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 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 what we're going to do about it to improve,…
- 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.
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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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