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Problem Manager: Careers in IT service management by Colin Rudd

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2 OVERVIEW OF THE MANAGEMENT OF PROBLEMS

This book describes and explains the possible roles and activities of a problem manager, and this chapter provides an introduction to service management and specifically problem management.

INTRODUCTION TO SERVICE MANAGEMENT

The management of services and information is vital to the success of all organisations. The level of IT service delivered to the business has a major impact on the quality of the information and its accuracy, accessibility and availability. There are very few business processes that can run without the IT services that support them or the information those services provide. Many IT service provider organisations invest significant amounts of time and effort into the management and ...

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