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 time for you to give it a go.…Here you some tips to set yourself up for success.…First, make sure you get a list of the service components…into a spreadsheet in advance of the meeting.…It doesn't need to be perfect or complete,…but you don't wanna start cold.…And if you have information…on current failover capabilities,…by all means, repopulate the spreadsheet…with that info as well.…If your team is unfamiliar…with the failover capability taxonomy you'll use,…provide them in advance with a reference sheet for this,…along with a list of steps in the process,…and a work example.…
If they're unfamiliar with the scheme and scale you'll use…to prioritize action items,…let them know about that as well.…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.
- Identify what brainstorming is, as well as where and when to utilize it.
- Define what an Ishikawa diagram is.
- Determine the definition of the Kepner Tregue analysis in addition to what it can be used for.
- Examine the components of fault tree analysis.
- Recognize what a component failure impact analysis is and how to use it.
- Explore what service outage analysis is along with where and when to use it.
- Review what post-implementation and major problem review is and how to utilize it.
Skill Level Advanced
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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