Putting ITIL® into Practice: Problem Management Techniques

 Description

Problem management is about preventing and resolving the problems underlying interruptions of IT services. A set of shared techniques can make the difference between success and failure. ITIL® mentions a set of techniques as best practice, but does not cover how to apply them. This course bridges the gap for IT pros, giving them a concise introduction to the seven problem management techniques endorsed by ITIL, including:

Brainstorming
Ishikawa diagrams
Kepner-Tregoe root cause analysis
Fault tree analysis
Component failure impact analysis
Service outage analysis
Post-implementation and major problem review


ITIL trainer David Pultorak outlines the what, why, where, and how of each technique, and provide examples so you can practice with the goal of placing each technique into "muscle memory." He examines the 4 Ps that can contribute to or help resolve every problem—people, processes, products, and partners—and provides tips on where to go next.

 Level

This is a Intermediate level learning activity.

   Length

The total duration of assets in this course is 1:52

 Author & Release date

This course was produced by David Pultorak  for Lynda.com on 24/08/2016.

 Contact details