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Showing posts with the label Root Cause Analysis

Problem Management Techniques

Perhaps one of the most underused yet powerful processes from ITIL is Problem Management. Many people recognize the importance of Problem Management, especially in relationship to Incident Management. Yet when I ask students if they have implemented a Problem Management process the response is often “We plan to...” or “We started but did not get too far…” or “Not yet.” So what is keeping companies and individuals from using Problem Management to its full effectiveness? I propose that some of the reason is fear, uncertainty and doubt about how to go about “doing” Problem Management. By understanding that the Problem Management process has a number of techniques and tools available to help a service provider indentify root cause and recommend permanent resolution we may be able to remove some of the fear, uncertainty and doubt. What are some of the techniques and how could we apply them? Let’s take a brief look and see what we can uncover. Chronological Analysis: This time based appr