Автор:Charles H.Kepner Год: 2013 Издание:
Книга по Требованию Страниц: 116 ISBN: 9781457513541 The IT professional is constantly struggling with information overload when addressing Incident and Problem Management situations. They need an approach that would dispense with all the different dimensions and layers of data and information to reveal the true nature of the incident or problem as early as possible. What the incident & problem investigators need is a structured, systematic thinking process that helps them to discover the information that is relevant and remove the irrelevant information. Imagine having access to a process that would deliver the correct starting point and provide you only the relevant information first time every time? Even better, imagine having a structured set of 18 questions that would identify what information is missing and therefore the reason why the cause has not been identified yet. When the investigator trusts the process he or she will have a more direct approach. "You either know the answer to the question or you need to get...