Join David Pultorak for an in-depth discussion in this video Where to use it, part of Putting ITIL® into Practice: Problem Management Techniques.
- [Voiceover] Use brainstorming when you need…to generate a lot of ideas quickly…where allowing creativity…and building on others' ideas is needed,…for example, to break a team out of a thinking rut.…Use it where involving all and ensuring…a few don't dominate is important,…and where you need to focus the team on a joint mission.…There's no better technique when time…and ideas are in short supply.…And using categories in brainstorming…like ITIL's 4 P's can help generate even more ideas…by directing thinking into different areas…which tends to uncover ideas…that otherwise would remain hidden.…
In situations where the creativity of the team…needs to be harnessed, especially where the team…is in a thinking rut, brainstorming is an ideal way…to generate fresh ideas.…Brainstorming's also an ideal vehicle…to enable people to build on each other's ideas,…pre-empting a situation where ideas are hatched…in isolation and time and energy are spent advocating…for competing ideas rather than coming together as a team.…Some people are more vocal and forceful about their ideas,…
- 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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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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