Table of Contents

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 

About the Author

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.

Reviews

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*