October 2016
Intermediate to advanced
193 pages
4h 46m
English
Content preview from Problem Management
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3 Problem management activities
Focus on the important things – Jim’s experience
We often find that whatever we focus on has a tendency to improve and those things that we ignore have a tendency to degrade. This is certainly true in ITSM. Less mature organizations are focused on increasing the number of incidents resolved by the service desk (incident management) with little or no attention given to reducing the total number of incidents (problem management). How many times have we gone to a celebration honouring the IT staff who worked through the night to resolve a major incident, while those folks who work in problem management (to come up with a permanent solution) are never recognized? Less mature organizations have a tendency to ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.