ITIL Tattle

ITIL Tattle

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

Category: Problem Management

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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