Problem manager : careers in IT service management / Colin Rudd.

Format:

Book

Author/Creator:

Rudd, Colin, author.

Series:

BCS Guides to IT Roles

Language:

English

Subjects (All):

Information technology--Management.

Information technology.

Physical Description:

1 online resource (241 p.)

Edition:

1st edition

Other Title:

Careers in IT service management

Place of Publication:

Swindon, [England] : BCS The Chartered Institute for IT, 2014.

Language Note:

English

System Details:

Mode of access: World Wide Web.

text file

Summary:

Problem 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.

Contents:

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 TECHNIQUES

PROBLEM 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

Notes:

Includes index.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed October 14, 2014).

ISBN:

1-78017-237-0

1-78017-238-9

OCLC:

893336582