Problem Manager: Careers in IT Service Management
- 2h 31m
- Colin Rudd
- BCS
- 2014
Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. The desired outcome is an increase in the quality and availability of IT services and a reduction in the number and impact of incidents. This practical book describes the role of a problem manager in depth, covering areas such as purpose, responsibilities, required skills and career progression. It also provides information on relevant tools, standards and frameworks. Based on the author's extensive experience and on industry best practice, it is essential reading for those new to the role or interested in developing a better understanding of what it entails.
About the Author
Colin Rudd has worked in the IT industry for over forty years and is internationally recognised as a leading authority, coach, mentor, trainer and practitioner on all aspects of service management. He has been heavily involved as an architect and lead author in the development of ITIL and SFIA.
In this Book
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Foreword
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Abbreviations
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Glossary
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Introduction
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Overview of the Management of Problems
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The Role of Problem Manager
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Tools, Methods and Techniques
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Career Progression and Related Roles
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Case Studies
