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 in Kepner-Tregoe Problem Analysis…are straightforward.…First, describe the problem precisely,…including it's identity, location,…when it occurs, and its extent.…Establish possible causes,…then test them,…and lastly, verify the true cause.…Here we develop a precise definition of the problem,…by gathering discrete facts.…First, its identity.…What exactly is is the problem?…Then, the where.…Where is the problem located?…Next, the when.…
When did the problem occur, and if it repeats, how often?…And then, the extent.…What is affected, how many, in what way, and by how much?…Lastly, for each we ask,…what is, and what could be,…but is not for each of these dimensions.…In this step, we harness the knowledge, skills,…and experience of the team.…Using the problem description as a basis…for rooting out possible causes to the problem.…A key part of this technique in this phase…is to ensure that evidence is found…to support or refute each possible cause.…
Zero in on which cause or causes are real,…and which are not,…
- 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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