Problem Management Best Practice Handbook: Building, Running and Managing Effective Problem Management and Support - Ready to use supporting documents bringing ITIL Theory into Practice

✍ Scribed by Gerard Blokdijk, Ivanka Menken

Publisher: Emereo Publishing
Year: 2008
Tongue: English
Leaves: 114
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

A professional technical roadmap to IT Service Problem Management & Support, with templates & design documents, mindmaps, roles & responsibilities, KPIs, audit plans & other IT Service Management resources for organizational implementation.

✦ Table of Contents

Title & Copyright
......Page 2
Write a Review
......Page 3
Table of Contents
......Page 4
INTRODUCTION ROADMAP......Page 6
PROBLEM MANAGEMENT PRESENTATION......Page 10
SUPPORTING DOCUMENTS......Page 38
BUSINESS JUSTIFICATION DOCUMENT......Page 40
OBJECTIVES AND GOALS......Page 46
POLICIES OBJECTIVE AND SCOPE......Page 50
BUSINESS AND IT FLYERS......Page 54
EMAIL TEXT......Page 58
PROBLEM CATEGORY DEFINTION......Page 64
KNOWN ERROR TICKET TEMPLATE......Page 76
REPORTS KPIs AND METRICS......Page 88
COMMUNICATION PLAN......Page 94
PROBLEM MANAGEMENT PROCESS MANAGER......Page 100
IMPLEMENTATION AND PROJECT PLAN......Page 104
FURTHER INFORMATION......Page 114

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