Practical Guide to It Problem Management

ISBN-13: 9781032217291 / Angielski / Twarda / 2022 / 88 str.

Andrew Dixon

Opis

Whilst IT problem management is well understood, doing it in practice is much harder. Aligned with such well known frameworks as ITIL, this book offers practical advice on how to tackle problems in complex environments. Each chapter explores a different aspect of problem solving and is illustrated with real-life case studies.

Spis treści

Biography. Introduction. Chapter 1 Getting Your Priorities Right. Chapter 2 Timelines. Chapter 3 Failure Modes. Chapter 4 Complexity Theory. Chapter 5 Automation and Artificial Intelligence. Chapter 6 Drill Down. Chapter 7 Divide and Conquer. Chapter 8 Cause and Effect. Chapter 9 Resolution Evaluation Methods. Chapter 10 ITIL Problem Management. Chapter 11 Problem Boards and Problem Records. Chapter 12 The Drive for Efficiency. Chapter 13 Applying the Principles to the World Outside of IT. Chapter 14 Using Checklists. Conclusion. A Glossary. B Sample Checklists. Index.

O autorze

Andrew Dixon heads the Service Management Office within IT Services at the University of Oxford. As an ITIL 4 Managing Profession, he has specialised in ITIL^® after spending the early part of his career in Higher Education managing the computer teaching facilities for the Engineering Faculty at University of Bristol. After completing his degree at University of Bristol, his first post was teaching Information Technology to engineering students, so he has been both user and service provider. He has presented at a variety of national and international conferences on a wide variety of topics, but his focus now is on how ITIL may be used to transform and improve services.