From the course: IT Service Management Foundations: Problem Management
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Problem clarification tools - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Problem clarification tools
- [Instructor] Problem clarification is all about understanding your initial symptom, describing the current undesirable state, and focusing the team on the mystery. Five why analysis is an iterative clarification technique that helps understand the sequence of causes and effects that led to the current problem. It works by asking a series of why questions until the underlying issue can be uncovered. Let's start with an example with a customer complaint of deliveries being late. We start our first why and ask why were customer deliveries late. We find out that deliveries were late because they were not shipped on time. We record this using a problem statement format and then repeat the process. Why were deliveries not shipped on time, you ask. They were not shipped on time since the warehouse was out of stock. Add this to your event chain and let's continue. Why was the warehouse out of stock, you ask. The warehouse was…
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