From the course: IT Service Management Foundations: Problem Management

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Possible cause identification

Possible cause identification - ITIL Tutorial

From the course: IT Service Management Foundations: Problem Management

Start my 1-month free trial

Possible cause identification

“

- [Instructor] Coming up with strong ideas for root cause can be a challenge. Each problem manager should be familiar with the possible cause tools in this video, as it can help them facilitate a group and get the most out of their subject matter experts. After ideas have been generated, they typically need to be tested against the facts to see which has the best fit. These ideas can then be shortlisted and then tested to prove the true root cause. The first method I want to talk about is brainstorming. Brainstorming is a technique that involves having everyone contribute an idea one at a time until no further contributions can be made. A key feature of the brainstorming technique is that all ideas are considered equally valid and should not be discussed or debated, just simply listed. Some rules to assist in ensuring a productive brainstorming session include making sure to focus on quantity, not quality. You'll also want…

Contents