Title Problem Management
Subtitle An Implementation Guide for the Real World
Author Michael G Hall
ISBN 9781780172415
List price Rs 995.00
Price outside India Available on Request
Original price
Binding Paperback
No of pages 192
Book size 159 x 235 mm
Publishing year 2016
Original publisher BCS, The Chartered Institute for IT
Published in India by BCS, The Chartered Institute for IT
Exclusive distributors Viva Books Private Limited
Sales territory India, Sri Lanka, Bangladesh, Pakistan, Nepal, .
Status In Stock
About the book
  
 

Reviews:

‘Michael covers problem management from soup to nuts. Regardless of the maturity of your problem management process, this book will improve it. A must read!’
-Joseph Gallagher, Problem management thought leader

‘This is essential reading for anyone who wants to take problem management seriously. I thoroughly recommend it.’

-James Bourgerie, Global Process Owner Problem Management, Computacenter

Description:

Problem management is the one IT service management process that tends to return more benefits more quickly than any of the others.
This book offers practical guidance on all aspects of implementing and running an effective problem management function, from proposition and justification of the function to different ways of organising it. The advice, recommendations and templates included in this book will give IT practitioners, consultants and managers the tools to add real value to their businesses.
  • Shows how to turn theoretical knowledge into an effective operation
  • Deals with handling problems in volume as opposed to solving individual problems
  • Applies to IT and non-IT operations and businesses of all types

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
Chapter 1. WHAT IS PROBLEM MANAGEMENT?
Objectives • Scope • Problem management is different from incident management

Chapter 2. FACTORS FOR SUCCESS
Challenges • Management support • Training • Stakeholder management • Communication • Consistent approach • Agreements

Chapter 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
Chapter 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

Chapter 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 board

Chapter 6. REALISING THE BENEFITS OF PROBLEM MANAGEMENT
Commitments • Classification and root cause code structures • Fix the problem • Make results available for future use • Effective communication

Chapter 7. METRICS, KEY PERFORMANCE INDICATORS AND REPORTING
Introduction • Key performance indicators • Metrics • Reporting

Chapter 8. TOOL REQUIREMENTS
Managing the workflow • Managing the information • Reporting and communication • Aids to selection

Chapter 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 TECHNIQUES
Chapter 10. PROCESS OVERVIEW
States

Chapter 11. DETECT AND LOG PROBLEMS
Detecting problems • Reactive problem management • Proactive problem management • Logging problems

Chapter 12. ASSESS, PRIORITISE AND ASSIGN PROBLEMS
Assess the problem • Categorisation • Prioritisation • Assignment

Chapter 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

Chapter 14. ERROR RESOLUTION
Find a solution • The solution proposal • Approval • Implementation

Chapter 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

About the Author:

Michael G. Hall
has over 25 years’ experience in IT, developing and leading teams, managing change programmes and implementing service management. A specialist in service operations, he implemented problem management as a global function at Deutsche Bank. He is a Chartered IT Professional (CITP) in Service Management.

Target Audience:


Students and academicians of IT Management.
 
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