From the course: Putting ITIL® into Practice: Problem Management Techniques

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From the course: Putting ITIL® into Practice: Problem Management Techniques

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- [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…

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