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 Component Failure Impact Analysis, let's look at a real…world example to help drive home what you've learned.…We'll focus here again on the SharePoint…collaboration service.…The team conducting the analysis assembles a list…of components that make up the service that it depends on.…Here you see a partial list of what they drew up…for the SharePoint collaboration service.…Which is in the column headed SCS.…The other system the team wants to look at…is the ERP system.…So it's listed at the head of column three.…Next the team calls out and writes in the failover…level for each component.…
There is some back and forth here because there is…some unevenness to this.…For example, some sequel server databases are…clustered and others are not.…Similarly, some DNS configurations are redundant.…For example, on the servers running Windows Server 2012R2,…but others are not.…And also some SAN's are an active act of configurations,…whereas others are an act of passive configuration.…
- 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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