The document discusses advanced problem management in ServiceNow, emphasizing the need for behavior change through defined processes. It highlights the Kepner-Tregoe (KT) method for enhancing logical thinking and decision-making in incident and problem management. The KT Clearthinking approach is showcased as a tool for improving data capture and facilitating efficient problem analysis.

1. Advanced Problem
Management for ServiceNow
Increasing IT stability with Kepner-Tregoe (KT)
and the KT Problem Management plug-in
CLIENT DISCOVERY
CASE STUDY & DEMO

2. The Platform Stack

3. The Platform Stack

4. The Platform Stack
TECHNOLOGY INFRASTRUCTURE
NETWORK/MARKETPLACE/COMMUNITY
DATA
DATA
TECHNOLOGY INFRASTRUCTURE
NETWORK/MARKETPLACE/COMMUNITY

5. The Platform Stack
Promises of Platform Business Models:
• VISIBILITY
• COLLABORATION
• COMMUNICATION
• DOCUMENTATION
SN
KT
Opportunities & Risks
“The Ripple Effect”

6. The Platform Stack
The Kepner-Tregoe Platform Premise:
The promises of the platform business model
cannot occur until behavior change is realized,
which cannot occur until process is defined and enforced.

7. Defining KT ClearThinking
System 1 (Intuition)
The automatic system informed by
knowledge and experience.
System 2 (Clear/Critical Thinking)
The effortful system used to consciously
think through an issue in a systematic way.

8. 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 = $1.05
ball = $0.05
both = $1.10
Thinking under pressure tends to be inconsistent
if not structured, managed, and practiced.

9. KT ClearThinking Within ITIL
Customer
Incident
Fix/Work
Around
Incident
Resolution
Problem
Known
Error
RFC
Incident
Management
Problem
Management
Diagnose
Problem
Trigger
Request
For
Change
Implementation
Select the best
Fix/Work-Around
Situation
Appraisal
Decision
Analysis
Potential
Problem
Analysis
Problem
Analysis

10. 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.

11. Coaching Loops (KT’s Performance System)
S P R C
Fb
+
-
Situation
Performer Response Consequences
Feedback

12. 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