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We offer five practice-based graduate programmes focusing on information technology (IT) and data science.
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This presentation showcases a practical approach to problem solving as outlined in the ITIL v3 Service Operation books by analysing real life examples of solving ‘unsolvable’ IT problems. The focus is on actual problems and understanding why and how the Kepner Tregoe (KT) Problem Analysis process used to find root cause was successful, when normal Root Cause Analysis was not.
Note that this talk will not be a lesson on ITIL or the theoretical details of KT. The main title of the presentation (IS/IS NOT) takes its name from one of the main basic technique of KT information gathering. It features in all of the examples in this talk and is one of the key enablers in solving ‘unsolvable’ problems.
The IT Service Management Community of Practice (ITSM CoP) is a community for professionals involved in IT Service Management to share their knowledge and experience so as to encourage learning and support for each other through a vibrant network of practitioners. Click here to join our LinkedIn group.
IT Professionals involved in IT Service Management
Enquiries Please email Pui Sauw at isscps@nus.edu.sg / issmarketing@nus.edu.sg
Mr. Richard Browne (Ric) not only handle snakes but also the toughest of IT problems.
Ric started his career in IT when it was formerly known as EDP (Electronic Data Processing) in 1981. He worked for an Australian Bank dealing with NCR Mainframes in the Operations section. As technology evolved, so did the process and focus, service efficiency and effectiveness became more important as the role IT played within the Business. Service Delivery roles ensued, promotion of process via Kepner Tregoe (KT) Rational Thought Processes and ITIL Processes opened up newly created roles in Service Management delivery and architecture.
With v2 Manager and v3 Expert certifications, Ric has provided ITSM expertise and consultancy in many industries in many Asian countries both private and public sector, insourced and outsourced, and taught hundreds of students in both ITIL Foundations and KT Resolve. Currently he is employed as the Senior ITSM Consultant at CloudFX Pte Ltd based in Singapore.