Document Controls
For IT Infrastructure & Operations Professionals
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Executive Summary
IT's value to the business must be expressed in terms of its reduction of operational risks, not in terms of its functional advantages. This risk management approach to IT requires strong emphasis on IT service delivery. IT operations organizations must focus on rapidly restoring IT services after they've resolved problems. To do this, firms must build robust problem management, with equal attention to problem management's processes, people, and technology product components.
TABLE OF CONTENTS
- Who Needs A Problem Management Process?
- Problem-Solving Fundamentals
- The Problem Management Process
- People And Organizations
- Products
- The Proactive And Reactive Debate
RECOMMENDATIONS
- We All Need Problem Management
WHAT IT MEANS
- Applications Must Be Designed With Operation In Mind
- Supplemental Material
- Related Research Documents
This is an excerpt
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