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 service outage analysis where you need…to reduce the frequency and duration of outages.…To reduce how often a service experiences outages…we can work to make the service more reliable.…The more reliable a service, the less frequently it fails.…That is why we measure reliability in mean time…between failures or MTBF, the average time between failures.…With service outage analysis, we work to reduce…the frequency of outages by looking to isolate…the most significant and addressable set of causes…across a set of related outages.…
To reduce the duration of service outages,…we work to make services more maintainable.…We measure maintainability in mean time to repair,…or MTTR, which is the average time it takes…to restore service.…With service outage analysis, we work to reduce…the duration of outages by looking to isolate…the most significant and addressable contributors…to outage time across a set of related 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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