Problem Management

An implementation guide for the real world

Michael G. Hall

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English

BCS, The Chartered Institute for IT
26 November 2014

Office systems & equipment; Computing & IT; Maintenance & repairs; Network management

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.

By: Michael G. Hall
Imprint: BCS, The Chartered Institute for IT
Country of Publication: United Kingdom
Dimensions: Height: 244mm, Width: 170mm, Spine: 10mm
Weight: 313g
ISBN: 9781780172415
ISBN 10: 1780172419
Pages: 190
Publication Date: 26 November 2014
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

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

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.

Reviews for Problem Management: An implementation guide for the real world

Michael covers problem management from soup to nuts. Regardless of the maturity of your problem management process, this book will improve it. A must read! -- Joseph Gallagher This is essential reading for anyone who wants to take problem management seriously. I thoroughly recommend it. -- James Bourgerie * Computacenter *