Join David Pultorak for an in-depth discussion in this video What is it?, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] In this section, What to Know,…we'll cover brainstorming,…what it is, why you would use it,…and where you would use it.…That is, under what circumstances…the technique is applicable in general,…and specifically within problem management activities.…We'll finish by covering how to do it, the actual steps.…So let's get started.…Brainstorming is a method of shared problem solving…in which all members of a group…spontaneously contribute ideas in round-robin fashion.…That is, where each person contributes ideas in turn…until the team runs out of ideas or energy to continue.…
- 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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