Structured Analysis process

The Structured Problem Analysis process is based on the problem analysis record.

The process flow uses the following steps:

Table 1. Process flow steps table
Step Description
Situation Appraisal If there is an associated problem or incident record, state the situation within that record. For example: Users cannot access the file share.
Create the Structured Problem Analysis record

Create a new problem analysis record and define both the object and the deviation, that is, the degradation of service from the expected result. For example, the object could be File Server, and the deviation could be running with greater than 50ms response times.

Coaching assessments can be requested now, if required.

Specify the problem Define Is and Is Not values for What, Where, When, and Extent aspects. For example, Is in London and Is not in New York.
List distinctions and changes List all possible distinctions and changes to help identify possible causes. For example, London has recently upgraded its server, New York has not.
List, test, and confirm causes

List all possible causes, and justify why each may or may not be correct. For example, a general software upgrade might not be the cause because the problem does not affect all users.

Select the most probable cause or causes. Then, create tasks and confirmation methods to test those causes, to finally determine and confirm the cause.

The process should conclude with a confirmed cause. This confirmed cause can then be addressed through the standard problem management or incident management processes.