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 problem review, let's look at a real world example to help drive home what you've learned. Share Point Collaboration Service has just experienced an extended outage of about four hours, during peak business hours. The service is back up and running, and that's good news, but lots of people were upset that it went down in the first place, and want to know that something is being done about it. The Problem Manager gets a review date and location set. She chooses to use the standard problem review agenda, shown here, and the standard purpose, that is define the 20% of possible action items to improve problem handling going forward, that provide 80% of the potential impact. That leaves inviting the right people. In this case, the team is reviewing the Share Point Collaboration Service outage. As shown here, it is all ready known that the outage was due to VLAN changes affecting active directory, or AD. The problem manager involves members of…
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