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 fault tree analysis…to proactively identify the multiple sources or conditions…services are dependent on, that, should they fail,…lead to a service outage or degradation.…Use it to produce documentation for use…in reactive problem troubleshooting…or proactively as the basis for hardening a service.…That is, for re-architecting it to fail less…by setting up countermeasures to minimize or eliminate…outages and degradations.…Do you know all of the resources and conditions…your IT services depend on?…You must have this knowledge ready to hand…to quickly troubleshoot and isolate faults…in a live problem situation.…
And if you're working hard to harden a system,…you need that information as well.…Fault tree analysis provides it.…And a side benefit of it is that doing it…forces an understanding of the components of a service…and their dependencies.…Hopefully, when you experience a failure or outage,…you already have a fault tree to refer to…in order to quickly understand the conditions…that have led to the failure.…
- 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
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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