

3. THE ROLE OF PROBLEM MANAGER

Purpose of the role

Attributes, knowledge and skills

Skills Framework for the Information Age

Roles and responsibilities

Interfaces and dependencies

4. TOOLS, METHODS AND TECHNIQUES

Implementation, improvement techniques and practices

Problem analysis methods and techniques

Problem control, measurement and reporting methods

Major problem reviews

Proactive problem management

Review and audit of problem management activities

Use of problem management techniques

Standards and frameworks

Tools

CAREER PROGRESSION AND RELATED ROLES

CASE STUDIES

APPENDICES

Erscheint lt. Verlag	8.10.2014
Reihe/Serie	BCS Guides to IT Roles
Verlagsort	Swindon
Sprache	englisch
Maße	129 x 198 mm
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
	Wirtschaft ► Betriebswirtschaft / Management ► Wirtschaftsinformatik
ISBN-10	1-78017-237-0 / 1780172370
ISBN-13	978-1-78017-237-8 / 9781780172378
Zustand	Neuware