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Problem Manager

Careers in IT service management

Colin Rudd (author)

UK Price: £19.99 EU Price: €24.99 ROW (USD) Price: $27.99 
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ISBN: 9781780172378
Format: Paperback
Dimensions: 129 x 198
Number of pages: 240
Publication date: 08 OCT 2014
Publisher: BCS, The Chartered Institute for IT




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.
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.
'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, Lean ITSM Consultant Coach, Qriosity Limited

Foreword

Acknowledgement

Abbreviations

Glossary

1. INTRODUCTION

2. OVERVIEW OF THE MANAGEMENT OF PROBLEMS

Introduction to service management

Introduction to problem management

3. THE ROLE OF PROBLEM MANAGER

Purpose of the role

Attributes, knowledge and skills

Skills Framework for the Information Age

Roles and responsibilities

Interfaces and dependencies

4. TOOLS, METHODS AND TECHNIQUES

Implementation, improvement techniques and practices

Problem analysis methods and techniques

Problem control, measurement and reporting methods

Major problem reviews

Proactive problem management

Review and audit of problem management activities

Use of problem management techniques

Standards and frameworks

Tools

CAREER PROGRESSION AND RELATED ROLES

CASE STUDIES

APPENDICES

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