Solving Problems: A problem manager's handbook, a guide to implementing problem process for IT services (Paperback) (ISBN-13: 9781511504447)

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(R) 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(R) 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.