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RPR has been fully aligned with ITIL v3 since RPR 2.01 was released in April 2008. RPR fits directly into the ITIL v3 problem management process as a sub-process. Some organisations handle ongoing recurring problems within incident management, and RPR also fits into the ITIL v3 incident management process as a sub-process.
The ITIL Service Operation manual describes the purpose of a Problem-Solving Group as follows: The actual solving of problems is likely to be undertaken by one or more technical support groups and/or suppliers or support contractors – under the coordination of the Problem Manager.
The PDSA cycle was used to create the model of know-how transfer process, [7] and other models. [8] The concept of PDCA is based on the scientific method, as developed from the work of Francis Bacon (Novum Organum, 1620). The scientific method can be written as "hypothesis–experiment–evaluation" or as "plan–do–check".
The problem or a non-conformance can be identified internally through staff suggestions, management reviews, document reviews or internal audits. External leads to finding the root cause of the problem can include Customer complaints and suggestions; customer rejections; non-conformities raised in customer or third-party audits; recommendations ...
In July 2011, ITIL 2011 was released. In 2013, ITIL was acquired by AXELOS, a joint venture between Capita and the UK Cabinet Office. [9] In February 2019, ITIL 4 was released. With this release, the nomenclature of using a version number was replaced simply with the numerical number (v3 became 4) in a reference to the 4th industrial revolution.
Axelos, the current owners of ITIL have published several white papers on SIAM. In an organisational ecosystem using processes based on ITIL, SIAM capabilities are needed to align processes across service providers. ITIL is less applicable in situations where SIAM is being applied to non-IT services.
Newer ITIL versions, particularly V3, have increasingly addressed the Application Development and Application Management domains; the ASL BiSL Foundation has published a white paper comparing ITIL v3 and ASL. [1] ASL was developed in the late nineties in the Netherlands, originally as the proprietary R2C model, which evolved into ASL in 2000.
D1: Use a Team: Establish a team of people with product/process knowledge. Teammates provide new perspectives and different ideas when it comes to problem solving. D2: Describe the Problem: Specify the problem by identifying in quantifiable terms the who, what, where, when, why, how, and how many (5W2H) for the problem.