Those of you familiar with Kepner Tregoe problem solving will have come across the standard format used to describe problems – object-deviation. An object is the “thing” that is experiencing a deviation. A deviation occurs where there is a positive or negative difference between an expected condition and a measured…
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Kathy Reid questions the usefulness of Kepner Tregoe problem solving within ITIL Problem Management.
2 CommentsI 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…
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