The IT Infrastructure Library™ (ITIL®) describes the steps of the root cause analysis method called Kepner-Tregoe - define and describe the problem, establish possible causes, test the most probable cause, and verify the true cause. The ITIL mentions Kepner-Tregoe, but does not give enough detail to use it to solve difficult problems. Simple as it sounds, most technicians and technical leads do not actually follow Kepner-Tregoe. They rely instead upon preconceived ideas and often skip important steps. Then, without a plan and in desperation they fall back on the good old "when in doubt swap it out" technique. Taking the time to use Kepner-Tregoe can result in dramatic improvements in troubleshooting, and deliver permanent fixes to prevent future problems as well .
go to the article: http://www.itsmsolutions.com/newsletters/DITYvol6iss19.pdf
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