1. Problem Management
A Practical Guide
JIM BOLTON and BUFF SCOTT III
The IT Service Management process known as ProblemManagement is more than simply restoringservices and
applyingpermanent fixes to incidents;itis aboutprovidinga stableand availableinfrastructurethatsupports
business processes and enables thesuccess of the business.
Written by authors who arerecognized experts in problem management, this publication goes beyond existing
process theory and supplements the HDI® Problem Management Professional Certification by includingstep by
step easy to understand examples,real-lifescenariosand personal experiences to keep the reader engaged from
cover to cover. The process templates, tables, and reports included in the appendix will enablereaders to more
quickly establish and matureproblem management within their organization.
So whatever your role – be it technical,managerial,or operational –if you are an IT professional working,or
planningto work within problem management, this book is a must read for you.
Key features
 Consolidates problemmanagement principles and concepts fromnumerous industry frameworks
 Provides clear guidanceon how to successfully incorporate problem management activities within your IT
organization
 Includes recommendations for communicatingand measuringthe business valueof problem
management
 Helps readers avoid common mistakes by following recommendations from the authors’experiences
 Supports and expands upon the HDI Problem Management Professional certification
 Includes valuabletemplates,tables and reports to accelerateimplementation

2. Publication Reviews
“Problem management exists in most organizations,yet often does not achieveits full potential – frequently being
relegated to a call-outbox in the incidentmanagement process:‘resolveroot cause’.
Problem Management: A Practical Guide embraces and expounds on the progress made over the lasttwo decades
whileaddressingthe challenges thatmany organizations haveexperienced in attempting to achieve everything
that problem management promised.It addresses importantareas thathave limited problem management’s
success.
Most importantly, the book 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.”
David Cannon, Vice President, Consulting Group Director, Forrester
‘’The ultimate goal of a problem manager is not to manage problems,but to determine how to eliminatethem.
Problem Management: A Practical Guidewill help professionals improvetheir personal knowledge and skillsto
investigatethe problems that existwithin their organization. Throughout this guide, Jim and Buff have continued
their personal missionsto help organizationsbemore successful by sharingtheir expertise with the industry.
Organizations no longer need to struggle and experiment with problem management, they can now learn from the
experts.’’
Rick Joslin, former HDI Executive Director of Certification & Training
“This book provides excellentresources and real-world examples that transcend technology disciplines.The use of
everyday examples throughout the book makes concepts easy to understand and offers a layman’s viewof one of
the more complex IT servicemanagement processes.
As the firstand only book currently focused specifically on problemmanagement this should be required reading
for anyone lookingto implement this process in their organization.”
John Custy, JPC Group
Price: £40.00
ISBN: 9780117082984
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