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Problem Management : an implementation guide for the real world.
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 manager...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Swindon :
BCS Learning & Development Limited,
2014.
©2014 |
| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
Tabla de Contenidos:
- Cover; Copyright; CONTENTS; FIGURES AND TABLES; AUTHOR; ACKNOWLEDGEMENTS; INTRODUCTION; WHAT THIS BOOK IS ABOUT; WHAT THIS BOOK IS NOT ABOUT; WHY READ THIS BOOK?; BIASES; SECTIONS; CONVENTIONS USED IN THIS BOOK; SECTION 1
- INTRODUCING PROBLEM MANAGEMENT; 1 WHAT IS PROBLEM MANAGEMENT?; OBJECTIVES; SCOPE; PROBLEM MANAGEMENT IS DIFFERENT FROM INCIDENT MANAGEMENT; 2 FACTORS FOR SUCCESS; CHALLENGES; MANAGEMENT SUPPORT; TRAINING; STAKEHOLDER MANAGEMENT; COMMUNICATION; CONSISTENT APPROACH; AGREEMENTS; 3 DEVELOPING THE BUSINESS CASE; WHY HAVE PROBLEM MANAGEMENT?
- Why is a structured approach to problem management required?setting out the value proposition; the plan; the call to action; sample business cases and plans; section 2
- implementing and running problem management; 4 the implementation project; implementation approach; phase zero: planning and preparation; phase one: start-up; phase two: consolidation; phase three: steady state; further reading: organisational change issues; 5 organising problem management as a function; the organisational model used; people and skills; mapping the problem management team to the process.
- Governance and problem advisory board6 realising the benefits of problem management; commitments; classification and root cause code structures; fix the problem; make results available for future use; effective communication; 7 metrics, key performance indicators and reporting; introduction; key performance indicators; metrics; reporting; 8 tool requirements; managing the workflow; managing the information; reporting and communication; aids to selection; 9 where next for problem management?; problem management within it; problem management outside it; where to next for problem managers?
- Section 3
- problem management process and techniques10 process overview; states; 11 detect and log problems; detecting problems; reactive problem management; proactive problem management; logging problems; 12 assess, prioritise and assign problems; assess the problem; categorisation; prioritisation; assignment; 13 investigation and diagnosis; major investigation frameworks; supporting investigation tools; other definitions of problem, problem management, root cause analysis; root cause quality: getting to 'real' root causes; 14 error resolution; find a solution; the solution proposal.
- APPROVALIMPLEMENTATION; 15 CLOSING PROBLEMS; REVIEW; THE DEFERRED STATE; CLOSURE; MAJOR PROBLEM REVIEW; CONCLUSION; ONLINE RESOURCES; SAMPLE BUSINESS CASES; SAMPLE IMPLEMENTATION PLAN; SAMPLE LAUNCH AND FAMILIARISATION TRAINING; ROOT CAUSE CODES; FURTHER READING; REFERENCES; INDEX; Back Cover.