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?…Will I use this technique?…If you're trying this technique…in a team setting, as recommended,…I'd like you to ask these questions to the team.…How'd you do?…Often it's hard to get a handle on all the components…of a system especially as things change fast.…And sometimes it's hard to get across the waiting system…used here, as it enforces a bit of rigor,…some people may not be used to.…And lastly, especially with teams representing different…products and technologies it is hard work…getting them to agree where best to spend resources…on failover capability, especially if that ware isn't…within their technology stream.…
What worked well?…What didn't?…Did you put together a spreadsheet with formulas?…How did that work for you?…In my experience, getting that spreadsheet right…and populated up front makes a big difference.…I like to use color coding to indicate…
- 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
Transitioning from Waterfall to Agile Project Managementwith Kelley O'Connell1h 32m Appropriate for all
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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