Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. Finally, there's a single source for all the information you need to build world-class problem management processes -- and deliver the value today's enterprises a
| Title | : | IT Problem Management |
| Author | : | |
| Rating | : | 4.92 (249 Votes) |
| Asin | : | 013030770X |
| Format Type | : | Paperback |
| Number of Pages | : | 256Pages |
| Publish Date | : | 2016-9-12 |
| Language | : | English |
Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. Finally, there's a single source for all the information you need to build world-class problem management processes -- and deliver the value today's enterprises are demanding. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight. Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Finally, Walker addresses the human side of help desks and service cente
GARY WALKER is a leading IT consultant, helping Fortune 500 and emerging growth companies focus on the people, processes, and technology required to operate a highly reliable and cost effective infrastructure.
Drawing upon his extensive consulting e xperience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service center—in-house or out-sourced. IT Problem Management is the first single source for building world-class problem management processes. Coverage includes: Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversightThe Immediate Response Model: accounting for problem variability, complexity, and volumeDetailed metrics for measuring your responsivenessBett er ways to create and use service level agreementsState-of-the-art tools for customer interaction, service delivery, and proactive monitoringNew Internet and knowledge base systems: empoweringThis book is like a personal pat on the back for the author. A great book. A quirky way to attract readers to what is a most entertaining journey, weaving through the early days of Australia’s Antarctic program – ANARE- while focussing on the life and work of a most remarkable man, surveyor Syd Kirkby. They were great and could not be happier with them. This book with jump-start service delivery if your company does not have clearly defined processes and procedures, and will give those that do some excellent ideas on raising the bar. And even though it sounds sappy, there were parts of the book that made my heart soar and made me want to cry for the sheer rightness of certain twists and turns. Ignatius, the Jesuit founder.Perhaps this spiritual kinship is well-deserved . This is from Thomas DeLong (story #12). Perhaps I expected too much simply due to Higham's reputation - but I was thoroughly disappointed with this book. Dr. According to the author, she skillfully manipulated the budding but increasingly powerful media empire to follow her every outrageous moves and whims. The novel is billed as science fiction, but that's either completely or partially inaccurate. If you want a book that will hel
Tidak ada komentar:
Posting Komentar