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cause

Problem Management Metrics

10 January 2016 by Robert Falkowitz Leave a Comment

Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.

Filed Under: featured, Problem Management Tagged With: causality, cause, Cost of Delay, last responsible moment, metrics, problem, problem management, proxy metrics, workarounds

The Sinking of the Sewol and “Root Cause” Analysis

29 July 2014 by Robert Falkowitz 5 Comments

Cause analysis

O why why why why why? Ohno Taiichi provides an oft-quoted example of using the five whys to perform root cause analysis. His neat little scenario of making durable improvements in the operation of an industrial machine gives a misleading view of the reality of understanding the causes of problems. An analysis of the sinking […]

Filed Under: Problem Management Tagged With: cause, cause-effect diagram, effect, five whys, problem, root cause analysis

Problem Workarounds and Incident Resolutions

7 January 2014 by Robert Falkowitz 1 Comment

The Scope of this Discussion When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that […]

Filed Under: Incident Management, Problem Management Tagged With: causality, cause, incident, known error, problem, return on investment, ROI, workaround

What is a problem?

17 March 2013 by Robert Falkowitz Leave a Comment

Although troubleshooting and the definitive elimination of faults has a long history, the particular innovation of ITIL® 2 was to recommend treating problems and incidents as two separate entities, each with its own life-cycle. This advice had led to a series of confusions and ambiguities, many of which have still not been resolved among the […]

Filed Under: Problem Management Tagged With: automation, cause, decadent society, decadent technology, known error, maintenance, proactive problem management, problem, reactive problem management, risk, root cause, symptom

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