Join David Pultorak for an in-depth discussion in this video Review it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Okay, great, you've tried your hand…at brainstorming.…Well, after you do it, I want you to review it.…Ask yourself what happened?…What does it mean?…What's the next thing I'll do…as a result of trying this technique?…Will I use it?…If you're trying this technique in a team setting,…as recommended, I'd like you to ask these questions…to the team.…What did you find hardest?…The easiest?…Many people typically find it hard to keep themselves…from editing or asking clarifying questions…during the round robin part of the session.…
And, of course, criticism can be an issue.…Making sure the rules are clearly stated,…and getting a nod from team members that they are…understood upfront helps, as does a strong facilitator…who can keep things on track.…What worked well?…What didn't?…A facilitator who can write quickly…and accurately and neatly,…that's a lot to ask, they're worth their weight in gold.…Some teams run into trouble when what is written down…isn't legible enough, or isn't reflective…of what they've said.…
- 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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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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