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1. |
Record Nr. |
UNINA9910463651303321 |
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Autore |
Hall Michael G. |
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Titolo |
Problem management : an implementation guide for the real world / / Michael G. Hall |
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Pubbl/distr/stampa |
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Wiltshire, England : , : BCS The Chartered Institute for IT, , 2014 |
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©2014 |
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ISBN |
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1-78017-243-5 |
1-78017-241-9 |
1-78017-242-7 |
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Edizione |
[1st edition] |
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Descrizione fisica |
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1 online resource (192 p.) |
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Disciplina |
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Soggetti |
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Problem solving - Economic aspects |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Cover; Copyright; CONTENTS; FIGURES AND TABLES; AUTHOR; ACKNOWLEDGEMENTS; INTRODUCTION; WHAT THIS BOOK IS ABOUT; WHAT THIS BOOK IS NOT ABOUT; WHY READ THIS BOOK?; BIASES; SECTIONS; CONVENTIONS USED IN THIS BOOK; SECTION 1 - INTRODUCING PROBLEM MANAGEMENT; 1 WHAT IS PROBLEM MANAGEMENT?; OBJECTIVES; SCOPE; PROBLEM MANAGEMENT IS DIFFERENT FROM INCIDENT MANAGEMENT; 2 FACTORS FOR SUCCESS; CHALLENGES; MANAGEMENT SUPPORT; TRAINING; STAKEHOLDER MANAGEMENT; COMMUNICATION; CONSISTENT APPROACH; AGREEMENTS; 3 DEVELOPING THE BUSINESS CASE; WHY HAVE PROBLEM MANAGEMENT? |
WHY IS A STRUCTURED APPROACH TO PROBLEM MANAGEMENT REQUIRED?SETTING OUT THE VALUE PROPOSITION; THE PLAN; THE CALL TO ACTION; SAMPLE BUSINESS CASES AND PLANS; SECTION 2 - IMPLEMENTING AND RUNNING PROBLEM MANAGEMENT; 4 THE IMPLEMENTATION PROJECT; IMPLEMENTATION APPROACH; PHASE ZERO: PLANNING AND PREPARATION; PHASE ONE: START-UP; PHASE TWO: CONSOLIDATION; PHASE THREE: STEADY STATE; FURTHER READING: ORGANISATIONAL CHANGE ISSUES; 5 ORGANISING PROBLEM |
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MANAGEMENT AS A FUNCTION; THE ORGANISATIONAL MODEL USED; PEOPLE AND SKILLS; MAPPING THE PROBLEM MANAGEMENT TEAM TO THE PROCESS |
GOVERNANCE AND PROBLEM ADVISORY BOARD6 REALISING THE BENEFITS OF PROBLEM MANAGEMENT; COMMITMENTS; CLASSIFICATION AND ROOT CAUSE CODE STRUCTURES; FIX THE PROBLEM; MAKE RESULTS AVAILABLE FOR FUTURE USE; EFFECTIVE COMMUNICATION; 7 METRICS, KEY PERFORMANCE INDICATORS AND REPORTING; INTRODUCTION; KEY PERFORMANCE INDICATORS; METRICS; REPORTING; 8 TOOL REQUIREMENTS; MANAGING THE WORKFLOW; MANAGING THE INFORMATION; REPORTING AND COMMUNICATION; AIDS TO SELECTION; 9 WHERE NEXT FOR PROBLEM MANAGEMENT?; PROBLEM MANAGEMENT WITHIN IT; PROBLEM MANAGEMENT OUTSIDE IT; WHERE TO NEXT FOR PROBLEM MANAGERS? |
SECTION 3 - PROBLEM MANAGEMENT PROCESS AND TECHNIQUES10 PROCESS OVERVIEW; STATES; 11 DETECT AND LOG PROBLEMS; DETECTING PROBLEMS; REACTIVE PROBLEM MANAGEMENT; PROACTIVE PROBLEM MANAGEMENT; LOGGING PROBLEMS; 12 ASSESS, PRIORITISE AND ASSIGN PROBLEMS; ASSESS THE PROBLEM; CATEGORISATION; PRIORITISATION; ASSIGNMENT; 13 INVESTIGATION AND DIAGNOSIS; MAJOR INVESTIGATION FRAMEWORKS; SUPPORTING INVESTIGATION TOOLS; OTHER DEFINITIONS OF PROBLEM, PROBLEM MANAGEMENT, ROOT CAUSE ANALYSIS; ROOT CAUSE QUALITY: GETTING TO 'REAL' ROOT CAUSES; 14 ERROR RESOLUTION; FIND A SOLUTION; THE SOLUTION PROPOSAL |
APPROVALIMPLEMENTATION; 15 CLOSING PROBLEMS; REVIEW; THE DEFERRED STATE; CLOSURE; MAJOR PROBLEM REVIEW; CONCLUSION; ONLINE RESOURCES; SAMPLE BUSINESS CASES; SAMPLE IMPLEMENTATION PLAN; SAMPLE LAUNCH AND FAMILIARISATION TRAINING; ROOT CAUSE CODES; FURTHER READING; REFERENCES; INDEX; Back Cover |
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Sommario/riassunto |
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Problem management is the IT service management process that tends to return more benefits more quickly than any of the others. This book offers real-world guidance on all aspects of implementing and running an effective problem management function. It gives IT practitioners, consultants and managers the tools to add real value to their businesses. |
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2. |
Record Nr. |
UNINA9910894894803321 |
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Titolo |
Kurier Konserwatorski |
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Pubbl/distr/stampa |
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Warszawa, : Narodowy Instytut Dziedzictwa, 2008- |
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Descrizione fisica |
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Disciplina |
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Soggetti |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Periodico |
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Note generali |
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