Problem Management for Newbies

Introduction to Problem Management based on ITIL®

The business benefits of good Problem Management, including cost savings, reduced disruption and increased customer satisfaction, provide sufficient justification for any business to prioritise investment in the discipline. However, it is a sad fact that many organisations remain trapped in a reactive cycle of dealing with incidents but failing to address their underlying causes.

Based on the ITIL® Best Practice framework from the OGC (Office of Government Commerce), this book provides a comprehensive introduction to this important discipline.

• Quality Overview of the Problem Management Discipline
• ALL of the Problem Management Techniques Described in ITIL®
• Including Full Kepner-Tregoe Problem Analysis Description
• How to Improve Your Logic and Intuition
• How to Implement Problem Management
• Complete ITIL® Problem Management Process Description

The author is a graduate of the University of Birmingham, England. He was Technical Manager of Apricot International during its heyday and has been involved with IT Service Management in training and consultancy for the past 14 years. He holds the ITIL® Expert certification is a lifetime member of the British Computing Society.