IT Problem Management – Table of Content

First edition; 208 pages
ISBN 0-13-030770-X
( by: Gary S. Walker )

Table of Content

1. Introduction to Problem Management.

Help Desk. Internal and External Service Centers. Building a Successful Service Center. Problem Management Process Overview. Management Review and Oversight.

2. Service Center Organization.

Immediate Response Model. Managed Response Model.

3. Maintaining a Service Catalog.

Add a New Service. Remove a Service.

4. Problem Identification.

Problem Discovery. Problem Reporting Access. The Proactive Service Center. Implementation Considerations.

5. Customer Validation.

Typical Validation. Formal Validation. Validation Process Description. Validation Implementation.

6. Problem Logging.

Current Problem Logging Approaches. Future Problem Logging Methods. Service Request Categories Overview. Prioritizing Requests Overview.

7. Service Delivery.

Problem Determination. Work Restoration. Service Center Organization Overview. Escalation. Tier 1, 2, and 3 Problem Management Responsibilities. Service Request (Ticket) Ownership.

8. Knowledge Capture and Sharing.

Knowledge Capture and Sharing Overview. Knowledge Capture Process. Implementation.

9. Management, Review, and Oversight.

Building Your Plan: Strategic Objectives and Metrics. Using Metrics to Measure Your Progress. Formal Review of Metrics. Key Roles and Management Teams. Reports.

10. Service Level Agreements.

SLA Content. Using the SLA.

11. Service Center Tools.

Access Tools. Service Delivery Tools. Proactive Monitoring Tools. Customer-Enabling Tools.

12. Motivation.

Motivation Through Reward. Motivation Through Incentives. Other Motivation Techniques. The Manager’s Role in Motivation.

Index.

IT Automation
The Quest for “Lights Out”: Data center automation in distributed environments.
CIO Wisdom
Best Practices from Silicon Valley’s Leading IT Experts
IT Services
Costs, Metrics, Benchmarking, and Marketing: Delighting IT customers: your real-world, start-to-finish guide
CIO Wisdom II
More Best Practices from Leading IT Experts
IT Architecture Toolkit
Less theoretical, more practical approach to developing and implementing enterprise architecture.
IT People
Doing More with Less. Best practices for managing the people within the IT organization.
Data Warehousing
Architecture and Implementation: A start-to-finish process for deploying successful data warehouses
Building Professional Services
The Sirens’ Song: A comprehensive guide to creating a professional services organization
IT Problem Management
The complete “best practices” guide to IT problem resolution.
IT Organization
Building a World-Class Infrastructure.
IT Web Services
A Roadmap for the Enterprise: Architectures, platforms, roles, business models, and deployment realities.
Software Development
Building Reliable Systems.
IT Production Services
Building Competitive Advantage: Describes one of the most important functions of an IT infrastructure
Managing IT as an Investment
Partnering for Success: Maximizing the value of technology—and the success of your IT organization.
High Availability
Design, Techniques and Processes: The complete how-to guide for maximizing availability of enterprise systems
IT Systems Management
Design, Implement, and Manage World-Class Infrastructures.
Technology Strategies
Managing technology, value, and change in the new economy.
Web-Based Infrastructures
A 4-D Framework: Maximize the value of your next Web-centered initiative.

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