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 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. "What was hardest? "Easiest?" The hardest thing for many teams is to look at the positive, not just what went wrong, and certainly not who's to blame, and to ask, "What did we do well "that we can build on?" Another thing some teams find hard is making sure that action items are assigned to people with dates: who, what, and by when, and that there is a planned followup to check in on and communicate the status of action items. This may seem very basic, and it is. But it is a problem for some teams, nonetheless. Lastly, some teams don't yet have the skills to identify key stakeholders and to tailor messages to their stakes, that is, in how the problem and its handling and…
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