Practical Guide to It Problem Management
- Length: 88 pages
- Edition: 1
- Language: English
- Publisher: Auerbach Pub
- Publication Date: 2022-05-12
- ISBN-10: 0367636220
- ISBN-13: 9780367636227
- Sales Rank: #0 (See Top 100 Books)
Some IT organisations seem to expend all their energy firefighting – dealing with incidents as they arise and fixing, or patching over, the breakage. In organisations like this, restarting computers is seen as a standard method to resolve many issues. Perhaps the best way to identify whether an organisation understands problem management is to ask what they do after they have restarted the computer. If restarting the computer fixes the issue, it is very tempting to say that the incident is over and the job is done. Problem management recognises that things do not improve if such an approach is taken. Such organisations are essentially spending their time running to stay in the same place.
Written to help IT organisations move forward, Practical Guide to IT Problem Management presents a combination of methodologies including understanding timelines and failure modes, drill down, 5 whys and divide and conquer. The book also presents 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. The book emphasises that establishing 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. It also explores the role of problem boards and checklists as well as the relationship between problem management and Lean thinking. This practical guide provides both a framework for tackling problems and a toolbox from which to select the right methodology once the type of problem being faced has been identified. In addition to reactive methods, it presents proactive activities designed to reduce the incidence of problems or to reduce their impact and complexity should they arise.
Solving problems is often a combination of common sense and methodologies which may either be learnt the hard way or may be taught. This practical guide shows how to use problem solving tools and to understand how and when to apply them while upskilling IT staff and improving IT problem solving processes.
Cover Page Half Title Page Series Page Title Page Copyright Page Contents Biography Introduction Acknowledgements Chapter 1 Getting Your Priorities Right What Is the Impact? Workarounds Preventing Problems A No Blame Culture Summary Notes Chapter 2 Timelines Patterns of Business Activity Case Study: Database Corruption Summary Chapter 3 Failure Modes Possible Failure Modes for a Desktop Windows PC Case Study: A Virus Outbreak Summary Chapter 4 Complexity Theory Obvious Complicated Complex Chaotic Summary Note Chapter 5 Automation and Artificial Intelligence Identification Diagnosis Resolution Shift Left Summary Chapter 6 Drill Down Hypothetical Case Study Summary Chapter 7 Divide and Conquer Case Study: Corrupted Surnames Summary Notes Chapter 8 Cause and Effect Case Study: Data Centre Failure Summary Note Chapter 9 Resolution Evaluation Methods Alternative Solutions Prioritisation of Fixing the Root Cause Continual Improvement Projects Summary Note Chapter 10 ITIL Problem Management Proactive Problem Management Problem Control Knowledge Management Summary Note Chapter 11 Problem Boards and Problem Records Managing Problem Records Problem Boards or Swarms Assigning Clear Roles How Problem Boards Work The 5 Whys What Happens When Problem Management Doesn’t Work? Summary Chapter 12 The Drive for Efficiency The Relationship Between Efficiency and Problem Management Using Lean to Optimise Processes Defects Excess Processing Overproduction Waiting Inventory Transportation Motion Non-Utilised Talent Identifying Value Creative Problem Solving Six Sigma Summary Chapter 13 Applying the Principles to the World Outside of IT Fixing Your Heating System Summary Chapter 14 Using Checklists Summary Conclusion Appendix A Glossary Notes Appendix B Sample Checklists Problem Board Agenda Cause and Effect to Consider Drill Down Technique Index
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