From the course: Putting ITIL® into Practice: Problem Management Techniques
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
How to do it: Example - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
How to do it: Example
- [Voiceover] Now that you've seen the steps to Kepner-Tregoe Problem Analysis, let's look at a real-world example to help drive what you've learned home. The service desk is indicating that poor performance is being reported by users of the Sharepoint Collaboration Service. A SWAT team is assembled to go after the problem. The team uses a Kepner-Tregoe Problem Analysis template and begins to assemble the facts. There is poor performance, but there isn't an outage. The problem seems to be isolated to Legato developer team sites, but not business-facing Sharepoint sites. There's no clear pattern to the outage. All Legato team members are affected. File uploads and downloads and process workflows are timing out, and list views are freezing and not rendering. Interestingly, there's been no impact on timer jobs. The team now focuses its attention on brainstorming possible causes and providing evidence to support or refute potential causes. They quickly come up with a list of possible…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.