Problem Management : an implementation guide for the real world.
(eBook)

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.