Problem management is the one IT service management process that tends to return more benefits more quickly than any of the others. Based on the author's extensive experience and backed up by suggestions and ideas from other practitioners, this book offers practical, real-world guidance on all aspects of implementing and running an effective problem management function, from proposition and justification of the function to different ways of organising it. Offering advice and recommendations tailored to different types of organisations, it gives IT practitioners, consultants and managers the tools to add real value to their businesses.'Michael covers problem management from soup to nuts. Regardless of the maturity of your problem management process, this book will improve it. A must read!'Joseph Gallagher, Problem management thought leader --'This is essential reading for anyone who wants to take problem management seriously. I thoroughly recommend it.'James Bourgerie, Global Process Owner Problem Management, Computacenter --