From the course: Putting ITIL® into Practice: Problem Management Techniques
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Where to use it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Where to use it
- [Voiceover] Use Kepner-Tregor Problem Analysis to solve complex problems that require the skill and knowledge of a team, problems that require speed and precision to solve, and where you need to pin down the problem systematically before moving onto implementing solutions. Some problems don't require a team to solve. They can be understood and worked on by one mind with the right skills and knowledge end to end. Others are more complex requiring the skills and knowledge of a team. Kepner-Tregoe Problem Analysis shines as a group problem solving technique because it's structure encourage both speed and precision in getting to the true root cause. One of the beautifully effective aspects of Kepner-Tregoe Analysis is the is, is not line of questioning. Understand the what, where, when, and extent of the problem both what is and is not helps bound the problem and shed light on which potential causes are real and which are not. This is usually helpful in focusing the team. It prevents…
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