Putting ITIL® into Practice: Problem Management Techniques (2016)

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.

Learning objectives
Identify what brainstorming is, as well as where and when to utilize it.
Define what an Ishikawa diagram is.
Determine the definition of the Kepner Tregue analysis in addition to what it can be used for.
Examine the components of fault tree analysis.
Recognize what a component failure impact analysis is and how to use it.
Explore what service outage analysis is along with where and when to use it.
Review what post-implementation and major problem review is and how to utilize it.