ITIL Tattle

ITIL Tattle

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

Category: Problem Management

With Christmas rapidly approaching, I’m sure many of you will be looking forward to enjoying a whodunit, whether in print, film or game. I’d already referenced Holmes when introducing Kepner-Tregoe problem analysis and by popular demand have been asked to tell a story. So settle down and grab a mug – are you’re sitting comfortably?  […]

Long time no see ITIL Tattlers! The medical theme in Robert’s post last week has encouraged me to resume blogging duties. His post cleverly applies First Aid principles to ITIL and I’ve had cause over the last few months to have a lot of interaction with our amazing NHS, so I’d come to the same […]

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 […]

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 […]

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