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 service outage analysis, let's look…at a real world example to help drive…what you've learned home.…There have been a number of outages so far this year…in the SharePoint collaboration service,…so while other services might have been selected…for analysis, it's a bit of a no-brainer…to choose these outages due to their frequency and impact.…The first step in service outage analysis…is to choose a set of related outages you want to analyze,…for example, by supplier or product service,…application, customer, platform, region, or time period.…Here, the team has chosen by service,…specifically, all outages for the SharePoint…collaboration service year to date,…and they've made note of the stakeholders…and the extent of the outage's impact on them,…which will be important later for stakeholder communication.…
As you can see, some outages affected more users than others…and some had production impact,…although two at the bottom didn't.…Next, the team tags the most significant outages…
- 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 OConnell1h 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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