From the course: Putting ITIL® into Practice: Problem Management Techniques

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Recap

Recap - ITIL Tutorial

From the course: Putting ITIL® into Practice: Problem Management Techniques

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Recap

- ITIL mentions a number of problem management techniques from a variety of sources. Put it doesn't detail how to do them. This course exists to provide those details, and to help you understand the what, why, and how of each technique. To improve your ability to prevent problems in the first place, and the respond more effectively to problems when they do occur. The first technique we covered was Brainstorming, where team members contribute ideas in round-robin fashion until the team runs out of ideas, or energy to continue. Next, we covered Cause-Effect Analysis, where we map out a hierarchy of causes that have led or may lead to a problem. We then covered Kepner-Tregoe Problem Analysis with its simple but powerful rigorous approach to precisely describing a problem before moving on to solutions. Then, we covered Fault Tree Analysis, where we map out a hierarchy of faults connected by logic gates that illustrate how the various faults have led to or may lead to a problem. And then…

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