Putting ITIL® into Practice: Problem Management Techniques

Putting ITIL® Into Practice: Problem Management Techniques

• Welcome (course overview)
• Structure of the course

1. Brainstorming

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

2. Ishikawa Diagram

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

3. Kepner-Tregoe Root Cause Analysis

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

4. Fault Tree Analysis

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

5. Component Failure Impact Analysis

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

6. Service Outage Analysis

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

7. Post-Implementation and Major Problem Review

• What is it?
• Why use it?
• Where to use it
• How to do it: Steps
• How to do it: Example
• Do it
• Review it

Next Steps

• Recap
• Where to go