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 give this a try.…Here are some tips to help you succeed.…Work with the team in advance of the meeting…to select the group of outages to analyze,…and assemble all objective and subjective data.…If you have cause-effect diagrams for the outages,…bring them.…If not, consider creating them.…If you have timelines showing the overall recovery time…sliced up into its component parts for each outage,…bring them.…If not, consider making them.…These diagrams will help the team quickly zero in…on the causes of outages and of avoidable recovery time.…
If your team is unfamiliar with the process,…be sure to share the steps.…In particular, emphasize the communication step…if they're not familiar with key stakeholder communications…being part of the scope here.…
- 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
Transitioning from Waterfall to Agile Project Managementwith Kelley O'Connell1h 32m Appropriate for all
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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