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…fault tree analysis, let's take a look at…a real world example to help drive home what you've learned.…This part is simple.…The team writes…"Failure of the SharePoint collaboration service"…as the top event up high on the board to leave room…for the rest of the tree.…The team then identifies events that are necessary…and sufficient to directly cause a top event.…In this case, a failure of either SQL server or DNS…will cause the failure of SharePoint collaboration services.…The team continues to identify events that lead to…other events that eventually lead to failure of…the SharePoint collaboration service.…
And to connect them with logic gates.…Here we see a part of their work where they identify…two events, either of which could cause DNS to be down,…so they connect them with an OR gate.…The team proceeds until they reach the root cause events,…which are those that do not require further investigation…and for which you can establish countermeasures.…In this example, either the server being down…
- 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
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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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