From the course: Putting ITIL® into Practice: Problem Management Techniques
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What is it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
What is it?
- [Voiceover] In this section, What To Know, we'll cover Kepner-Tregoe problem analysis. What it is, why you would use it, and where you'd use it. That is, under what circumstances the technique is applicable in general, and then specifically within problem management activities. We'll finish by covering how to do it, the actual steps, so let's get started. The power in Kepner-Tregoe's method is its simplicity and rigor. It helps us make sure we really nail down the cause before jumping to solutions. Kepner-Tregoe problem analysis is a systematic, four-phase, root cause analysis process. It consists of, first, describing the problem precisely, including its identity, location, time and size. Second, establishing possible causes. Third, testing those possible causes. And fourth, verifying the true cause.
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