Lynda - Putting ITIL® into Practice: Problem Management Techniques
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Lynda - Putting ITIL® into Practice: Problem Management Techniques - 502655
Lynda - Putting ITIL® into Practice: Problem Management Techniques
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 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:


Table of Contents

  • Putting ITIL® Into Practice: Problem Management Techniques
  • 1. Brainstorming
  • 2. Ishikawa Diagram
  • 3. Kepner-Tregoe Root Cause Analysis
  • 4. Fault Tree Analysis
  • 5. Component Failure Impact Analysis
  • 6. Service Outage Analysis
  • 7. Post-Implementation and Major Problem Review
  • Next Steps

    • Lynda - Putting ITIL® into Practice: Problem Management Techniques

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