From the course: Putting ITIL® into Practice: Problem Management Techniques
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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 service outage analysis, let's look at a real world example to help drive what you've learned home. There have been a number of outages so far this year in the SharePoint collaboration service, so while other services might have been selected for analysis, it's a bit of a no-brainer to choose these outages due to their frequency and impact. The first step in service outage analysis is to choose a set of related outages you want to analyze, for example, by supplier or product service, application, customer, platform, region, or time period. Here, the team has chosen by service, specifically, all outages for the SharePoint collaboration service year to date, and they've made note of the stakeholders and the extent of the outage's impact on them, which will be important later for stakeholder communication. As you can see, some outages affected more users than others and some had production impact, although two at the bottom didn't. Next…
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