From the course: Putting ITIL® into Practice: Problem Management Techniques

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Example of cause-effect analysis

Example of cause-effect analysis

From the course: Putting ITIL® into Practice: Problem Management Techniques

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Example of cause-effect analysis

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- [Instructor] Now that you've seen the steps to cause-effect analysis, let's look at a real-world example to help drive what you've learned home. Backups have not been completing for some time for the Legato team site hosted on the organization's collaboration service. As a result, the development team has lost much work, which will likely jeopardize the project schedule. Something must be done. The IT group puts together a team to tackle the issue. Alex, the IT operations lead, takes charge. He brings in DevOps, IT support, security, and the database admin, each with a unique perspective. Using a whiteboard, instant logs, and backup dashboards, they map out failures. Alex sets the focus, "Why are backups failing? And how do we fix it before it escalates?" The IT team assembles to work on the problem. Alex opens the session and writes down the problem statement so the team can refine it and agree on it. Backups have not been completed for some time for the Legato team site hosted on…

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