Problem management : an implementation guide for the real world /

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Hall, Michael G. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: London : BCS, 2014.
Temas:
Problem solving.
Information technology > Management.
Résolution de problème.
Technologie de l'information > Gestion.
Computer networking & communications.
Maintenance & repairs.
Office systems & equipment.
Network management.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Information technology > Management
Problem solving
System administration.
Enterprise software.
Business & Management.
Acceso en línea: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

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