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100   $a20141014h20142014  uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aProblem manager $ecareers in IT service management /$fColin Rudd
205   $a1st edition
210  1$aSwindon, [England] :$cBCS The Chartered Institute for IT,$d2014.
210  4$dİ2014
215   $a1 online resource (241 p.)
225 1 $aBCS Guides to IT Roles
300   $aIncludes index.
311   $a1-322-18335-X 
311   $a1-78017-239-7 
320   $aIncludes bibliographical references and index.
327   $aCover; 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 TECHNIQUES
327   $aPROBLEM 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 Cover
330   $aProblem management is about finding permanent solutions to technical problems and recurring incidents in a business''s IT infrastructure. This practical book describes the problem manager role in depth including purpose, required skills and career progression. It also covers relevant tools, standards and frameworks.
410  0$aBCS Guides to IT Roles
606   $aInformation technology$xManagement
608   $aElectronic books.
615  0$aInformation technology$xManagement.
676   $a658.4038
700   $aRudd$b Colin$0926977
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910463709903321
996   $aProblem manager$92082535
997   $aUNINA