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 a 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
In this course, ITIL trainer David Pultorak outlines each technique’s what, why, where, and how with examples, giving you the basis to practice them until they become fully engrained.
This course includes AI-powered Role Play. Role Play allows you to practice what you’ve learned in interactive simulations of real-world conversations.
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