O'Reilly logo

Problem Manager: Careers in IT service management by Colin Rudd

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

4 TOOLS, METHODS AND TECHNIQUES

This chapter describes the tools, methods and techniques used in the management and resolution of problems. These are many and varied, and many are referred to within service management industry standards and frameworks. The important service management industry standards and frameworks considered within this chapter are:

  • the international standard on IT service management ISO/EC 20000 series;
  • the ITIL framework;
  • the COBIT® framework.

However, before considering these standards and frameworks, the following sections describe some of the frequently used generic problem management methods and techniques.

Typical tools and techniques used within the problem management process are:

  • problem management and analysis ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required