Problem Manager

Careers in IT service management

By (author) Colin Rudd

Publication date: 08 Oct 2014

Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. This book describes the problem manager role in depth, including purpose, required skills and career progression. It covers 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.

Dimensions: 198x129mm

Print ISBN-13: 9781780172378

Ebook ISBN-13: 9781780172392

240 pages

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

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
Qriosity Limited