Join David Pultorak for an in-depth discussion in this video Structure of the course, part of Putting ITIL® Into Practice: Problem Management Techniques.
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- The structure we'll use to explore these seven Problem Management Techniques is what to know, where to go, then do it and review it. Let's have a look at this structure a little more closely. In this section, What to Know, we'll cover for each technique, what it is, why you would use it, and where you would use it. Last but not least, we'll cover how to do it, the actual steps, and we'll follow that with a real world example to drive the idea home. In the do it phase, I want you to try the technique itself, to get it into what I call muscle memory, so you can perform each naturally in a real problem situation.
I'd also like you to try them in a team setting if possible, because the real power in these techniques comes out when they're shared. As they say, practice makes perfect. Ideally, you'd be fluent with the techniques before you'd need them, so you're efficient and effective as a team, when you do need them. 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 these techniques in a team setting, as recommended, ask these questions of the team.
While the what, why, where and how the technique are helpful, in addition, it's good to know where else to go for more information, or to learn about tips and tricks, do's and don'ts, variations on each technique, case studies, and other reference material. This is what we'll cover under Where to go. We'll put all of these references in the last segment, for easy reference and so that you can stay focused on learning the techniques first. So there you have it. Now you know what a problem is and what problem management is. You've learned that we'll cover seven problem management techniques in the course, Brainstorming, Cause Effect Analysis, Kepner-Tregoe Problem Analysis, Fault Tree Analysis, Component Failure Impact Analysis, Service Outage Analysis, and Problem Review.
You've learned that we'll be using a what to know, and where to go, and do it and review it approach. In the next movie, we'll get straight into the first technique, Brainstorming.
- 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.