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 your turn to try it.…Some tips for being successful,…don't start from scratch.…Use a template and pre-populate it with the information…you do have.…If the team is unfamiliar with the technique,…provide them in advance with a description of the steps,…a worked example, and a logic gate reference sheet.…Also, let them know you'll be pushing for both…mitigations and contingencies, and explain what they are…in case they're unfamiliar with these terms.…Lastly, explain your weighting method and scale…for prioritizing action items.…
- 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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