Join David Pultorak for an in-depth discussion in this video How to do it: Example, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Now that you've seen the steps…to Kepner-Tregoe Problem Analysis,…let's look at a real-world example…to help drive what you've learned home.…The service desk is indicating that poor performance…is being reported by users…of the Sharepoint Collaboration Service.…A SWAT team is assembled to go after the problem.…The team uses a Kepner-Tregoe Problem Analysis template…and begins to assemble the facts.…There is poor performance, but there isn't an outage.…The problem seems to be isolated…to Legato developer team sites,…but not business-facing Sharepoint sites.…
There's no clear pattern to the outage.…All Legato team members are affected.…File uploads and downloads and process workflows…are timing out, and list views…are freezing and not rendering.…Interestingly, there's been no impact on timer jobs.…The team now focuses its attention…on brainstorming possible causes…and providing evidence to support…or refute potential causes.…They quickly come up with a list of possible causes,…from inadequate hardware to Active Directory issues,…
- 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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