From the course: Putting ITIL® into Practice: Problem Management Techniques
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What is it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
What is it?
- [Voiceover] In this section, what to know, we'll cover cause-effect analysis: what it is, why you would wanna use it, where you would use it, that is under what circumstances the technique is applicable in general and specifically within problem management activities. We'll finish by covering how to do it, the actual steps, so let's get started. Cause-effect analysis is used to chart the relationship between an effect, like a problem such as an IT service outage or degradation and it's cause or causes. That should be no surprise. The diagram that results from cause-effect analysis is also known as an Ishikawa diagram after its creator Karou Ishikawa, or a tree diagram or fish bone diagram because they shape they take as they're mapped out looks like fish bones or tree branches and spurs. Environment, material, man, method and machine are standard cause-effect analysis cause categories. Idle uses a slightly different frame, people, process, products and partners, so we will…
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