From the course: Putting ITIL® into Practice: Problem Management Techniques
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Review it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Review it
- [Voiceover] 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 of the team. Now that you'd tried the technique, preferably in a group setting, what was the hardest? The easiest? Often the hardest thing for teams and individuals is to avoid jumping to conclusions which can guide the investigation in the wrong direction from the beginning. Another hard thing can be insisting on gathering evidence, especially where, for example, it's a problem related to a complex IT service. So what worked well when you tried it? What didn't? Often it takes a little time to get used to systematically asking the is and is-not questions. Also, it takes teams a while sometimes to gel around policing themselves from not moving on to the next phase before the current phase is…
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