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Book Details
Abstract
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.
This is an easy to read compendium on managing problems in any organisation, not just IT. People interactions, role descriptions, various techniques, process interactions, tools, tips, good and bad aspects and some revealing things you might not have considered by Mr. ITSM.
Daniel Breston
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.
Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. The desired outcome is an increase in the quality and availability of IT services and a reduction in the number and impact of incidents. This practical book describes the role of a problem manager in depth, covering areas such as purpose, responsibilities, required skills and career progression. It also provides information on 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.
Table of Contents
Section Title | Page | Action | Price |
---|---|---|---|
Cover | i | ||
Copyright | vi | ||
CONTENTS | vii | ||
LIST OF FIGURES AND TABLES | ix | ||
AUTHOR | xii | ||
FOREWORD | xiii | ||
ACKNOWLEDGEMENT | xv | ||
ABBREVIATIONS | xvi | ||
GLOSSARY | xviii | ||
1 INTRODUCTION | 1 | ||
2 OVERVIEW OF THE MANAGEMENT OF PROBLEMS | 3 | ||
INTRODUCTION TO SERVICE MANAGEMENT | 3 | ||
INTRODUCTION TO PROBLEM MANAGEMENT | 3 | ||
3 THE ROLE OF PROBLEM MANAGER | 13 | ||
PURPOSE OF THE ROLE | 13 | ||
ATTRIBUTES, KNOWLEDGE AND SKILLS | 16 | ||
SKILLS FRAMEWORK FOR THE INFORMATION AGE | 21 | ||
ROLES AND RESPONSIBILITIES | 30 | ||
INTERFACES AND DEPENDENCIES | 40 | ||
4 TOOLS, METHODS AND TECHNIQUES | 60 | ||
IMPLEMENTATION, IMPROVEMENT TECHNIQUES AND PRACTICES | 61 | ||
PROBLEM ANALYSIS METHODS AND TECHNIQUES | 77 | ||
PROBLEM CONTROL, MEASUREMENT AND REPORTING METHODS | 132 | ||
MAJOR PROBLEM REVIEWS | 145 | ||
PROACTIVE PROBLEM MANAGEMENT | 150 | ||
REVIEW AND AUDIT OF PROBLEM MANAGEMENT ACTIVITIES | 154 | ||
USE OF PROBLEM MANAGEMENT TECHNIQUES | 154 | ||
STANDARDS AND FRAMEWORKS | 157 | ||
TOOLS | 181 | ||
5 CAREER PROGRESSION AND RELATED ROLES | 187 | ||
6 CASE STUDIES | 189 | ||
CASE STUDY 1 | 189 | ||
CASE STUDY 2 | 194 | ||
APPENDICES | 203 | ||
A1 A3 PROBLEM-SOLVING REPORT TEMPLATE | 204 | ||
A2 RISK ASSESSMENT AND MANAGEMENT TABLE | 205 | ||
A3 MAJOR PROBLEM REVIEW TEMPLATE | 209 | ||
INDEX | 212 | ||
Advert Page | 220 | ||
Back Cover | 221 |