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 the problem review technique…to promote organizational learning about the problem…and it's prevention handling,…to identify actions to prevent…or better handle similar future problems…and to communicate what happened,…how it was handled and what we're doing…as a result to relevant stakeholders.…Problem reviews help ensure the core team concerned…with service reliability can take the time to reflect on…and learn lessons about the problem and its causes.…And how similar problems might be prevented in the future.…Doing so requires both self reflection…and a sharing of perspectives…in individual and team thinking and learning.…
Leverage problem reviews to allow participants…to take the time to reflect on a problem situation…and its handling, so they can learn from it.…This includes the core teams directly involved…in the problem handling…but also key stakeholders like costumers, users…and IT support personnel who are impacted.…They need to understand the story of the problem,…its handling and the resulting action items.…
- 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.
- Identify what brainstorming is, as well as where and when to utilize it.
- Define what an Ishikawa diagram is.
- Determine the definition of the Kepner Tregue analysis in addition to what it can be used for.
- Examine the components of fault tree analysis.
- Recognize what a component failure impact analysis is and how to use it.
- Explore what service outage analysis is along with where and when to use it.
- Review what post-implementation and major problem review is and how to utilize it.
Skill Level Intermediate
IT Service Management: ISO20000with Suzanne Van Hove4h 50m Advanced
Transitioning from Waterfall to Agile Project Managementwith Kelley OConnell1h 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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