Problem Management

An implementation guide for the real world

By (author) Michael G. Hall

Publication date: 26 Nov 2014

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, real-world guidance on all aspects of implementing and running an effective problem management function. Offering advice and recommendations tailored to different types of organisations, it gives IT practitioners, consultants and managers the tools to add real value to their businesses.
Michael 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.

Dimensions: 244x170mm

Print ISBN-13: 9781780172415

Ebook ISBN-13: 9781780172439

190 pages

INTRODUCTION

SECTION 1 – INTRODUCING PROBLEM MANAGEMENT

1. What is problem management?

2. Factors for success

3. Developing the business case

SECTION 2 – IMPLEMENTING AND RUNNING PROBLEM MANAGEMENT

4. The implementation project

5. Organising problem management as a function

6. Realising the benefits of problem management  

7. Metrics, key performance indicators and reporting

8. Tool requirements

9. Where next for problem management?

SECTION 3 – PROBLEM MANAGEMENT PROCESS AND TECHNIQUES

10. Process overview

11. Detect and log problems

12. Assess, prioritise and assign problems  

13. Investigation and diagnosis

14. Error resolution

15. Closing problems

CONCLUSION 

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

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

James Bourgerie
Computacenter