Join David Pultorak for an in-depth discussion in this video Do it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Now it's our turn to give this a whirl.…Make sure to separate your brainstorming session…into two distinct phases.…One that generate ideas and one where you edit them down.…Use the four P's in both sessions to group ideas…and be sure in the first phase, idea generation,…to enforce the sequence and the roll,…"No idea is criticized, ever!"…You may want to enforce sequence in the second phase,…editing, if you think it will help…bounce feedback from the group.…Make sure you go over the rules before you start.…
I suggest writing the brainstorming rule…up on the whiteboard…and preparing a parking lot flip chart in advance.…Good luck.…
- Ishikawa diagrams
- Kepner-Tregoe root cause analysis
- Fault tree analysis
- Component failure impact analysis
- Service outage analysis
- Post-implementation and major problem review
ITIL® trainer David Pultorak outlines the what, why, where, and how of each technique, and provide examples so you can practice with the goal of placing each technique into "muscle memory." He examines the 4 Ps that can contribute to or help resolve every problem—people, processes, products, and partners—and provides tips on where to go next.
Skill Level Intermediate
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IT Service Management: ISO20000with Suzanne Van Hove4h 50m Advanced
Putting ITIL® Into Practice: Problem Management Techniques
2. Ishikawa Diagram
3. Kepner-Tregoe Root Cause Analysis
4. Fault Tree Analysis
5. Component Failure Impact Analysis
6. Service Outage Analysis
7. Post-Implementation and Major Problem Review
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