Putting ITIL® Into Practice: Problem Management Techniques
MP4 | Video: AVC 1280×720 | 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
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