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Problem Manager
Careers in IT service management
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Beschreibung:
Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. This practical book describes the problem manager role in depth including purpose, required skills and career progression. It also covers relevant tools, standards and frameworks.
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.
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
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.