Problem Management

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.

• 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 function6. 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!