Join David Pultorak for an in-depth discussion in this video Do it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] So now it's your turn.…Here are some tips for getting started…if the team is unfamiliar with this technique.…First, practice walking participants…through the steps, the four P's,…and multivoting if they're unfamiliar with them.…Hang up a picture…of a completed cause-effect diagram for reference.…Prepopulate the cause-effect diagram…with a synopsis of the problem…and causes that have already been identified.…Create a parking lot for non-causes.…This could be a flip chart.…And populate it with any causes…that have already been discarded.…Decide if you'll use dots or asterisks for multivoting…and have enough dots and markers on hand to do so.…
- 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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