Putting ITIL® into Practice: Problem Management Techniques

Course details

Problem management is about preventing and resolving the problems underlying interruptions of IT services. A set of shared techniques can make the difference between success and failure. ITIL® mentions a set of techniques as a best practice, but does not cover how to apply them. This course bridges the gap for IT pros, giving them a concise introduction to the seven problem management techniques endorsed by ITIL, including:

Brainstorming
Ishikawa diagrams
Kepner-Tregoe root cause analysis
Fault tree analysis
Component failure impact analysis
Service outage analysis
Post-implementation and major problem review
In this course, ITIL trainer David Pultorak outlines each technique's what, why, where, and how with examples, giving you the basis to practice them until they become fully engrained.

Learning objectives
Define and explain why and where you would use each of the seven techniques.
List and describe the components and steps of each technique.
Provide an example of how to use each technique and describe your experience of practicing applying it.

Concepts

0. Introduction

01 - Stand apart as a problem practitioner
02 - What is problem management
03 - A consistent set of techniques
04 - What you'll learn
05 - How you'll learn it
06 - Building capacity

1. Brainstorming

07 - What is brainstorming, and why use it
08 - Where and when to use brainstorming
09 - Brainstorming steps
10 - Brainstorming example
11 - You do it - Brainstorming
12 - Review it - Brainstorming

2. Cause-Effect Analysis

13 - What is cause-effect analysis, and why use it
14 - Where and when to use cause-effect analysis
15 - Steps in cause-effect analysis
16 - Example of cause-effect analysis
17 - You do it - Cause-effect analysis
18 - Review it - Cause-effect analysis

3. Kepner-Tregoe Root Cause Analysis (RCA)

19 - What is Kepner-Tregoe RCA, and why use it
20 - Where and when to use Kepner-Tregoe RCA
21 - Steps in Kepner-Tregoe RCA
22 - Example of Kepner-Tregoe RCA
23 - You do it - Kepner-Tregoe RCA
24 - Review it - Kepner-Tregoe RCA

4. Fault Tree Analysis (FTA)

25 - What is fault tree analysis, and why use it
26 - Where and when to use fault tree analysis
27 - Steps in fault tree analysis
28 - Example of fault tree analysis
29 - You do it - Fault tree analysis
30 - Review it - Fault tree analysis

5. Component Failure Impact Analysis (CFIA)

31 - What is CFIA, and why use it
32 - Where and when to use CFIA
33 - Steps in CFIA
34 - Example of CFIA
35 - You do it - CFIA
36 - Review it - CFIA

6. Service Outage Analysis (SOA)

37 - What is SOA, and why use it
38 - Where and when to use SOA
39 - Steps in SOA
40 - Example of SOA
41 - You do it - SOA
42 - Review it - SOA

7. Problem Review (PIR)

43 - What is a problem review, and why use one
44 - Where and when to use a problem review
45 - Steps in a problem review
46 - Example of a problem review
47 - You do it - Problem review
48 - Review it - Problem review

Conclusion

49 - Further your problem management journey