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 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.
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.
*Computacenter*
 |
Ask a Question About this Product More... |
|
