From the course: Putting ITIL® into Practice: Problem Management Techniques
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How to do it: Steps - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
How to do it: Steps
- [Voiceover] To do Service Outage Analysis, we pick a group of related, significant outages. We list the root causes, and we identify action items to address them. Ranking them based on the risk and impact of failures, and the costs and effort required to address them. We pick a subset of the highest ranking action items, and seek approval to move forward with them, and then communicate our analysis and action items to key stakeholders. The first step in Service Outage Analysis, is to choose a set of related outages you want to analyze. You can group outages for analysis, by any criteria you find useful. For example, you can group by supplier, product, service, application, customer, platform, region, or time period. Now tag the most significant outages, so you can focus your analysis on them, to make the most of your time and effort. Typically, the most significant outages, have had the longest duration, and/or impact on the business. This step is about applying the Pareto…
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