Problem Management

INDEX

80–20 rule see Pareto analysis

accountability Fig. 5.2, 66, 73, 74, 107, 143

Adams, Dennis 75

agendas, root cause analysis meetings 68–72

agile development 56, 119

agreements 14–16

analysis see data analysis; root cause analysis (RCA)

analytical metrics 99, 109

analytical skills 59

Anderson, Stewart 147

announcements Tab. 4.1, 32, 36, 41

application teams 56

assessing problems Tab. 12.1, 138–139

assigning problems Tab. 12.1, 114, 115, 143

attitudes Tab. 4.2, 9, 10, 43–44

availability management 135

awareness, raising 13, 32

baseline data 26, 35, 99–100

behaviour

change 10

and metrics 99

resistance to change Tab. 4.2, 9, 10, 43–44, 62

benefits 17–18, 24–25

blame 9, 80, 83, 87, 133

bottlenecks 45, 47, 61, 73, 74, 108, 129

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