From the course: IT Service Management Foundations: Problem Management
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Cause analysis - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Cause analysis
- [Instructor] Understanding the bigger picture and taking action is what problem management is all about. A key component in understanding and telling a story is the root cause analysis and investigation. During this phase, multiple individuals can be asked to help tell their side of a story, and it's up to you as a problem manager or coordinator to accurately document the facts, complete a linked chain of events, and record the circumstances that brought us to the eventual undesired result. The goal of all this work is to recommend and execute a set of recommendations that either reduces or eliminates reoccurrence of the problem. Like Stephen Covey always recommends, let's start with the end in mind. What was the undesired outcome? What was the fire, outage, failure, or customer complaint? Begin here and document it. Use Kepner-Tregoe problem statements, and create a case title consisting of a single specific object and…
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