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ITIL :: View topic - Problem Management techniques
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Problem Management techniques

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Favoured Problem Management techniques
Kepner Tregoe
 0%  [ 0 ]
Chronological Analysis
 0%  [ 0 ]
Pain Value Analysis
 0%  [ 0 ]
 0%  [ 0 ]
Ishikawa Diagram
 0%  [ 0 ]
Pareto Analysis
 0%  [ 0 ]
5 Whys
 0%  [ 0 ]
 0%  [ 0 ]
Total Votes : 0

Author Message

Joined: Sep 21, 2016
Posts: 1

PostPosted: Thu Sep 22, 2016 7:27 pm    Post subject: Problem Management techniques Reply with quote

Hi All,

Long time reader first time poster. My company has recently changed IT directors and the new director is keen to give support to and use problem management better to drive down recurring incidents, great for me as the problem manager to have some support, however he is a big proponent of the 5 why's technique and wants the push this method for all teams to follow. I'm not a fan of the 5 why's I find it tends to lead to 5 more whys which become 10 etc and you never get to the root cause.

I tend to favour a combination of Chronological analysis and brainstorming, I know from ITil and Problem Management course I've attend that there are other methods and was wondering what the knowledgeable community here favoured.

Also can anyone suggest some good course for these, we are looking to send some problem champions from each of our support areas on some courses to give them an insight into the techniques.

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Senior Itiler

Joined: Sep 16, 2006
Posts: 3603
Location: London, UK

PostPosted: Fri Sep 23, 2016 7:14 am    Post subject: Reply with quote

They all should be used
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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