Michael Hall has over 25 years' experience in IT, developing and leading teams, managing change programmes and implementing service management. A specialist in service operations, he implemented problem management as a global function at Deutsche Bank. He is a Chartered IT Professional (CITP) in Service Management.

Michael covers problem management from soup to nuts. Regardless of the maturity of your problem management process, this book will improve it. A must read!

• INTRODUCTION SECTION 1 – INTRODUCING PROBLEM MANAGEMENT 1. What is problem management?2. Factors for success 3. Developing the business case SECTION 2 – IMPLEMENTING AND RUNNING PROBLEM MANAGEMENT 4. The implementation project 5. Organising problem management as a function6. Realising the benefits of problem management  7. Metrics, key performance indicators and reporting 8. Tool requirements 9. Where next for problem management? SECTION 3 – PROBLEM MANAGEMENT PROCESS AND TECHNIQUES 10. Process overview 11. Detect and log problems 12. Assess, prioritise and assign problems  13. Investigation and diagnosis 14. Error resolution 15. Closing problems CONCLUSION