Join David Pultorak for an in-depth discussion in this video What is it?, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Service outage analysis is a technique…where you examine past outages to identify…the most significant and addressable contributors…to the occurrence and duration of outages,…including people, process,…products, that is technology,…and partners, that is suppliers or vendors,…with an eye towards taking steps to reduce the risk…and time taken to recover from potential future outages.…
- 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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