Download or read book Incident and Problem Management the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-10-07 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who is responsible for Incident and Problem Management? Is the organization currently using any ITIL tool for change, incident and problem management? What is effective Incident and Problem Management? What does Incident and Problem Management success mean to the stakeholders? Do you cover the five essential competencies: Communication, Collaboration, Innovation, Adaptability, and Leadership that improve an organization's ability to leverage the new Incident and Problem Management in a volatile global economy? This astounding Incident and Problem Management self-assessment will make you the reliable Incident and Problem Management domain assessor by revealing just what you need to know to be fluent and ready for any Incident and Problem Management challenge. How do I reduce the effort in the Incident and Problem Management work to be done to get problems solved? How can I ensure that plans of action include every Incident and Problem Management task and that every Incident and Problem Management outcome is in place? How will I save time investigating strategic and tactical options and ensuring Incident and Problem Management costs are low? How can I deliver tailored Incident and Problem Management advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Incident and Problem Management essentials are covered, from every angle: the Incident and Problem Management self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Incident and Problem Management outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Incident and Problem Management practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Incident and Problem Management are maximized with professional results. Your purchase includes access details to the Incident and Problem Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book Incident management team The Ultimate Step By Step Guide written by Gerardus Blokdyk and published by . This book was released on with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Incident Management Team the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-07-21 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: If substitutes have been appointed, have they been briefed on the Incident management team goals and received regular communications as to the progress to date? What is Incident management team's impact on utilizing the best solution(s)? Who will be responsible for documenting the Incident management team requirements in detail? What sources do you use to gather information for a Incident management team study? Which customers cant participate in our Incident management team domain because they lack skills, wealth, or convenient access to existing solutions? This breakthrough Incident management team self-assessment will make you the principal Incident management team domain leader by revealing just what you need to know to be fluent and ready for any Incident management team challenge. How do I reduce the effort in the Incident management team work to be done to get problems solved? How can I ensure that plans of action include every Incident management team task and that every Incident management team outcome is in place? How will I save time investigating strategic and tactical options and ensuring Incident management team costs are low? How can I deliver tailored Incident management team advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Incident management team essentials are covered, from every angle: the Incident management team self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Incident management team outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Incident management team practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Incident management team are maximized with professional results. Your purchase includes access details to the Incident management team self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book Crisis Incident Management the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-09-10 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: What are your results for key measures or indicators of the accomplishment of your Crisis Incident Management strategy and action plans, including building and strengthening core competencies? How is the value delivered by Crisis Incident Management being measured? What other areas of the organization might benefit from the Crisis Incident Management team's improvements, knowledge, and learning? Have the types of risks that may impact Crisis Incident Management been identified and analyzed? Do we cover the five essential competencies-Communication, Collaboration, Innovation, Adaptability, and Leadership that improve an organization's ability to leverage the new Crisis Incident Management in a volatile global economy? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Crisis Incident Management investments work better. This Crisis Incident Management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Crisis Incident Management Self-Assessment. Featuring 678 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Crisis Incident Management improvements can be made. In using the questions you will be better able to: - diagnose Crisis Incident Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Crisis Incident Management and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Crisis Incident Management Scorecard, you will develop a clear picture of which Crisis Incident Management areas need attention. Your purchase includes access details to the Crisis Incident Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book Incident Management Report the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-04-09 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is Incident Management Report currently on schedule according to the plan? How will the Incident Management Report team and the organization measure complete success of Incident Management Report? Has the Incident Management Report work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed? Have all basic functions of Incident Management Report been defined? Is Incident Management Report dependent on the successful delivery of a current project? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Incident Management Report investments work better. This Incident Management Report All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Incident Management Report Self-Assessment. Featuring 638 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Incident Management Report improvements can be made. In using the questions you will be better able to: - diagnose Incident Management Report projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Incident Management Report and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Incident Management Report Scorecard, you will develop a clear picture of which Incident Management Report areas need attention. Your purchase includes access details to the Incident Management Report self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Incident Management Best Practice Handbook written by Ivanka Menken and published by . This book was released on 2010 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to Incident Management. Incident Management is an IT Service Management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA). It is one process area within the broader ITIL environment. This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating incident management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning incident management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for incident management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill incident management implementation early in its life by offering too much before there is a stable incident management process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the incident management structure provides insights and information that can be applied to a large number of solutions. Since incident managements will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure incident management to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when incident managements are established. This book gets into the meat by thoroughly covering the processes that are essential to running incident management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run incident management initiatives. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for the incident management once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done be most incident management initiatives. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the incident management to IT and business management. You will find this book to be one of the best for planning and implementing world-class incident management. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book should do at least as well as the first edition, which is a bestseller.

Download or read book Major Incident Management for IT Operations written by Christopher Skelton and published by . This book was released on 2017-09-19 with total page 33 pages. Available in PDF, EPUB and Kindle. Book excerpt: There are numerous books on incident management from different best practices, but few that provide a comprehensive guide to major incident management for information technology IT. The ITIL� IT Operations Manual has three paragraphs dedicated to major incident management. Major incident management has become a career choice as many businesses employ specialists responsible for returning services to normal as soon as possible after a major incident while minimising impact to the business. Hence, this book has been written focusing on those elements of major incident management which were not covered in this level of detail by best practice frameworks or by other authors. This book has been written considering the challenges faced by major incident managers focusing on the definition and establishment of a major incident management process, roles and responsibilities, showing value through matrices and self-management during a major incident.This book takes the reader through all aspects of major incident management:1. Introduction to Major Incident Management - A high level introduction discussing what a major incident is and what major incident management is and is not.2. Defining What Constitutes a Major Incident - Rules for assigning priorities to Incidents, including the definition of what constitutes a major incident as agreed between IT and the business. It outlines sequential steps which could help define which incidents should trigger the invocation of the major incident process.3. Define Interfaces with Other Functions - Defines the relationship with all stakeholders, building the cross-functional team.4. Define the Engagement and Escalation Plan - Processes that need to be in place to ensure rapid engagement when a major incident is reported.5. Major Incident Management Tools and Infrastructure - These will enable efficient, effective and rapid resolution of major incidents.6. Define the Major Incident Management Process - The sequence of steps that should occur following a major incident being reported. This includes process flow charts and the definition of roles and responsibilities.7. Roles and Responsibilities - Agreed and defined responsibilities for all of the cross-functional major incident management team members.8. Communication Plan - Defined and agreed plan to communicate a major incidents status across all stakeholders.9. Post Major Incident Review - Identify lessons learnt to enable continuous service improvement and handover to problem management.10. SLA's, OLA's and UC's - Defining and agreeing the major incident management service level agreements with the business and the operating level agreements and third party underpinning contracts required to support these agreements.11. Major Incident Management Matrix - Measuring performance against service level agreements and key performance indicators.12. Major Incident Manager Self-Management - Tips and tricks for the major incident manager to manage the incident as effectively and efficiently as possible in stressful scenarios.

Download or read book IT Problem Management written by Gary S. Walker and published by Prentice Hall Professional. This book was released on 2001 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface In the past three decades, businesses have made staggering investments in technology to increase their productivity and efficiency. The technological infrastructure of these companies has become increasingly sophisticated and complex. Most companies today are extremely dependent on their technological infrastructure. Operating without it is like trying to run a business without a telephone or electricity. Businesses depend on their technology at least as much as, perhaps more than, any other utility. However, unlike the telephone and electric industries, technology has not had the benefit of 100 + years to mature under the control of a handful of companies. Thousands of companies contribute to technology, each doing whatever they think will sell the best. Extreme and rapid innovation is the rule, not the exception. Change is the rule, not the exception. The resulting complexity has posed a new challenge for companies: how to realize the potential and anticipated benefits of the investments in an environment of constant change. Businesses are so reliant on technology that they need it to operate as reliably, consistently, and universally as the telephone and electricity. We are a long way from achieving that level of service. Businesses face rising costs because of constant failures that result in lost productivity. It is very difficult and expensive to find the resources with the expertise to manage and repair their infrastructures. It is extremely difficult and expensive to keep those resources trained to manage a constantly evolving environment. But guess what. There is no choice but to invest in technology, because it has to be done. Business cannot stop investing in technology or they will be crushed by the competition. So what have they done? They have standardized to limit the diversity, the expertise required, and the problems associated with diversity. They have striven to make the infrastructure as reliable as the telephone and to keep employees productive. And they have created a team that has the skills, the facilities, and the charter to fix existing problems and reduce future problems. That team is the service center, and this book shares how the best of those teams are doing just that. Technology impacts more than just a business's internal operations. What about the company's customers? They often need support, as well. More companies are realizing the value of providing quality service to its customers. Some studies have indicated that keeping a customer costs one-tenth the price of getting a new one, while the return business from satisfied customers count for substantially more than one-tenth of a company's revenue. It makes good economic sense to spend money on keeping existing clients satisfied. For many companies, that means providing customers with quality support for the products and services they purchase. So who in the company provides that service? You guessed it—the service center. What is a service center? It is an organization whose charter and mission are to provide support services to internal or external customers, or to both. It is a concentration of expertise, processes, and tools dedicated to taking customers' requests and fulfilling them in a timely and cost-effective manner, leaving the customer delighted with the experience. A service center has a defined range of service offerings, from fixing problems to providing value-added services, and everything in between. This book is intended to help a company set up that service center and deliver those services cost effectively. The book focuses on structuring the organization and building the processes to move service requests efficiently and effectively through the organization to deliver quality service to the customer. It discusses the pitfalls that afflict many service centers and offers techniques and solutions to avoid those pitfalls. The book discusses the tools available to help a service center manage its business and deliver high quality cost-effective services to customers. The traditional help desk is still around, but many have evolved into service centers. As more businesses are faced with increasing technology costsand increasing pressure to be productive and efficient internally—while delighting external customers—many more help desks will be forced to evolve. For a well-run help desk, the evolutionis natural and not overly difficult. Most help desks were originally designed to provide one type of service, technical support. Help desks traditionally helped customers by fixing their problems and answering their questions. The help desk concentrated technical expertise, problem management processes, and tools to track and resolve customer problems, answer customer questions, and deliver that support as cost effectively as possible. Many help desks have done this quite successfully, and many have not. As their companies reengineer and look to streamline operations, many company executives have asked the simple question, "Today, you provide one type of service—technical support. How hard would it be to add additional services?" It's a fair question, because the help desk already takes service requests, tracks them, makes delivery commitments to customers, delivers the services, and charges the customers. The organization, the processes, the tools are in place. The evolution usually starts small, with simple, technology-related, value-added services, such as ordering PCs. You need a PC, contact the help desk. They'll figure out what you need, order it, track the order, install it when it arrives, and then support you if you have any questions. Voila, the help desk is now providing value-added services. Since you are ordering the equipment and maintaining and fixing it all the time, how about keeping track of it? No one else does. Again, voila, you're providing a value-added asset management service. Since you have all of that valuable information, can you report on it quarterly to the insurance and risk anagement department and the finance and accounting group? Yep, another—value added service. Hey, you guys are pretty good at this stuff. We need computer training. Can you make arrangements for that and then handle the scheduling? Its happened. You are no longer just a help desk—you are a service center, offering both traditional help desk support and value-added services to your customers. This goes along for a while, and you tweak the processes and improve your delivery capability. Then, someone in the company gets the idea that a single point of contact for many internal services would be handy, and since you're already capable of handling value-added servicesand you do it so well, you should consider handling many more. That certainly sounds reasonable. For example, how about a service for new employees. Instead of the HR department contacting the telecom department, the help desk, and the facilities department every time a new employee is hired, why don't they just contact the service center and let them coordinate the rest. Like magic, you've added a service called New Employee Setup, or maybe even better, Amaze the New Employee. You gather the vital information—her name, who she works for, when she starts, what budget to charge, where she'll be sitting. You order her PC, you contact telecom to set up her phone and voice mailbox, and you contact facilities to set up her workspace. Then, you notify security and set up her appointment to get a badge, you schedule her into the next orientation class, and you schedule her in the next "PC and Networking in Our Company" class. Finally, you generate the standard welcome-on-board letter that tells her the classes she is scheduled for and where they are located. You have standard attachments that explain how to use the phone and how to log on to the PC, and most importantly, how to reach the service center. You email the package to HR, who is merely awaiting her arrival, secure in the knowledge that all is well, everything is ready, and that the new employee will be duly impressed with her new company. Just as you do with the problems you handle, you follow up on this service to make sure the work is done on time. Now your follow-up includes telecom and facilities, who essentially act like any other tier 2 group. Instead of generating a trouble ticket, you generate a tracking ticket, which is associated with another new type of ticket, a work order. One work order is sent to telecom and another to facilities. The new tracking ticket looks amazingly similar to a trouble ticket. It has the same contact information—the customer name and location, the desired delivery date, the name of the agent who took the order, when the order was placed, the current status, and who else is involved. Work order tickets really aren't much different than a traditional trouble ticket to dispatch, for example, a hardware support technician that includes information on where to go, what needs to be done, when it needs to be done, who is handling it, its current status and priority, and so on. The work order ticket even goes into a queue, just like a problem ticket dispatched to any tier 2 support group. And just as with trouble tickets, you have processes and tools in place to escalate the tracking and work order tickets, and to send notifications if there is a problem or if more work to be done. The entire process is, logically, very similar to managing problems. The information must be tracked, people are assigned to do the work, the work is prioritized, time commitments are in place, processes are in place to handle work that can't be done in the agreed upon time frame, additional levels of expertise are available to handle difficulties. Perhaps most importantly, it is all initiated, tracked, and closed centrally. Many help desks resist this evolution. If their house is not in order and they are struggling to handle technical support, they should resist. Get the technical support in order first. Work on your problem management processes and take advantage of your existing tools. When your problem management processes are working, they'll work just as well for other value-added services. That is the secret. If you can make and meet time commitmentsfor technical support to customers, you can easily add new value-added services to your repertoire. Value-added services are like the simplest, most common, recurring problems your customers call about. They're easy because the request is common, so everyone is familiar with it. The solution is known; its predefined. Processes to deliver the solution are already in place. Processes to deal with unexpected complications are already defined and in use. Simple. You have the tools, the people, the processes, the organization, and the experience. Overview This book was written because problem management is one of the most important processes for any IT organization. Yet, of the hundreds of companies we have worked with, it is most often not done well. It seems that many companies consider problem management only as an afterthought, a necessary evil, overhead, or worse, all of the above. So what is problem management? Problem management is a formal set of processes designed and implemented to quickly and efficiently resolve problems and questions. Those problems and questions come from customers, both internal and external. Why is problem management important? Because how well you do at resolving those problems and questions determines how your customers perceive you. Further, how you provide those services can make an enormous difference in your overall costs—not only your costs, but also the costs your customers incur. Do a poor job on your problem management processes and your customers will think ill of you. Internal customers can be the most vicious, because they know who to complain to. They also complain to each other, and before you know it, the entire company believes you to be incompetent, at least as far as problem management goes. Worse, that attitude can easily fail over to the entire IT department. Let's face it—most of the IT department's exposure is through the problem management function (the help desk) and that is where your reputation will be made or broken. It isn't hard to justify spending to improve problem management when you calculate the number of hours of internal downtime and the average cost per hour the company absorbs for that downtime. Run the numbers and see for yourself. External customers can be less vicious on a personal level, but from the business perspective, their impression is even more important. If they don't like the way you handle problems, they may complain, but worse, they will most certainly vote with their dollar by taking it elsewhere—and will probably tell everyone they know to do the same. Your company worked hard and spent significant dollars to win that customer. To lose them because you provided poor service is an enormous waste. What will it cost you to win them back? Can you win them back? Can you ever win their friends and associates? Many studies have found that it is much cheaper to keep a customer than to win a new one. If your company hasn't seen this light yet, you need to convince them. This book was written to tell you what you can and should consider doing to improve your problem management processes. It is based on experience gained at many different sites and focuses on improving service delivery and efficiency. It's true—you can do it better and cheaper. You may have to spend some capital up front, but a standard project cost/benefit analysis will show that you can recoup those costs quickly, and in some cases, can generate significant dollars. This book was written for CIOs, vice presidents, help desk and service center managers, and the senior-level internal customers of the problem management department—anyone who can influence the problem management function and wants to understand more about what can and should be done to improve performance. I appreciate any feedback you wish to provide. You can reach me at [email protected]@hotmail.com. Best of luck to you, Gary Walker

Download or read book Problem Management written by Jim Bolton and published by . This book was released on 2016-10 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: This publication serves as the definitive resource for individuals and organizations looking to establish and mature the problem management process within their organization. It consolidates concepts and principles found across numerous IT service management (ITSM) frameworks, then adds the collective experiences of industry experts into an easy-to-read, practical and insightful guide. The bonus materials in the appendices provide templates, workflows and tools that can be leveraged by the reader to accelerate the maturity of their problem management process. Problem Management: A Practical Guide is fully aligned with and serves as an expanded resource for the Problem Management Professional certification course offered by HDI

Download or read book Ultimate ITIL 4 Foundation Certification Guide written by Sankarsan Biswas and published by Orange Education Pvt Ltd. This book was released on 2024-08-22 with total page 657 pages. Available in PDF, EPUB and Kindle. Book excerpt: TAGLINE Turbo Charge Your IT career with ITSM Knowledge KEY FEATURES ● In-depth exploration of ITIL4, from foundational concepts to advanced practices, ensuring a holistic understanding of IT Service Management (ITSM). ● Actionable advice and strategies for implementing ITIL4, including a roadmap for certification and real-world solutions for organizational challenges. ● Emphasis on leveraging ITIL4 for driving innovation and digital transformation, preparing readers for future ITSM demands. DESCRIPTION The book offers a detailed exploration of the ITIL framework, covering all its aspects, from the basic principles to advanced concepts. This thorough coverage is essential for a deep understanding of ITIL and its application in IT service management. The book is designed to be user-friendly, with clear language, helpful diagrams, and a layout that facilitates easy understanding and retention of information. This book provides a structured approach to preparing for ITIL certification exams, including study tips, practice questions, and summaries, which are tailored to aid in both certification preparation and practical implementation. It includes insights and tips from seasoned ITIL practitioners, providing readers with valuable perspectives from experts in the field. Given the evolving nature of ITIL, the book is updated with the latest practices, ensuring that readers are learning the most current practices in IT service management. The book emphasizes the practical application of ITIL, helping readers understand how to effectively implement ITIL practices in their daily work and organizational context. The book is a comprehensive, practical, and up-to-date resource for anyone looking to deepen their knowledge of ITIL, prepare for certification, and successfully implement ITIL practices in their professional roles. WHAT WILL YOU LEARN ● Gain a deep understanding of ITIL4 principles and best practices, enabling you to effectively manage and improve IT services. ● Learn strategies to enhance the quality, efficiency, and reliability of your organization’s IT services, leading to increased customer satisfaction and operational excellence. ● Acquire practical skills to plan, execute, and sustain ITIL4 implementations, ensuring smooth transitions and long-term success. ● Prepare thoroughly for ITIL certification exams with comprehensive guidance, tips, and strategies, boosting your credentials and career prospects. ● Understand how to leverage ITIL4 to innovate and transform IT operations, positioning your organization at the forefront of the digital era. ● Develop the ability to combine people, processes, and technology seamlessly for a comprehensive approach to IT Service Management (ITSM). WHO IS THIS BOOK FOR? This book is tailored for IT professionals and leaders at all levels aiming to enhance their IT Service Management skills, including IT managers, service delivery managers, ITIL practitioners, project managers, operations managers, service desk managers, governance officers, digital transformation leaders, and those preparing for ITIL certification. TABLE OF CONTENTS 1. Getting Started with ITIL and ITSM 2. Navigating the ITIL4 Landscape-1 3. Navigating the ITIL4 Landscape-2 4. A Holistic Approach to IT Service Management 5. General Management Practices – I 6. General Management Practices – II 7. General Management Practices - III 8. General Management Practices – IV 9. Technical Management Practices 10. Service Management Practices - I 11. Service Management Practices - II 12. Service Management Practices-III 13. Service Management Practices - IV 14. Service Management Practices - V 15. Roadmap for ITIL Certification 16. Digital Transformations With ITIL4 17. Implementing ITIL4 in Organizations Index

Download or read book Incident Response the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-09-28 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is Supporting Incident Response documentation required? Measure, Monitor and Predict Incident Response Activities to Optimize Operations and Profitably, and Enhance Outcomes Do you expect suppliers to explain incident response procedures? What other jobs or tasks affect the performance of the steps in the Incident Response process? Cloud management for Incident Response do we really need one? This instant Incident Response self-assessment will make you the credible Incident Response domain leader by revealing just what you need to know to be fluent and ready for any Incident Response challenge. How do I reduce the effort in the Incident Response work to be done to get problems solved? How can I ensure that plans of action include every Incident Response task and that every Incident Response outcome is in place? How will I save time investigating strategic and tactical options and ensuring Incident Response costs are low? How can I deliver tailored Incident Response advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Incident Response essentials are covered, from every angle: the Incident Response self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Incident Response outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Incident Response practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Incident Response are maximized with professional results. Your purchase includes access details to the Incident Response self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book Root Cause Analysis Handbook written by ABS Consulting and published by Rothstein Publishing. This book was released on 2014-10-01 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you trying to improve performance, but find that the same problems keep getting in the way? Safety, health, environmental quality, reliability, production, and security are at stake. You need the long-term planning that will keep the same issues from recurring. Root Cause Analysis Handbook: A Guide to Effective Incident Investigation is a powerful tool that gives you a detailed step-by-step process for learning from experience. Reach for this handbook any time you need field-tested advice for investigating, categorizing, reporting and trending, and ultimately eliminating the root causes of incidents. It includes step-by-step instructions, checklists, and forms for performing an analysis and enables users to effectively incorporate the methodology and apply it to a variety of situations. Using the structured techniques in the Root Cause Analysis Handbook, you will: Understand why root causes are important. Identify and define inherent problems. Collect data for problem-solving. Analyze data for root causes. Generate practical recommendations. The third edition of this global classic is the most comprehensive, all-in-one package of book, downloadable resources, color-coded RCA map, and licensed access to online resources currently available for Root Cause Analysis (RCA). Called by users "the best resource on the subject" and "in a league of its own." Based on globally successful, proprietary methodology developed by ABS Consulting, an international firm with 50 years' experience in 35 countries. Root Cause Analysis Handbook is widely used in corporate training programs and college courses all over the world. If you are responsible for quality, reliability, safety, and/or risk management, you'll want this comprehensive and practical resource at your fingertips. The book has also been selected by the American Society for Quality (ASQ) and the Risk and Insurance Society (RIMS) as a "must have" for their members.

Download or read book Critical Incident Technique The Ultimate Step By Step Guide written by Gerardus Blokdyk and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Critical Incident Technique The Ultimate Step-By-Step Guide.

Download or read book Zendesk QuickStart Guide written by Crystal Taggart and published by CreateSpace. This book was released on 2014-03-20 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is short and sweet. It's about getting Zendesk implemented quickly and easily using ITIL best practices. Because Zendesk's training is pretty good, the goal was not to teach you how to use Zendesk. The goal was to write a book that would take the reader 1 hour what took me 3 days (and 17 years of experience!) to do. I knew the process I wanted to implement, but figuring out how to implement that process within Zendesk was a challenge. It provides a little bit of a background on ITIL, a little bit of process information, and a lot of configuration information. It doesn't walk through administration settings that are unrelated to setting up an ITIL-based process (such as how to configure your own email address.) This book is focused as a step-by-step guide on the best way to configure Zendesk to support four major ITIL (Information Technology Infrastructure Library) processes: Incident Management Release Management Problem Management Change Management

Download or read book Critical Incident Management written by Vincent Faggiano and published by CRC Press. This book was released on 2011-11-15 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Terrorism threats and increased school and workplace violence have always generated headlines, but in recent years, the response to these events has received heightened media scrutiny. Critical Incident Management: A Complete Resource Guide, Second Edition provides evidence-based, tested, and proven methodologies applicable to a host of scenarios that may be encountered in the public and private sector. Filled with tactical direction designed to prevent, contain, manage, and resolve emergencies and critical incidents efficiently and effectively, this volume explores: The phases of a critical incident response and tasks that must be implemented to stabilize the scene Leadership style and techniques required to manage a critical incident successfully The National Incident Management System (NIMS) and the Incident Command System (ICS) Guidelines for responding to hazardous materials and weapons of mass destruction incidents Critical incident stress management for responders Maintaining continuity of business and delivery of products or services in the face of a crisis Roles of high-level personnel in setting policy and direction for the response and recovery efforts Augmented by Seven Critical TasksTM that have been the industry standard for emergency management and response, the book guides readers through every aspect of a critical incident: from taking initial scene command, to managing resources, to resolution, and finally to recovery and mitigation from the incident. The authors’ company, BowMac Educational Services, Inc., presently conducts five courses certified by the Department of Homeland Security. These hands-on "Simulation Based" Courses will prepare your personnel to handle any unexpected scenario. For additional information contact: 585-624-9500 or [email protected].

Download or read book Critical Incident Technique the Ultimate Step By Step Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-07-21 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do we monitor the Critical Incident Technique decisions made and fine tune them as they evolve? Will team members regularly document their Critical Incident Technique work? What sources do you use to gather information for a Critical Incident Technique study? How do we Improve Critical Incident Technique service perception, and satisfaction? Do we all define Critical Incident Technique in the same way? This amazing Critical Incident Technique self-assessment will make you the trusted Critical Incident Technique domain standout by revealing just what you need to know to be fluent and ready for any Critical Incident Technique challenge. How do I reduce the effort in the Critical Incident Technique work to be done to get problems solved? How can I ensure that plans of action include every Critical Incident Technique task and that every Critical Incident Technique outcome is in place? How will I save time investigating strategic and tactical options and ensuring Critical Incident Technique costs are low? How can I deliver tailored Critical Incident Technique advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Critical Incident Technique essentials are covered, from every angle: the Critical Incident Technique self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Critical Incident Technique outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Critical Incident Technique practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Critical Incident Technique are maximized with professional results. Your purchase includes access details to the Critical Incident Technique self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book The Site Reliability Workbook written by Betsy Beyer and published by "O'Reilly Media, Inc.". This book was released on 2018-07-25 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2016, Google’s Site Reliability Engineering book ignited an industry discussion on what it means to run production services today—and why reliability considerations are fundamental to service design. Now, Google engineers who worked on that bestseller introduce The Site Reliability Workbook, a hands-on companion that uses concrete examples to show you how to put SRE principles and practices to work in your environment. This new workbook not only combines practical examples from Google’s experiences, but also provides case studies from Google’s Cloud Platform customers who underwent this journey. Evernote, The Home Depot, The New York Times, and other companies outline hard-won experiences of what worked for them and what didn’t. Dive into this workbook and learn how to flesh out your own SRE practice, no matter what size your company is. You’ll learn: How to run reliable services in environments you don’t completely control—like cloud Practical applications of how to create, monitor, and run your services via Service Level Objectives How to convert existing ops teams to SRE—including how to dig out of operational overload Methods for starting SRE from either greenfield or brownfield