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How Kepner Tregoe can improve your ITIL processes

From an ITIL perspective
by

Thomas Fejfer

on 12 June 2016

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Transcript of How Kepner Tregoe can improve your ITIL processes

They understood that this is how humans operate. So around these four fundamental questions and purposes they developed four processes.
Each of the four questions serves a different purpose.
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.
Purpose
How
Kepner-Tregoe
can improve your
ITIL processes

ITIL® Incident and Problem Management describes well how to manage incidents and problems, but not how to solve them. Kepner-Tregoe® fills this gap.

In the ITIL Service Operation publication there is a reference to Kepner-Tregoe, but only related to problem investigation and diagnosis. Kepner-Tregoe is much more than that, and can be used to improve other ITIL activities and processes significantly.

The purpose of this presentation it to show examples of where Kepner-Tregoe can be used to support the "how" in the three basic ITIL processes that is used in effective problem solving: Incident management (to restore), Problem management (to prevent recurrence), and Change management (to avoid creating new problems when implementing solutions).

Be aware that in this presentation
the use of Kepner-Tregoe in ITIL processes is not exhaustive,
it is from an ITIL perspective
from an ITIL perspective
by Thomas Fejfer, BlueHat P/S
®
®
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.
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.
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. The Swirl logo™ is a trademark of AXELOS Limited.
®
®
Back in the late 1950's, Dr. Charles Kepner and Dr. Benjamin Tregoe, two sociologists, were observing human behavior trying to figure out what makes the difference between somebody who is able to sort out a mess while others fail and make all the wrong decisions.
Kepner-Tregoe rational thinking
®
Introduction to
Overview of
A whitepaper containing more details is available at
no registration needed
http://www.bluehat.dk/downloads/
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.

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.
How KT can support ITIL
Problem investigation
and diagnosis
Kepner-Tregoe's Problem Analysis supports
by providing a technique to find the cause, and what caused the cause, to help us take permanent corrective action and prevent recurrence.
Incident logging & prioritization
and
Major
incident procedure
Problem
resolution
Decision Analysis supports
Situation Appraisal
supports
Situation Appraisal supports by providing
a simple and effective priority coding system
Potential Problem Analysis supports by providing
a simple and easy to use risk assessment
for e.g. high risk changes
by providing effective questioning techniques to clarify and prioritize inquiries from users
by providing a simple, but effective decision making model to choose the best solution
Incident investigation and diagnosis
Kepner-Tregoe Problem Analysis can improve
by providing a technique to identify the immediate cause if needed to restore service and thereby answering the question: “Why did it happen?”
The rational processes offer systematic procedures for applying critical thinking to information, data, and experience.
Authorize change for build and test
Decision Analysis supports
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
The four rational processes are perfectly suited for these complex repetitive challenges.
Examples of
®
When should I use KT?
Protect action
What lies ahead?
Make a choice
What should we do?
Find cause
Why did it happen?
Clarify & prioritize
What is going on?
Access
evaluate
change
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.
Change management
Problem management
Incident management
Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.
Kepner-Tregoe is a Registered Trademark of Kepner-Tregoe, Inc. in the United States and other countries.
Functional
escalation
Management
escalation
Resolution and
recovery
Problem
logging
Problem
prioritization
Authorize deployment
Full transcript