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Advanced Problem Management for ServiceNow
Increasing IT stability with Kepner-Tregoe (KT) and the KT Problem Management plug-in
CLIENT DISCOVERYCASE STUDY & DEMO
The Platform Stack
TECHNOLOGY INFRASTRUCTURE
NETWORK/MARKETPLACE/COMMUNITY
DATA
DATA
TECHNOLOGY INFRASTRUCTURE
NETWORK/MARKETPLACE/COMMUNITY
The Platform Stack
Promises of Platform Business Models:
• VISIBILITY• COLLABORATION
• COMMUNICATION• DOCUMENTATION
SN
KT
Opportunities & Risks“The Ripple Effect”
The Platform Stack
The Kepner-Tregoe Platform Premise:
The promises of the platform business modelcannot occur until behavior change is realized,
which cannot occur until process is defined and enforced.
Defining KT ClearThinking
System 1 (Intuition)The automatic system informed byknowledge and experience.
System 2 (Clear/Critical Thinking)The effortful system used to consciouslythink through an issue in a systematic way.
Defining KT ClearThinking
QUESTION:A bat and a ball cost $1.10.The bat costs $1.00 more than the ball.How much does the ball cost?
The correct answer is 5 cents.bat = $1.05ball = $0.05both = $1.10
Thinking under pressure tends to be inconsistentif not structured, managed, and practiced.
KT ClearThinking Within ITIL
Customer
Incident
Fix/WorkAround
IncidentResolution
Problem
KnownError
RFC
IncidentManagement
ProblemManagement
DiagnoseProblem
TriggerRequestForChange
Implementation
Select the bestFix/Work-Around
SituationAppraisal
Decision Analysis
Potential Problem Analysis
Problem Analysis
Lab 2: Plug-in Enabled ClearThinking
Improves logical thinking and the search for relevant changes by utilizing two column approach:– IS and IS NOTs
Improved consistency of data capture by organizing information in four dimensions:-What -Where -When-Extent / How Much
Allows for entry of unique data between items that have the problem, and those that do not.
Allows for logical testing of possible causes that engineers come up with to save time, resources, and repeated discussions.
Coaching Loops (KT’s Performance System)
S P R C
Fb
+-
Situation
Performer Response Consequences
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