The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to Problem Management. This book gets into the meat by thoroughly covering the activities and processes that are essential to running Problem Management. There are many topics that stand out as both unique and reflect best practices by the best-run Problem Management initiatives. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Problem Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. This book is realistic and lays the foundation for a success implementation, extremely useful for the actual design of the Problem Management structure, it provides insights and information that can be applied to a large number of solutions. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for Problem Management. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done by most Problem Management initiatives. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the Problem Management to IT and business management. You will find this book to be one of the best for planning and implementing world-class Problem Management. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book should do at least as well as the first edition, which is a bestseller.The first edition of this book is regarded as a classic in its field.
|Title||:||Problem Management Best Practice Handbook|
|Author||:||Gerard Blokdijk, Ivanka Menken|