IT Problem Management

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


The complete “best practices” guide to IT problem resolution!

No matter how professional your IT organization, if you can’t resolve problems quickly and effectively, you’ll lose your stakeholders’ confidence-and fail. Nowadays, help desk s aren’t enough: companies want true service centers capable of delivering complex, strategic solutions. IT Problem Management is the first single source for building world-class problem management processes. Drawing upon his extensive consulting experience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service center-in-house or out-sourced.

  • Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversight
  • The Immediate Response Model: accounting for problem variability, complexity, and volume
  • Detailed metrics for measuring your responsiveness
  • Better ways to create and use service level agreements
  • State-of-the-art tools for customer interaction, service delivery, and proactive monitoring
  • New Internet and knowledge base systems: empowering users to solve their own problems
  • The human side: staffing, retention, and motivation

IT Problem Management isn’t just theory: it delivers real-world case studies, detailed benchmarks, and practical solutions for turning your help desk into a high-performance IT service center, starting today.

About the Author

Gary S. Walker is a leading IT consultant, helping Fortune 500 and emerging growth companies focus on the people, processes, and technology required to operate a highly reliable and cost effective infrastructure.

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