Join David Pultorak for an in-depth discussion in this video How to do it: Steps, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] The steps to brainstorming are,…one to arrive at and agree on the brainstorming question.…Two, to contribute ideas and write them down in turn…until each person passes.…Three, to review the list and clarify ideas…and discard duplicates.…And four, to communicate and take action based…on the results of the brainstorming session.…For set up you'll need a flip chart or whiteboard…or equivalent and something to write with.…Start by writing down the golden rule of brainstorming,…remember that one, "No idea is criticized, ever".…
You'll want a facilitator who writes down ideas…as they're generated and ensures the sequence…and rules are followed.…And also helps clarify ideas and discard duplicates.…And make sure actions resulting from brainstorming…are captured and assigned.…Good brainstorming begins with getting the question right…before jumping to answers.…Part of right is getting it written down so the team…doesn't lose sight of it during the session…and if it morphs during the session…it can be revised explicitly.…
- 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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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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