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] The steps in Kepner-Tregoe Problem Analysis are straightforward. First, describe the problem precisely, including it's identity, location, when it occurs, and its extent. Establish possible causes, then test them, and lastly, verify the true cause. Here we develop a precise definition of the problem, by gathering discrete facts. First, its identity. What exactly is is the problem? Then, the where. Where is the problem located? Next, the when. When did the problem occur, and if it repeats, how often? And then, the extent. What is affected, how many, in what way, and by how much? Lastly, for each we ask, what is, and what could be, but is not for each of these dimensions. In this step, we harness the knowledge, skills, and experience of the team. Using the problem description as a basis for rooting out possible causes to the problem. A key part of this technique in this phase is to ensure that evidence is found to support or refute each possible cause. Zero in on which…
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