Putting ITILŪ 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. ITILŪ 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 ITILŪ, 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
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