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ITIL Tattle

ITIL Tattle

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

  1. ITIL Tattle
  2. Tag: Kepner-Tregoe

Tag: Kepner-Tregoe

Situation Normal…?

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 […]

19th April 2019 0

Kepner-Tregoe Demystified

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 […]

15th March 2019 0

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