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 perform a problem review,…first, plan to get the right people there…with the right agenda…and the right purpose in mind.…Then gather pertinent facts and opinions before the review.…Next you'll want to run the problem review session.…Then you'll record lessons learned…and select action items for improvement.…Lastly, communicate those findings and actions…to key stakeholders.…In a problem review, first recover the problem.…What was the root cause?…What action items will prevent it from happening again?…Next we cover problem handling.…What went well?…Not so well?…What action items can we identify…to handle the problem better next time?…Next is action item review,…where we assign and prioritize action items…and set a date for status check in.…
Lastly, we plan for communicating to customers,…users, suppliers, and IT staff…who have a stake in the problem and its solution.…Invite the right people to participate…in the problem review.…Include anyone who can make a significant contribution…to the understanding and communication of the problem…
- 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.
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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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