From the course: IT Service Management Foundations: Problem Management
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Investigation frameworks - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Investigation frameworks
- [Instructor] Investigation frameworks form great one-stop processes that have been tried and tested in the problem solving community. Each has strengths and weaknesses, and understanding these frameworks ensures that you will use the right tool at the right time when faced with a difficult challenge. Here are some popular ones. A3, it's called A3 because it fits on a single sheet of paper by its name. It's a continuous improvement method employed first at Toyota and follows the PDCA or plan, do, check, act cycle for planning, understanding, containing, and creating action items for continuous improvement. In the plan phase, you recognize and document an opportunity for improvement and then consider a change. In the do phase, you test your change and carry out a small scale study or pilot. You then enter the check phase, review your test results and come up with a list of lessons learned. Did anything you do or change…
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