From the course: IT Service Desk: Service Management
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Problem management methodologies
From the course: IT Service Desk: Service Management
Problem management methodologies
- Each organization needs to assess its problems, skills, competencies and resources, and identify a few techniques that will be used consistently. Whether you're using chronological analysis, brainstorming, Ishikawa, Pareto, or Kepner-Tregoe, each has pros and cons, and often one or more techniques may need to be used depending on the problem. The resources assigned to problem isolation detection needs to be considered when selecting a technique. Let's start with chronological analysis. You always want a clear timeline of what occurred, when it occurred, and what changed. With complex issues it's even more important to understand the sequence of events to be able to diagnosis the cause of the errors. Much of the data for this should be coming from the associated incident records, so good incident documentation is necessary. Too often, memories have faded after problem isolation and diagnosis has taken place. Brainstorming…
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