From the course: Putting ITIL® into Practice: Problem Management Techniques
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Review it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Review it
- [Voiceover] After you do it, I want you to review it. Ask yourself, what happened? What does it mean? What's the next thing I'll do as a result of trying this? Will I use this technique? If you're trying this technique in a team setting, as recommended, I'd like you to ask these questions of the team. Okay, so you've tried the technique. What was hard about it? What was easy? In general, people tend to find quantifying the potential reduction of avoidable outage duration, easier then quantifying the potential reduction in the frequency of outages. Some people also struggle with letting go of analyzing some outage cause and duration contributors, to focus on those that are more significant. And with letting go of less impactful action items, to focus on those with more bang for the buck. What was hard and easy for you? What worked well? What didn't work? Did you struggle with the tagging and the filtering? Prioritization, quantification, estimation of resources required? With…
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