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

The Platform Stack

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

Feedback

Q & A

What questions do you have about:• The KT ClearThinking Approach• The KT Plug-in for the ServiceNow Platform• The KT Discovery/Engagement Model