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 Kepner-Tregor Problem Analysis…to solve complex problems that require…the skill and knowledge of a team,…problems that require speed and precision to solve,…and where you need to pin down the problem systematically…before moving onto implementing solutions.…Some problems don't require a team to solve.…They can be understood and worked on by one mind…with the right skills and knowledge end to end.…Others are more complex requiring the skills…and knowledge of a team.…Kepner-Tregoe Problem Analysis shines…as a group problem solving technique…because it's structure encourage both speed and precision…in getting to the true root cause.…
One of the beautifully effective aspects of…Kepner-Tregoe Analysis is the is, is not…line of questioning.…Understand the what, where, when, and extent…of the problem both what is and is not…helps bound the problem and shed light…on which potential causes are real and which are not.…This is usually helpful in focusing the team.…It prevents analysis tangents…and prevents wasting time and resources…
- 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 Advanced
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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