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 component failure impact analysis…to identify configuration items that can cause an outage…especially single points of failures…and to evaluate the risk of failure for each CI…and the impact of failure on the IT service…as a basis for justifying investments and countermeasures…to mitigate the risks.…Do you know for IT services that you support…what configuration items make them up?…Do you know what your single points of failure?…Do you know which components have failover capability…and if it's active/active, hot, warm, or cold?…If not, component failure impact analysis…can help you get there.…
Do you know for each component of the IT services…you support what the risk of failure is for each component?…And do you understand the relative impact of failure…of each component of your IT services?…Component failure impact analysis…can help you understand both.…You can use this understanding to create a strategy…to make the best use of the resources you have…to establish the right level of failover capability…
- 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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