03054nam 2200613 450 991078794590332120230803195853.01-78017-237-01-78017-238-9(CKB)2670000000570467(EBL)1713959(SSID)ssj0001377144(PQKBManifestationID)11805150(PQKBTitleCode)TC0001377144(PQKBWorkID)11319100(PQKB)10011176(MiAaPQ)EBC1713959(CaSebORM)9781780172378(Au-PeEL)EBL1713959(CaPaEBR)ebr10951827(CaONFJC)MIL649599(OCoLC)893336582(EXLCZ)99267000000057046720141014h20142014 uy 0engur|n|---|||||txtccrProblem manager careers in IT service management /Colin Rudd1st editionSwindon, [England] :BCS The Chartered Institute for IT,2014.©20141 online resource (241 p.)BCS Guides to IT RolesIncludes index.1-322-18335-X 1-78017-239-7 Includes bibliographical references and index.Cover; Copyright; 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; 4 TOOLS, METHODS AND TECHNIQUES; IMPLEMENTATION, IMPROVEMENT TECHNIQUES AND PRACTICES; PROBLEM ANALYSIS METHODS AND TECHNIQUESPROBLEM CONTROL, MEASUREMENT AND REPORTING METHODSMAJOR 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; APPENDICES; A1 A3 PROBLEM-SOLVING REPORT TEMPLATE; A2 RISK ASSESSMENT AND MANAGEMENT TABLE; A3 MAJOR PROBLEM REVIEW TEMPLATE; INDEX; Advert Page; Back CoverProblem 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.BCS Guides to IT RolesInformation technologyManagementInformation technologyManagement.658.4038Rudd Colin926977MiAaPQMiAaPQMiAaPQBOOK9910787945903321Problem manager3779961UNINA