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This book is a reflection of my learning of problem management activities over the years and a sincere effort to equip aspiring problem managers with all the knowledge that can, not only decrease their learning curve but also help them become effective in their role from the onset. I envision this book to help all problem managers who are already playing the role and the one’s aspiring, drive the process more effectively to deliver faster and superior results.
The book includes critical guidance on daily, weekly and monthly activities of a problem manager, problem identification (what data to analyse and how), how to measure and report problem process effectiveness and what to report to the CXO to demonstrate the effectiveness of problem management process. You may self certify using the scenario- based exam included in the book.
Mr. Shiva Kumar Bhaskaran carries about 12 years’ experience in IT and ITeS industries. He has worked for industry leaders like IBM, HSBC and Wipro. He is currently employed as a senior process Consultant with one of the leading Indian IT service providers.
Shiva has worked in the IT service management area and in specific problem management for over six years both as a problem manager and process consultant with many implementations along the way across industry verticals like Manufacturing, BFSI, Energy, Utilities, Retail and ITeS, and also across geographies of US, UK, Europe, APAC and India.
Shiva has developed and delivered niche trainings in the areas of capacity (capacity management for capacity managers) and problem (problem management for problem managers). He has also delivered ITIL® Foundation class room trainings in India and US, and also Webinars on other IT service management topics.
By education, Shiva is a Graduate in Computer Science and Mathematics from Osmania University, India. His professional certifications include ITIL® expert, certified lead auditor for ITSM and ISMS quality management systems, COBIT foundation, certified network security manager (CNSM) and Six Sigma black belt. He is also PMP and CCNA trained.
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