Situation Appraisal

Break down any situation into specific components, and determine who will do what, and by when.

  • Create a clear and complete list of all internal or external customer issues related to a particular situation, then clarify the concerns to ensure appropriate action
  • Use three key criteria to put the list of concerns in priority order, so action can be taken on the right thing at the right time
  • Plan appropriate action for each concern and assign involvement to ensure the best outcome
  • Communicate priorities and ownership easily

Problem Analysis

A structured way to quickly find the cause when things are not working as they should. 

  • Define problem scope through setting up a simple description of the problem then use four key categories of information to precisely describe the problem
  • Gather detailed information about the problem using KT’s unique approach to comparing items that do not have the problem to those that do, then identify changes that caused the problem
  • Create and test hypotheses, then eliminate ones that don’t support known facts
  • Confirm the true cause before taking action to fix it

Decision Analysis

Understand how needed benefits will influence your choice, see how well various options meet your needs, and ensure that your choice can stand the test of time.

  • Identify scope and gain consensus by focusing on identifying objectives, then choices, and finally on risks before committing to a final choice
  • Identify mandatory and non-mandatory criteria that will be used to evaluate choices, including clear measures of success
  • Use simple-but-robust techniques for comparing performance of alternatives
  • Consider risks associated with alternatives

Potential Problem Analysis

Consider what might go wrong with future actions, identify ways to keep bad things from happening, and/or minimize damage. 

  • Brainstorm a list of things that could impact the success of a plan or action
  • Put the list in priority order so action can be taken on the right thing at the right time
  • Identify and prevent possible causes, and prepare actions to minimize effects if problems happen, along with triggers to ensure those actions happen only when needed
  • Learn Potential Opportunity Analysis: a similar process for identifying and leveraging future opportunities

Additional topics

  • Adapting KT processes to Problem Management environments
  • Coaching Loops: This is a function in Service Now that allows to plan, implement and automate coaching and QA for the application of KT’s problem management skills within the work flow. This functionality enables real-time feedback as well as ongoing monitoring in order to maximize the adoption of new skills.
  • Questioning and prioritization techniques for Problem Management
  • Advanced topics for each process (e.g. for Problem Analysis (PA): Think Beyond the Fix; Using PA for Specific Types of Problems; Rapid Use of PA under pressure; etc.) 

 Download Advanced Problem Management For ServiceNow Outline

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