From the course: Putting ITIL® into Practice: Problem Management Techniques
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Why use it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Why use it?
- [Voiceover] Use cause-effect analysis to get a quick but thorough picture of the possible causes that lead to a situation or effect. Use it to stimulate group discussion. You can also use it to gain a better understanding of the causes of a complex problem by structuring the problem space. And use it to create a visual representation of a problem and its actual or potential causes. I mentioned the words "thorough" and "picture". Well, they're key here. A cause-effect diagram, the output of a cause-effect analysis, is super helpful in showing in one eyeful the actual or potential causes leading to an effect, situation, or problem. Use of cause categories, in our case people, process, products, and partners, helps uncover a more thorough list of actual or potential causes and tends to uncover causes that otherwise would remain hidden. A graphic technique like cause-effect analysis can provide focus, structure, and energy to a conversation. It's one thing to discuss an effect…
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