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 of the team.…Okay, so you've tried the technique.…What was hard about it?…What was easy?…In general, people tend to find quantifying…the potential reduction of avoidable outage duration,…easier then quantifying the potential reduction…in the frequency of outages.…Some people also struggle with letting go…of analyzing some outage cause and duration contributors,…to focus on those that are more significant.…
And with letting go of less impactful action items,…to focus on those with more bang for the buck.…What was hard and easy for you?…What worked well?…What didn't work?…Did you struggle with the tagging and the filtering?…Prioritization, quantification,…estimation of resources required?…With practice, this should get easier.…I hope you can see the logic here.…
- 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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