Problem Management : An implementation guide for the real world

Content: Cover
 Copyright
 CONTENTS
 FIGURES AND TABLES
 AUTHOR
 ACKNOWLEDGEMENTS
 INTRODUCTION
 WHAT THIS BOOK IS ABOUT
 WHAT THIS BOOK IS NOT ABOUT
 WHY READ THIS BOOK?
 BIASES
 SECTIONS
 CONVENTIONS USED IN THIS BOOK
 SECTION 1 --
INTRODUCING PROBLEM MANAGEMENT
 1 WHAT IS PROBLEM MANAGEMENT?
 OBJECTIVES
 SCOPE
 PROBLEM MANAGEMENT IS DIFFERENT FROM INCIDENT MANAGEMENT
 2 FACTORS FOR SUCCESS
 CHALLENGES
 MANAGEMENT SUPPORT
 TRAINING
 STAKEHOLDER MANAGEMENT
 COMMUNICATION
 CONSISTENT APPROACH
 AGREEMENTS
 3 DEVELOPING THE BUSINESS CASE
 WHY HAVE PROBLEM MANAGEMENT? Why is a structured approach to problem management required?setting out the value proposition
 the plan
 the call to action
 sample business cases and plans
 section 2 --
implementing and running problem management
 4 the implementation project
 implementation approach
 phase zero: planning and preparation
 phase one: start-up
 phase two: consolidation
 phase three: steady state
 further reading: organisational change issues
 5 organising problem management as a function
 the organisational model used
 people and skills
 mapping the problem management team to the process Governance and problem advisory board6 realising the benefits of problem management
 commitments
 classification and root cause code structures
 fix the problem
 make results available for future use
 effective communication
 7 metrics, key performance indicators and reporting
 introduction
 key performance indicators
 metrics
 reporting
 8 tool requirements
 managing the workflow
 managing the information
 reporting and communication
 aids to selection
 9 where next for problem management?
 problem management within it
 problem management outside it
 where to next for problem managers? Section 3 --
problem management process and techniques10 process overview
 states
 11 detect and log problems
 detecting problems
 reactive problem management
 proactive problem management
 logging problems
 12 assess, prioritise and assign problems
 assess the problem
 categorisation
 prioritisation
 assignment
 13 investigation and diagnosis
 major investigation frameworks
 supporting investigation tools
 other definitions of problem, problem management, root cause analysis
 root cause quality: getting to 'real' root causes
 14 error resolution
 find a solution
 the solution proposal APPROVALIMPLEMENTATION
 15 CLOSING PROBLEMS
 REVIEW
 THE DEFERRED STATE
 CLOSURE
 MAJOR PROBLEM REVIEW
 CONCLUSION
 ONLINE RESOURCES
 SAMPLE BUSINESS CASES
 SAMPLE IMPLEMENTATION PLAN
 SAMPLE LAUNCH AND FAMILIARISATION TRAINING
 ROOT CAUSE CODES
 FURTHER READING
 REFERENCES
 INDEX
 Back Cover