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    Incident and Problem Management The Ultimate Step-By-Step Guide
    Incident and Problem Management The Ultimate Step-By-Step Guide
    Incident and Problem Management The Ultimate Step-By-Step Guide
    Ebook210 pages1 hour

    Incident and Problem Management The Ultimate Step-By-Step Guide

    By Gerardus Blokdyk

    ()

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    About this ebook

    Who is responsible for Incident and Problem Management? Is the organization currently using any ITIL tool for change, incident and problem management? What is effective Incident and Problem Management? What does Incident and Problem Management success mean to the stakeholders? Do you cover the five essential competencies: Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organization's ability to leverage the new Incident and Problem Management in a volatile global economy?

    This astounding Incident and Problem Management self-assessment will make you the reliable Incident and Problem Management domain assessor by revealing just what you need to know to be fluent and ready for any Incident and Problem Management challenge.

    How do I reduce the effort in the Incident and Problem Management work to be done to get problems solved? How can I ensure that plans of action include every Incident and Problem Management task and that every Incident and Problem Management outcome is in place? How will I save time investigating strategic and tactical options and ensuring Incident and Problem Management costs are low? How can I deliver tailored Incident and Problem Management advice instantly with structured going-forward plans?

    There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Incident and Problem Management essentials are covered, from every angle: the Incident and Problem Management self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Incident and Problem Management outcomes are achieved.

    Contains extensive criteria grounded in past and current successful projects and activities by experienced Incident and Problem Management practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Incident and Problem Management are maximized with professional results.

    Your purchase includes access details to the Incident and Problem Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:

    - The latest quick edition of the book in PDF

    - The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

    - The Self-Assessment Excel Dashboard, and...

    - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

    …plus an extra, special, resource that helps you with project managing.

    INCLUDES LIFETIME SELF ASSESSMENT UPDATES

    Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

    LanguageEnglish
    Publisher5STARCooks
    Release dateOct 7, 2018
    ISBN9780655475958
    Incident and Problem Management The Ultimate Step-By-Step Guide

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      Book preview

      Incident and Problem Management The Ultimate Step-By-Step Guide - Gerardus Blokdyk

      About The Art of Service

      The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

      Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

      Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

      Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

      With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

      Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

      http://theartofservice.com

      service@theartofservice.com

      Acknowledgments

      This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.

      Representatives from several client companies participated in the preparation of this Self-Assessment.

      Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.

      In addition, we are thankful for the design and printing services provided.

      Included Resources - how to access

      Included with your purchase of the book is the Incident and Problem Management Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

      How? Simply send an email to

      access@theartofservice.com

      with this books’ title in the subject to get the Incident and Problem Management Self Assessment Tool right away.

      You will receive the following contents with New and Updated specific criteria:

      •The latest quick edition of the book in PDF

      •The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

      •The Self-Assessment Excel Dashboard, and...

      •Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

      •…plus an extra, special, resource that helps you with project managing.

      INCLUDES LIFETIME SELF ASSESSMENT UPDATES

      Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

      Get it now- you will be glad you did - do it now, before you forget.

      Send an email to access@theartofservice.com with this books’ title in the subject to get the Incident and Problem Management Self Assessment Tool right away.

      Your feedback is invaluable to us

      If you recently bought this book, we would love to hear from you!

      You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.

      How does it work?

      To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.

      What happens when I submit my review?

      Once you have submitted your review, send us an email at

      review@theartofservice.com with the link to your review so we can properly thank you for your feedback.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of Incident and Problem Management, based on best practices and standards in business process architecture, design and quality management.

      It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

      The criteria of requirements and elements of Incident and Problem Management have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

      In this format, even with limited background knowledge of Incident and Problem Management, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

      How to use the Self-Assessment

      On the following pages are a series of questions to identify to what extent your Incident and Problem Management initiative is complete in comparison to the requirements set in standards.

      To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

      1 Strongly Disagree

      2 Disagree

      3 Neutral

      4 Agree

      5 Strongly Agree

      Read the question and rate it with the following in front of mind:

      ‘In my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Incident and Problem Management Scorecard on the second next page of the Self-Assessment.

      Your completed Incident and Problem Management Scorecard will give you a clear presentation of which Incident and Problem Management areas need attention.

      Incident and Problem Management

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Incident and Problem Management

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service8

      Acknowledgments9

      Included Resources - how to access9

      Your feedback is invaluable to us11

      Purpose of this Self-Assessment11

      How to use the Self-Assessment12

      Incident and Problem Management

      Scorecard Example14

      Incident and Problem Management

      Scorecard15

      BEGINNING OF THE

      SELF-ASSESSMENT:16

      CRITERION #1: RECOGNIZE17

      CRITERION #2: DEFINE:24

      CRITERION #3: MEASURE:36

      CRITERION #4: ANALYZE:48

      CRITERION #5: IMPROVE:57

      CRITERION #6: CONTROL:69

      CRITERION #7: SUSTAIN:80

      Incident and Problem Management and Managing Projects, Criteria for Project Managers:105

      1.0 Initiating Process Group: Incident and Problem Management106

      1.1 Project Charter: Incident and Problem Management108

      1.2 Stakeholder Register: Incident and Problem Management110

      1.3 Stakeholder Analysis Matrix: Incident and Problem Management111

      2.0 Planning Process Group: Incident and Problem Management113

      2.1 Project Management Plan: Incident and Problem Management115

      2.2 Scope Management Plan: Incident and Problem Management117

      2.3 Requirements Management Plan: Incident and Problem Management119

      2.4 Requirements Documentation: Incident and Problem Management121

      2.5 Requirements Traceability Matrix: Incident and Problem Management123

      2.6 Project Scope Statement: Incident and Problem Management125

      2.7 Assumption and Constraint Log: Incident and Problem Management128

      2.8 Work Breakdown Structure: Incident and Problem Management130

      2.9 WBS Dictionary: Incident and Problem Management132

      2.10 Schedule Management Plan: Incident and Problem Management134

      2.11 Activity List: Incident and Problem Management136

      2.12 Activity Attributes: Incident and Problem Management138

      2.13 Milestone List: Incident and Problem Management140

      2.14 Network Diagram: Incident and Problem Management142

      2.15 Activity Resource Requirements: Incident and Problem Management144

      2.16 Resource Breakdown Structure: Incident and Problem Management146

      2.17 Activity Duration Estimates: Incident and Problem Management148

      2.18 Duration Estimating Worksheet: Incident and Problem Management150

      2.19 Project Schedule: Incident and Problem

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