by Jim Bolton and Buff Scott III
The publication is a comprehensive, readable reference for getting started with IT Problem Management. It would certainly help if readers had a basic knowledge of the ITIL IT service management framework prior to starting to use the publication. Many explanations of principles rely on this knowledge, which in fairness the vast majority of people using this book will have. In addressing process and people aspects, I particularly liked the authors' use of examples. Most were very accessible to the intended audience. The structure of the book lends itself to being both an end to end guide and a reference resource.
Problem Management: A Practical Guide shows problem management to be a core business competency that is critical for the reliability and availability of the technology that makes an organization successful.
The ultimate goal of a problem manager is not to manage problems, but to determine how to eliminate them. Problem Management: A Practical Guide will help professionals improve their personal knowledge and skills to investigate the problems that exist within their organization. Organizations no longer need to struggle and experiment with problem management, they can now learn from the experts.
The practical guide to problem management provides excellent guidance on how to implement problem management in a pragmatic, meaningful manner. The book has anecdotes for those who like them, and the years of experience needed to help those beginning avoid the common ditches. Read, review and apply the practices that will facilitate your providing better services to your customers.
The most useful aspect of this book is the authors' ability to provide examples that help the book transcend technology disciplines. This is not a book written specifically for technology support professionals, but rather one that could be used by developers, engineers, system designers, and even those not in the technology organization to understand and implement Problem Management.
It acts as a great starting point for any IT organisation looking to implement Problem Management for first time but can also be a reference point for organisations with a mature 'bedded-in' process.