LEADER 04790nam 2200649 450 001 9910808238903321 005 20200520144314.0 010 $a1-78017-243-5 010 $a1-78017-241-9 010 $a1-78017-242-7 035 $a(CKB)2670000000578858 035 $a(EBL)1713958 035 $a(SSID)ssj0001435901 035 $a(PQKBManifestationID)11853501 035 $a(PQKBTitleCode)TC0001435901 035 $a(PQKBWorkID)11434550 035 $a(PQKB)10700955 035 $a(Au-PeEL)EBL1713958 035 $a(CaPaEBR)ebr10993970 035 $a(CaONFJC)MIL666121 035 $a(OCoLC)898101370 035 $a(CaSebORM)9781780172415 035 $a(MiAaPQ)EBC1713958 035 $a(EXLCZ)992670000000578858 100 $a20141220h20142014 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aProblem management $ean implementation guide for the real world /$fMichael G. Hall 205 $a1st edition 210 1$aWiltshire, England :$cBCS The Chartered Institute for IT,$d2014. 210 4$dİ2014 215 $a1 online resource (192 p.) 300 $aDescription based upon print version of record. 311 $a1-322-34839-1 311 $a1-78017-244-3 320 $aIncludes bibliographical references and index. 327 $aCover; 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? 327 $aWHY 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 MANAGEMENT AS A FUNCTION; THE ORGANISATIONAL MODEL USED; PEOPLE AND SKILLS; MAPPING THE PROBLEM MANAGEMENT TEAM TO THE PROCESS 327 $aGOVERNANCE 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? 327 $aSECTION 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 327 $aAPPROVALIMPLEMENTATION; 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 330 $aProblem 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. 606 $aProblem solving$xEconomic aspects 615 0$aProblem solving$xEconomic aspects. 676 $a658.403 700 $aHall$b Michael G.$0138304 712 02$aBCS, The Chartered Institute for IT, 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910808238903321 996 $aProblem management$94074274 997 $aUNINA