Description:

Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time.

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 contains an in-depth coverage of operational requirements for Problem Management once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations.

You will find this book to be one of the best for planning and implementing world-class Problem Management.