num_pages: 252
description: The complete "best practices" guide to IT problem resolution!No matter how professional your IT organization, if you can't resolve problems quickly and effectively, you'll lose your stakeholders' confidenceand fail. Nowadays, help desk s aren't enough: companies want true service centers capable of delivering complex, strategic solutions. IT Problem Management is the first single source for building world-class problem management processes. Drawing upon his extensive consulting e xperience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service centerin-house or out-sourced. Coverage includes:   Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversight   The Immediate Response Model: accounting for problem variability, complexity, and volume   Detailed metrics for measuring your responsiveness   Bett er ways to create and use service level agreements   State-of-the-art tools for customer interaction, service delivery, and proactive monitoring   New Internet and knowledge base systems: empowering users to solve their own problems   The human side: staffing, retention, and motivation  IT Problem Management isn't just theory: it delivers real-world case studies, detailed benchmarks, and practical solutions for turning your help desk into a high-performance I T service center, starting today.
language: English
title: IT Problem Management
titlecomplete: IT Problem Management
ratings_count: 13
publisher: Prentice Hall