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 Kepner-Tregoe problem analysis.…What it is, why you would use it,…and where you'd use it.…That is, under what circumstances…the technique is applicable in general,…and then specifically within problem management activities.…We'll finish by covering how to do it, the actual steps,…so let's get started.…The power in Kepner-Tregoe's method…is its simplicity and rigor.…It helps us make sure we really nail down the cause…before jumping to solutions.…Kepner-Tregoe problem analysis is a systematic,…four-phase, root cause analysis process.…
It consists of, first, describing the problem precisely,…including its identity, location, time and size.…Second, establishing possible causes.…Third, testing those possible causes.…And fourth, verifying the true cause.…
- 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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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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