Publisher's Synopsis
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 someone to go and get that specific information!"
"RESOLVE IT" is a book that will provide you with the structure, process and questions on how to approach any incident situation and will increase your success and confidence levels beyond all expectations!
CHARLES H. KEPNER, PH.D., is the non-executive VP for R&D at Thinking Dimensions, a firm specializing in incident investigation research and consulting. Prior to co-founding Thinking Dimensions in 1997, Dr. Kepner was Vice Chairman of Kepner-Tregoe, Inc., and President Kepner Associates Inc. He is the author of The New Rational Manager, FreeZone Innovation and Managing Beyond the Ordinary. He lives in Kensington, California.
MATTHYS J FOURIE, PH.D., is President and Managing Partner of Thinking Dimensions Global and head of the IT CSI global practice. Dr. Fourie co-authored the FreeZone Innovation book with Dr. Kepner. He is a regular speaker on issues pertaining to IT Service Management and thought leader in Incident Investigation practices. He lives in Fairfax, Virginia.
ANDREW SAUTER, is a Partner in Thinking Dimensions Global and Managing Director of Thinking Dimensions Australia. Andrew has over 25 years experience in IT running his own IT businesses and holding positions including CIO and other senior management roles in IT. Today he is a key figure in leading the IT Root Cause Analysis initiatives in Australia.
