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 Problem Review, 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.…A problem review is a technique for examining…how a problem situation was handled after the fact.…With an eye towards doing more of what worked well…and less of what didn't, in future problem situations.…Typically the scope includes examining how to improve…in the following four dimensions suggested by ITIL:…people, processes, products, that is technology,…and partners, that's suppliers.…
A problem review is an exercise in learning,…action, and stakeholder communication.…In it, we cover lessons learned,…what was done well, and not so well,…and preventing the problem in the first place,…and in handling the problem when it did occur.…The objective is two-fold.…First, to capture action items:…
- 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.
- Identify what brainstorming is, as well as where and when to utilize it.
- Define what an Ishikawa diagram is.
- Determine the definition of the Kepner Tregue analysis in addition to what it can be used for.
- Examine the components of fault tree analysis.
- Recognize what a component failure impact analysis is and how to use it.
- Explore what service outage analysis is along with where and when to use it.
- Review what post-implementation and major problem review is and how to utilize it.
Skill Level Intermediate
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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