Join David Pultorak for an in-depth discussion in this video Review it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] So what was hardest? Easiest?…Typically, it's hard work to make sure…the team pushes for a good problem statement,…complete with impact and, especially, evidence.…Later in the process,…keep vigilant when sorting primary and secondary causes…from symptoms, which are not causes.…In the Do It phase, I want you to try Cause-Effect Analysis…to get it into what I call, Muscle Memory,…so you can perform it naturally in a real problem situation.…I'd also like you to try it in a team setting,…if that's possible,…because the real power in these techniques…comes out when they're shared.…
What worked?…What didn't?…One thing that often is an issue…is starting the diagram off…with not enough room to write…primary and secondary causes legibly,…and large enough that the whole room can see them.…A tip: You may wanna have a second writing surface…to park symptoms on as you sort them from causes.…Hopefully, you were lucky enough to try this as a team.…How'd it go?…How was participation?…Did some contribute more than others in certain phases?…
- 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 Advanced
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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