From the course: Putting ITIL® into Practice: Problem Management Techniques
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How to do it: Example - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
How to do it: Example
- [Voiceover] Now that you've seen the steps to cause-effect analysis, let's look at a real-world example to help drive what you've learned home. The team assembles to work the problem, when it's noticed that no backups have been completing for some time for the Legato SharePoint Team Site. As a result, the development team has lost a good bit of work, which will likely jeopardize the project's schedule. The team writes down not just what is occurring but who's impacted: Legato developers and the marketing department, and how and by how much. They work hard to ensure they surface evidence to support the existence of the problem. The facilitator makes a synopsis of the problem statement and puts it up on the board on the far right. She then draws an arrow right-to-left across the middle. The facilitator now draws the fishbones, that is, arrows pointing at angles back to the trunk, and labels each with the cause category. The facilitator then draws branches, horizontal arrows pointing…
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