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.
- [Voiceove] Here's how to component failure…impact analysis.…Select IT services and get a list…of the configuration items they depend on.…In a spreadsheet, list configuration items down…column one, and services across row one.…For each configuration item, mark S, A, H, W, or C…to indicate its failover capability.…For each configuration item, assess the probability…and impact of failure, then assess the cost…and effort to mitigate.…Use this to weight improvements.…Here's a tip; get the analysis fairly far along…before meeting the team.…
For example, populate the spreadsheet with the services…that are in scope and a starter set…of configuration items, as well as a legend…for failover levels, a second tab…for improvement initiatives,…and formulas for calculating initial weightings.…That way you'll make the most effective use…of the team's time, using that for clarification…versus gathering basic inputs and setup.…First you want to select the subset of services…you're going to analyze and get a list…of the configuration items they are made up of…
- 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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