Join David Pultorak for an in-depth discussion in this video Do it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Now you've seen the technique.…It's time for you to give it a whirl.…Here are some ideas to set you up for success.…If you have team members who unfortunately are used…to problem reviews being about assigning blame,…make sure they know upfront the blame game…is definitely not on the agenda for this problem review.…Let them know you'll be asking after what went well…and what didn't with an eye towards doing better next time.…Definitely assemble facts and opinions,…that is objective and subject data,…in advance of the session if you have it.…And make sure attendees come prepared to contribute more.…
Lastly for those attendees who are not familiar…with problem reviews including action items…and stakeholder communication planning,…make sure that you let them know in advance…that these two items will definitely be on the agenda.…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.
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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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