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] To do fault tree analysis,…write your top event, then events leading to it…and connect them with logic gates.…Continue writing levels of events…that lead to higher level intermediate events…and connect them with logic gates…until you get to the bottom of the tree.…You'll know you're there as these basic events…have two characteristics in common.…They require no further investigation…and you can establish a countermeasure for them.…In the last part of this process,…you will establish countermeasures,…weigh them, and select a subset…of the highest value countermeasures to act on.…
Fault tree analysis identifies the faults…and the logical relationships among faults…that lead to an event.…In the context of ITIL and problem management,…the top event we're concerned with is the failure of…or degradation of an IT service.…Define the top event as clearly as possible.…For example, failure of SAN one in LAN segment two at 2pm.…Here's a tip, make it a synopsis of a precise problem…description captured using Kepner-Tregoe.…
- 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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