How Kepner Tregoe can improve your ITIL processes

Situation Appraisal

supports

Incident logging & prioritization

by providing effective questioning techniques to clarify and prioritize inquiries from users

Major

incident procedure

The four rational processes are perfectly suited for these complex repetitive challenges.

The rational processes offer systematic procedures for applying critical thinking to information, data, and experience.

Kepner-Tregoe Problem Analysis can improve

Incident investigation and diagnosis

by providing a technique to identify the immediate cause if needed to restore service and thereby answering the question: “Why did it happen?”

Kepner-Tregoe's Problem Analysis supports

Problem investigation

and diagnosis

by providing a technique to find the cause, and what caused the cause, to help us take permanent corrective action and prevent recurrence.

Decision Analysis supports

Problem

resolution

by providing a simple, but effective decision making model to choose the best solution

Potential Problem Analysis supports by providing

a simple and easy to use risk assessment

for e.g. high risk changes

Access

and

evaluate

change

Situation Appraisal supports by providing

a simple and effective priority coding system

Decision Analysis supports

Authorize change for build and test

by providing a systematic process for authorizing changes :

• that hurts us if we make a wrong decision
• where we need traceability
• if we need to make a decision in a group

Fundamental difference

ITIL® processes are defined at a different level than Kepner-Tregoe® processes.

In an ITIL perspective, the four Kepner-Tregoe rational processes are merely techniques, but techniques that can be used individually or in combination in most of the ITIL processes.

So, Kepner-Tregoe rational processes will not replace your ITIL processes. But they can make your ITIL processes more operational, because they focus on behavioral skills.

Let's walk through three basic ITIL processes and see how Kepner-Tregoe can support the process activities.

“What is the value of a nicely documented problem management process if the people working in the process haven't got the knowledge and skills to solve problems?”

Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.

ITIL® is a registered trade mark of AXELOS Limited.

Conclusion

Often we pay too much attention to processes and tools, and less attention to behavioral skills.

That is where Kepner-Tregoe® rational thinking can add a lot of value to processes based on ITIL®.

ITIL describes “what” and “why”; Kepner-Tregoe describes the “how” for certain areas - focusing on behavioral skills.

Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.

ITIL® is a registered trade mark of AXELOS Limited.

When should I use KT?

Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.

What is going on?

After a few years of analysis they found something fundamental about how humans react under pressure. What they found out was that when dealing with any kind of complex situation, there are four basic questions that we want to know the answer to.

What lies ahead?

What should we do?

Why did it happen?

Clarify & prioritize

Each of the four questions serves a different purpose.

Protect action

Make a choice

Find cause

A whitepaper containing more details is available at

http://www.bluehat.dk/downloads/

no registration needed

They understood that this is how humans operate. So around these four fundamental questions and purposes they developed four processes.

Overview of

®

ITIL & KT relationships

Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.

ITIL® is a registered trade mark of AXELOS Limited.