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 service outage analysis…to gain a clear understanding of the major contributors…to the frequency and duration of past outages.…As a basis for taking action to reduce the frequency…and duration of future outages, use service outage analysis…to improve availability of a service.…ITIL talks about two main components…of availability of a service.…Reliability, the keep it up and running portion…of availability as measured by mean or average time…between failures, and maintainability which is the…if it goes down, get it up quickly portion of availability,…which is measured by mean or average time…to restore service.…
Improving reliability is about reducing…the frequency of outages.…Improving maintainability is about reducing…the duration of outages.…
- 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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