Problem Manager: Careers in It Service Management: Careers in It Service Management (Paperback)  | Released: 06-Oct-14

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.Table of Contents: • List of figures and tables • Author • 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 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 5. CAREER PROGRESSION AND RELATED ROLES 6. CASE STUDIES • Case Study 1 • Case Study 2 A1 A3 Problem-solving report template A2 Risk Assessment and management table A3 Major problem review template INDEX