Join David Pultorak for an in-depth discussion in this video Do it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] So it's time for you to give it a try.…Here are some tips for being successful with this technique.…First, make sure you have a template to use for the session…and pre-populated with any known information in advance.…Be sure to provide the team with a list of the steps,…a template, and a work example ahead of time…so they'll know what to expect and can come prepared.…And be sure to review the is/is not…line of questioning with them…if they aren't familiar with it.…Lastly, do let them know that you'll be…pushing hard for evidence.…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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