Join David Pultorak for an in-depth discussion in this video Where to go, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] While the what, why, where,…and how of a technique are helpful,…in addition, it's good know where else…to get more information or to learn…about tips and tricks, dos and don'ts,…variations on each technique, case studies,…and other reference material.…This is what we'll cover in this section, Where to Go.…For brainstorming, when you look for references…and resources, I'd look for worked examples…if you don't have a lot of experience…with brainstorming in a group setting.…I'd also look for good advice on how to facilitate…brainstorming sessions, and I'd look…for tips on different ways of doing brainstorming.…
This article does a good job explaining…the history of brainstorming…and its originator, Alex Osborn.…It also talks about variations,…different ways of facilitating brainstorming sessions.…This is worth a look.…If you think there's only one way to do this,…you'll be in for a surprise.…There are many variations and some may work better…for your team or certain situations.…This article covers individual as well…
- 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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