From the course: Putting ITIL® into Practice: Problem Management Techniques
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Do it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Do it
- [Voiceover] Now it's your turn to give this a try. Here are some tips to help you succeed. Work with the team in advance of the meeting to select the group of outages to analyze, and assemble all objective and subjective data. If you have cause-effect diagrams for the outages, bring them. If not, consider creating them. If you have timelines showing the overall recovery time sliced up into its component parts for each outage, bring them. If not, consider making them. These diagrams will help the team quickly zero in on the causes of outages and of avoidable recovery time. If your team is unfamiliar with the process, be sure to share the steps. In particular, emphasize the communication step if they're not familiar with key stakeholder communications being part of the scope here.
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