Join David Pultorak for an in-depth discussion in this video Review it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [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 done.…It's important to understand…and mutually enforce the exit criteria of each phase…
- 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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