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 Kepner-Tregoe problem analysis…to quickly get to a precise problem description,…to get to the true root cause of a problem…before moving on to solutions,…to take full advantage of team knowledge, skills,…and experience, and to document causes and decision paths…for communication and learning.…Precision is everything when it comes…to problem descriptions and getting to a precise definition…quickly is vital in high-pressure problem situations.…Kepner-Tregoe is ideal for this as it provides…a structured approach teams can snap to…to identify the what, where, when, and extent of a problem.…
Use Kepner-Tregoe problem analysis to get quickly…to a precise problem description,…to get to the true root cause of a problem…before moving on to solutions, to take full advantage…of a team's knowledge, skills, and experience,…and to document causes and decision paths…for communication and learning.…Kepner-Tregoe problem analysis is a shared technique…that provides teams with structure and focus…in root cause analysis in a platform for full contribution…
- 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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