Practical Guide To It Problem Management Andrew Dixon by Andrew Dixon 9781003119975, 1003119972 instant download after payment.

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.
This book is a combination of methodologies including understand-
ing timelines and failure modes, drill down, 5 whys, divide and conquer;
together with an exploration of complexity theory and how automation
can assist in the desire to shift left both the complexity of the problem
and who can resolve it. It is important to understand that establish-
ing the  root cause of a problem is not the end of the process as the
resolution options need to be evaluated and then prioritised alongside
other improvements. We will also explore the role of problem boards
and checklists and the relationship between problem management and
Lean thinking. As you progress through the book, it will provide you
with both a framework for tackling problems and also a toolbox from
which you can select the right methodology having identified the type
of problem being faced. As well as reactive methods, it will present
proactive activities designed to reduce the incidence of problems or to
reduce their impact and complexity should they arise.