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IT Problem Management
Gary Walker
Publisher: Prentice Hall PTR
First Edition March 07, 2001
ISBN: 0-13-030770-X, 256 pages
The complete "best practices" guide to IT problem resolution!
No matter how professional your IT organization, if you can’t resolve problems
quickly and effectively, you’ll lose your stakeholders’ confidence -- and fail.
Nowadays, help desk s aren’t enough: companies want true service centers
capable of delivering complex, strategic solutions. IT Problem Management is
the first single source for building world-class problem management
processes. Drawing upon his extensive consulting experience, Gary Walker
presents specific improvements you can make to achieve breakthrough
results in any help desk or service center -- in-house or out-sourced.
Coverage includes:
Problem identification, customer validation, problem lo gging, service delivery,
knowledge capture and sharing, and management oversight
The Immediate Response Model: accounting for problem variability,
complexity, and volume
Detailed metrics for measuring your responsiveness
Better ways to create and use service level agreements
State-of-the-art tools for customer interaction, service delivery, and proactive
monitoring
New Internet and knowledge base systems: empowering users to solve their
own problems
The human side: staffing, retention, and motivation
IT Problem Management isn’t just theory: it delivers real-world case studies,
detailed benchmarks, and practical solutions for turning your help desk into a
high-performance I T service center, starting today.
1
Library of Congress Cataloging-in-Publication Data
Walker, Gary (Gary S.)
IT problem management/by Gary Walker
p. cm.
Includes index.
ISBN 0-13-030770-X
1. Eletronic data processing-Management. 2. Information technology. I.
Title.
QA76.9.M3 W35 2001
004'.068—dc21
2001016383
2
Copyright Information
© 2001 by Prentice-Hall
Published by Prentice Hall PTR
Prentice-Hall, Inc.
Upper Saddle River, NJ 07458
Prentice Hall books are widely used by corporations and government
agencies for training, marketing, and resale.
The publisher offers discounts on this book when ordered in bulk
quantities.
For more information, contact: Corporate Sales Department, Phone:
800-382-3419;
Fax: 201-236-7141; E-mail:
corpsales@prenhall.com
; or write:
Prentice Hall PTR,
Corp. Sales Dept., One Lake Street, Upper Saddle River, NJ 07458.
All products or services mentioned in this book are the trademarks or
service marks of their respective companies or organizations.
All rights reserved. No part of this book may be reproduced, in any form
or by any means, without permission in writing from the publisher.
Printed in the United States of America
10 9 8 7 6 5 4 3 2 1
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London
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Sydney
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Toronto
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Mexico
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Tokyo
Pearson Education Asia Pte. Ltd.
Editora Prentice-Hall do Brasil, Ltda.,
Rio de Janeiro
To Sharon—you are truly magnificent.
3
IT Problem Management
Acknowledgments
Preface
Overview
1. Introduction to Problem Management
1.1 Help Desk
1.2 Internal and External Service Centers
1.3 Building a Successful Service Center
1.4 Problem Management Process Overview
1.5 Management Review and Oversight
2. Service Center Organization
2.1 Immediate Response Model
2.2 Managed Response Model
3. Maintaining a Service Catalog
3.1 Add a New Service
3.2 Remove a Service
4. Problem Identification
4.1 Problem Discovery
4.2 Problem Reporting Access
4.3 The Proactive Service Center
4.4 Implementation Considerations
5. Customer Validation
5.1 Typical Validation
5.2 Formal Validation
5.3 Validation Process Description
5.4 Validation Implementation
6. Problem Logging
6.1 Current Problem Logging Approaches
6.2 Future Problem Logging Methods
6.3 Service Request Categories Overview
6.4 Prioritizing Requests Overview
7. Service Delivery
7.1 7.1 Problem Determination
7.2 Work Restoration
7.3 Service Center Organization Overview
7.4 Escalation
7.5 Tier 1, 2, and 3 Problem Management Responsibilities
7.6 Service Request (Ticket) Ownership
8. Knowledge Capture and Sharing
8.1 Knowledge Capture and Sharing Overview
8.2 Knowledge Capture Process
8.3 Implementation
9. Management, Review, and Oversight
9.1 Building Your Plan: Strategic Objectives and Metrics
9.2 Using Metrics to Measure Your Progress
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