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Problem Manager

Problem Manager

Colin Rudd

(2014)

Additional Information

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