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 cause-effect analysis: what it is,…why you would wanna use it, 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.…Cause-effect analysis is used…to chart the relationship between an effect,…like a problem such as an IT service outage or degradation…and it's cause or causes.…That should be no surprise.…The diagram that results from cause-effect analysis…is also known as an Ishikawa diagram…after its creator Karou Ishikawa,…or a tree diagram or fish bone diagram…because they shape they take as they're mapped out…looks like fish bones or tree branches and spurs.…
Environment, material, man, method and machine…are standard cause-effect analysis cause categories.…Idle uses a slightly different frame,…people, process, products and partners,…so we will substitute these four Ps for cause categories.…
- 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
Transitioning from Waterfall to Agile Project Managementwith Kelley O'Connell1h 32m Appropriate for all
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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