From the course: IT Service Management Foundations: Problem Management
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Cause mapping and avoidance tools - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Cause mapping and avoidance tools
- Visually understanding how an issue occurred is key to ensuring it doesn't happen again. Popular tools exist that help not only describe cause and effect chains, but allow us to create a map. And then with that map, allow us to annotate it with action items and recommendations to help prevent future occurrence. As always, tools are great at helping you select a course of action, but it's your execution and follow up as a problem manager, that will ensure the measures you select get put into place, before the next disaster. Apollo. This framework utilizes components of five why's, to map out a visual chart of causes and effects known as relationships. These relationships describe, how these causes and effects eventually led to your defect. The goal is to find as many solutions as necessary to items that are within your control, prevent recurrence, do not cause secondary issues and meet stated organizational goals…
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