Problem Management: A Practical Guide

This is a practical guide for anyone involved with the creation and development of efficient service request catalogues for consumer and business services. In order to have smooth online transactions, the service request catalogue is critical. This publication will benefit not only those in IT, but also those who need to oversee delivery of an automated catalogue to ensure optimal implementation for a successful customer experience. This is a frequently confused area and the author provides practical guidance as well as distinguish the differences between defined services and requests associated with them. Also included are topics such as integrating governance, tool considerations and catalogue measurement and improvement.