Problem Management

An implementation guide for the real world

Michael G. Hall (Autor)

Buch | Softcover

190 Seiten

2014
BCS, The Chartered Institute for IT (Verlag)
978-1-78017-241-5 (ISBN)

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Problem management is the IT service management process that tends to return more benefits more quickly than any of the others. This book offers real-world guidance on all aspects of implementing and running an effective problem management function. It gives IT practitioners, consultants and managers the tools to add real value to their businesses.

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.

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.

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

Erscheint lt. Verlag	26.11.2014
Verlagsort	Swindon
Sprache	englisch
Maße	170 x 244 mm
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Mathematik / Informatik ► Informatik ► Theorie / Studium
	Informatik ► Weitere Themen ► Hardware
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
ISBN-10	1-78017-241-9 / 1780172419
ISBN-13	978-1-78017-241-5 / 9781780172415
Zustand	Neuware