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] So, here's how to do it.…First, draw the fish's trunk, an arrow left to right.…Write the problem at its tip.…Draw fish bones, that is,…arrows at angles to the trunk,…labeled with the categories.…Draw branches, that's the horizontal lines…pointing to the bones, for primary causes…and stems, arrows pointing to the branches,…for secondary causes.…Brainstorm causes and vote on which…causes to investigate first.…Then assign actions to validate potential causes.…
For setup, you'll need a flip chart,…or white board or equivalent,…and something to write with.…If at all possible, and it might not be…in a reactive problem management situation,…prepare the problem statement in advance,…and make it as precise as possible.…The more precise the problem statement is,…the effective the group will be in mapping the causes to it.…Here's how to write a good problem statement.…Write down what's occurring,…who is impacted,…how and by how much,…and what evidence you have of the impact.…You'd be surprised how improved the problem statement is…
- 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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