At the end of this section, you should be able to describe why you would use the technique and where, use the jobaid and perform the technique, list and describe tips and trick / do's and don'ts when performing the technique, and know where to go for more information, references and resources
- [Voiceover] Use cause-effect analysis…to get a quick but thorough picture of the possible causes…that lead to a situation or effect.…Use it to stimulate group discussion.…You can also use it to gain a better understanding…of the causes of a complex problem…by structuring the problem space.…And use it to create a visual representation of a problem…and its actual or potential causes.…I mentioned the words "thorough" and "picture".…Well, they're key here.…A cause-effect diagram,…the output of a cause-effect analysis,…is super helpful in showing in one eyeful…the actual or potential causes…leading to an effect, situation, or problem.…
Use of cause categories,…in our case people, process, products, and partners,…helps uncover a more thorough list…of actual or potential causes…and tends to uncover causes…that otherwise would remain hidden.…A graphic technique like cause-effect analysis…can provide focus, structure, and energy to a conversation.…It's one thing to discuss an effect,…situation, or problem generally.…It's quite another to have a directed discussion…
- 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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