Putting ITIL® Into Practice: Problem Management Techniques

MP4 | Video: AVC 1280x720 | Audio: AAC 48KHz 2ch | Duration: 2 Hours | 292 MB

Genre: eLearning | Language: English

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:

Brainstorming

Ishikawa diagrams

Kepner-Tregoe root cause analysis

Fault tree analysis

Component failure impact analysis

Service outage analysis

Post-implementation and major problem review