From the course: Putting ITIL® into Practice: Problem Management Techniques
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How to do it: Steps - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
How to do it: Steps
- [Voiceover] So, here's how to do it. First, draw the fish's trunk, an arrow left to right. Write the problem at its tip. Draw fish bones, that is, arrows at angles to the trunk, labeled with the categories. Draw branches, that's the horizontal lines pointing to the bones, for primary causes and stems, arrows pointing to the branches, for secondary causes. Brainstorm causes and vote on which causes to investigate first. Then assign actions to validate potential causes. For setup, you'll need a flip chart, or white board or equivalent, and something to write with. If at all possible, and it might not be in a reactive problem management situation, prepare the problem statement in advance, and make it as precise as possible. The more precise the problem statement is, the effective the group will be in mapping the causes to it. Here's how to write a good problem statement. Write down what's occurring, who is impacted, how and by how much, and what evidence you have of the impact. You'd…
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