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Putting ITIL® into Practice: Problem Management Techniques

Course Summary

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:BrainstormingIshikawa diagramsKepner-Tregoe root cause analysisFault tree analysisComponent failure impact analysisService outage analysisPost-implementation and major problem reviewITIL® trainer David Pultorak outlines the what, why, where, and how of each technique, and provide examples so you can practice with the goal of placing each technique into "muscle memory." He examines the 4 Ps that can contribute to or help resolve every problem—people, processes, products, and partners—and provides tips on where to go next.

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    Course Syllabus

    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

Course Fee:
USD 19.99

Course Type:


Course Status:



1 - 4 hours / week

This course is listed under Networks & IT Infrastructure and Project & Service Management Community

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