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] Apply the problem review technique…after every major problem resolution handling…regardless of whether the handling was seen…as successful or not.…What constitutes a major problem will depend on…your organization's definition but generally,…in the context of IT service management,…it is anything that causes a major disruption…to the business or IT services.…It's super important to make sure we surface and discuss…what went well, what we did right that we can build on.…If all we focus on is what went wrong,…it can be demotivating for teams,…and it misses half the story…and half the opportunity to improve.…
To be effective, you have to make sure problem reviews…are about learning and identifying action items…for improvement in stakeholder communication…and not about assigning blame.…
- 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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