Putting ITIL® into Practice: Problem Management Techniques

Offered By: LinkedIn Learning

Tags

ITIL Courses Brainstorming Courses

Course Description

Overview

Learn ITIL®-endorsed problem management techniques for preventing and resolving problems underlying interruptions in IT services.

Syllabus

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

Taught by

David Pultorak

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