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Problem management : an implementation guide for the real world /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
London :
BCS,
2014.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
| LEADER | 00000cam a2200000 a 4500 | ||
|---|---|---|---|
| 001 | EBSCO_ocn890394519 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr ||||||||||| | ||
| 008 | 140813s2014 enk ob 001 0 eng d | ||
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| 016 | 7 | |a 016864555 |2 Uk | |
| 016 | 7 | |a 016863523 |2 Uk | |
| 020 | |a 9781780172439 |q (electronic bk.) | ||
| 020 | |a 1780172435 |q (electronic bk.) | ||
| 020 | |a 1780172427 |q (electronic bk.) | ||
| 020 | |a 9781780172422 |q (electronic bk.) | ||
| 020 | |a 1780172443 |q (electronic bk.) | ||
| 020 | |a 9781780172446 |q (electronic bk.) | ||
| 020 | |z 9781780172415 | ||
| 020 | |z 1780172419 | ||
| 029 | 1 | |a AU@ |b 000066767586 | |
| 035 | |a (OCoLC)890394519 | ||
| 050 | 4 | |a HD30.29 | |
| 072 | 7 | |a BUS |x 082000 |2 bisacsh | |
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| 072 | 7 | |a BUS |x 042000 |2 bisacsh | |
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| 082 | 0 | 4 | |a 658.403 |2 23 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Hall, Michael G., |e author. | |
| 245 | 1 | 0 | |a Problem management : |b an implementation guide for the real world / |c Michael G. Hall. |
| 264 | 1 | |a London : |b BCS, |c 2014. | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 588 | 0 | |a CIP data; item not viewed. | |
| 504 | |a Includes bibliographical references and index. | ||
| 520 | 8 | |a Annotation |b 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. | |
| 505 | 0 | |a 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? | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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? | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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 | |
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Problem solving. | |
| 650 | 0 | |a Information technology |x Management. | |
| 650 | 6 | |a Résolution de problème. | |
| 650 | 6 | |a Technologie de l'information |x Gestion. | |
| 650 | 7 | |a Computer networking & communications. |2 bicssc | |
| 650 | 7 | |a Maintenance & repairs. |2 bicssc | |
| 650 | 7 | |a Office systems & equipment. |2 bicssc | |
| 650 | 7 | |a Network management. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Information technology |x Management |2 fast | |
| 650 | 7 | |a Problem solving |2 fast | |
| 650 | 7 | |a System administration. |2 thema | |
| 650 | 7 | |a Enterprise software. |2 thema | |
| 650 | 7 | |a Business & Management. |2 thema | |
| 776 | 0 | 8 | |i Print version: |z 9781780172415 |
| 856 | 4 | 0 | |u https://ebsco.uam.elogim.com/login.aspx?direct=true&scope=site&db=nlebk&AN=788935 |z Texto completo |
| 936 | |a BATCHLOAD | ||
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| 938 | |a Askews and Holts Library Services |b ASKH |n AH26745119 | ||
| 938 | |a Books 24x7 |b B247 |n bks00064606 | ||
| 938 | |a BCS, The Chartered Institute for IT |b BCSL |n 9781780172422 | ||
| 938 | |a Coutts Information Services |b COUT |n 30218011 | ||
| 938 | |a ebrary |b EBRY |n ebr10993970 | ||
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