Dealing with end user incidents dominates service management environments. Once the incidents are resolved, the service environment relaxes. Resolving an incident implies less pressure from users, because no problem exists.
Problem Management: The ITIL Orphan?
Problem solving through divergent and convergent thinking
“We thought that we had the answers, it was the questions we had wrong.”
Edward de Bono
What Edward de Bono had to say rings very true with a high percentage of the problems that we are presented with, if the right questions are asked at the outset of the process it can save you a great deal of time and a lot of unnecessary tears and frustration.
Five men in an “IT CSI” boat – The beginning
What’s this all about, five men in an IT CSI boat? How ridiculous can you get!
Let me explain. Realistically it is the start of a journey and the launch of our blog on IT CSI (IT – Root Cause Analysis). So I suppose that to some degree explains why the boat analogy and the 5 men I mentioned. The 5 men relate to the characters in Thinking Dimensions Global who I will introduce shortly.
Problem solving process:
How to gather, what to gather, where and when to gather
As a general rule the most successful man in life is the man who has the best information –
Benjamin Disraeli (British Prime Minister 1874 - 1880)
The quote from Benjamin Disraeli was taken from a time when information was not as readily available as it is today or to the same level of detail, we only have to look at some of the Victorian newspapers from this time to understand how poorly knowledge and information was presented.
Can you see the wood for the trees? Clarify the problem detail
“People ask me questions, lost in confusion
Well – I tell them there’s no problem, only solutions”
John Lennon – “Watching the Wheels “
We at Thinking Dimensions Global have our own definition of Convergent Thinking and yes it does fit in with John Lennon’s lyrics – though he did pen the lyrics before we came up with the definition. We see convergent thinking as “reflecting a tendency to analyse relationships between several parts of a problem and to find useful links, connections or patterns.”