Practical Guide to IT Problem Management

IT organizations that constantly put out fires by restarting computers rather than addressing the root causes of issues are wasting time and resources. This practical guide provides a combination of methodologies, such as understanding timelines and failure modes, drill down, 5 whys, and divide and conquer, to help IT organizations move forward. It emphasizes the importance of establishing the root cause of a problem, evaluating and prioritizing resolution options, and using problem-solving tools and processes to upskill IT staff and improve problem-solving processes.

Format: Paperback / softback
Length: 88 pages
Publication date: 12 May 2022
Publisher: Taylor & Francis Ltd

Some IT organizations seem to dedicate all their energy to firefighting, dealing with incidents as they arise and fixing or patching over the breakage. In such organizations, restarting computers is considered a standard method to resolve many issues. It is tempting to say that the incident is over and the job is done if restarting the computer fixes the problem. However, problem management recognizes that things do not improve if such an approach is taken. These organizations are essentially spending their time running to stay in the same place.

Practical Guide to IT Problem Management is written to help IT organizations move forward. It presents a combination of methodologies, including understanding timelines and failure modes, drill down, 5 whys, and divide and conquer. The book also explores complexity theory and how automation can assist in shifting left, both the complexity of the problem and who can resolve it.

The book emphasizes that establishing the root cause of a problem is not the end of the process, as the resolution options need to be evaluated and prioritized alongside other improvements. It also explores the role of problem boards and checklists, as well as the relationship between problem management and Lean thinking. This practical guide provides both a framework for tackling problems and a toolbox from which to select the right methodology once the type of problem being faced has been identified. In addition to reactive methods, it presents proactive activities designed to reduce the incidence of problems or to reduce their impact and complexity should they arise.

By implementing these methodologies, IT organizations can improve their problem management practices and become more efficient and effective in resolving issues.

Weight: 180g
Dimension: 198 x 129 (mm)
ISBN-13: 9780367636227