ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Category: Kepner-Tregoe

The majority of people don’t want to plan. They want to be free of the responsibility of planning. B. F. Skinner (Walden Two) I once heard a senior manager declare that they didn’t consider disaster planning useful as their staff did their best work under pressure… So, why should we plan?  I think we may […]

For the final Kepner-Tregoe thinking process we return to risk analysis – despite Matt having covered this recently from a change management perspective, I make no apology for the repetition! Many service management disciplines encounter risk as, in the real world, perfect knowledge is not possible – much of what we do will involve a degree of […]

  Decision Analysis is our next Kepner-Tregoe thinking process.  The steps provided will be very familiar to anyone who has undertaken a procurement, theft or recruitment exercise, yet they can be scaled down to decision making at an operational level.  A key aim of this process is to balance benefits and risks. 1. State Decision […]

Problem Analysis is probably the most well known of the Kepner-Tregoe thinking processes, and the one referenced in the ITIL textbooks.  Almost certainly your current job description includes a “problem solving” section, yet I suspect that problem solving rarely proceeds via a systematic process and instead is often intuitive and sporadic.  How many times has […]

What’s happening?  This is the first and most repeated question in a major incident or critical continuity event. Situation Appraisal is the Kepner-Tregoe thinking process designed to answer this question. The steps are simple in theory: Identify (and log) concerns/issues Set priority Plan next steps Manage involvement However in practice, folk tend to leap all […]

No, not the names of the two muppets in the balcony, but a mysterious problem management technique mentioned in the ITIL® guidance. In “Service Support” (the v2 “blue book”) it was summarised as the following: Defining the Problem Describing the Problem with regard to identity, location, time and size Establishing the possible causes Testing the […]

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