From the course: Putting ITIL® into Practice: Problem Management Techniques
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Why use it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Why use it?
- [Voiceover] Use Kepner-Tregoe problem analysis to quickly get to a precise problem description, to get to the true root cause of a problem before moving on to solutions, to take full advantage of team knowledge, skills, and experience, and to document causes and decision paths for communication and learning. Precision is everything when it comes to problem descriptions and getting to a precise definition quickly is vital in high-pressure problem situations. Kepner-Tregoe is ideal for this as it provides a structured approach teams can snap to to identify the what, where, when, and extent of a problem. Use Kepner-Tregoe problem analysis to get quickly to a precise problem description, to get to the true root cause of a problem before moving on to solutions, to take full advantage of a team's knowledge, skills, and experience, and to document causes and decision paths for communication and learning. Kepner-Tregoe problem analysis is a shared technique that provides teams with…
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