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.


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