I recently had an article published by the IT Service Management Forum (itSMF) of Australia on what Kepner-Tregoe problem solving and decision making offers to ITIL Problem Management.
So far, one of the most useful concepts from KT is the use of a ‘deviation’ to determine whether you do in fact have a ‘problem’. A deviation is defined as the difference between an expected and actual condition - such as a server load twice that of normal, or a host being unresponsive when it should be up. If there is no ‘deviation’, then you must question whether you really have a ‘problem’. This is useful for distinguishing between development requests / enhancement requests and true ‘problems’.
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Sue Massey ·
Just wanted to say HI. I found your blog a few days ago on Technorati and have been reading it over the past few days.