Recap what was learned and summarize next steps
- ITIL mentions a number of problem management techniques…from a variety of sources.…Put it doesn't detail how to do them.…This course exists to provide those details,…and to help you understand the what, why,…and how of each technique.…To improve your ability to prevent problems…in the first place,…and the respond more effectively to problems…when they do occur.…The first technique we covered was Brainstorming,…where team members contribute ideas in round-robin…fashion until the team runs out of ideas,…or energy to continue.…Next, we covered Cause-Effect Analysis,…where we map out a hierarchy of causes…that have led or may lead to a problem.…
We then covered Kepner-Tregoe Problem Analysis…with its simple but powerful rigorous approach…to precisely describing a problem before…moving on to solutions.…Then, we covered Fault Tree Analysis,…where we map out a hierarchy of faults…connected by logic gates that…illustrate how the various faults have…led to or may lead to a problem.…And then, we covered Component Failure Impact Analysis,…
- 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.
- Identify what brainstorming is, as well as where and when to utilize it.
- Define what an Ishikawa diagram is.
- Determine the definition of the Kepner Tregue analysis in addition to what it can be used for.
- Examine the components of fault tree analysis.
- Recognize what a component failure impact analysis is and how to use it.
- Explore what service outage analysis is along with where and when to use it.
- Review what post-implementation and major problem review is and how to utilize it.
Skill Level Intermediate
IT Service Management: ISO20000with Suzanne Van Hove4h 50m Advanced
Transitioning from Waterfall to Agile Project Managementwith Kelley OConnell1h 32m Appropriate for all
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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