Problem Manager
Careers in IT service management
Published on 8. October 2014
Book
Paperback/Softback
240 pages
978-1-78017-237-8 (ISBN)
Description
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.
Reviews / Votes
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 *More details
Series
Language
English
Place of publication
Swindon
United Kingdom
Publishing group
BCS Learning & Development Limited
Target group
Professional and scholarly
Dimensions
Height: 198 mm
Width: 129 mm
ISBN-13
978-1-78017-237-8 (9781780172378)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
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.
Content
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
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