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Enhancing ITSM with the IS IS NOT Matrix and Kepner-Tregoe's Problem Analysis Process

Warren D

Jul 10

4 min read

In IT service management (ITSM), resolving recurring issues quickly and accurately is crucial. Yet, many root cause analysis (RCA) meetings end up stuck in endless debates, with teams defending their views or avoiding responsibility. This wastes time and delays solutions. The IS/IS NOT matrix, a core tool from Kepner-Tregoe's Problem Analysis process, offers a clear, disciplined way to cut through assumptions and focus on facts. It helps teams identify what is truly happening and what is not, across key dimensions of the problem. This approach can transform ITSM problem-solving by making RCA meetings more productive and outcomes more reliable.

Why Root Cause Analysis Often Fails in ITSM

Many IT teams have experienced RCA sessions that seem to go nowhere. The discussion often turns into a battle of opinions rather than a search for facts. People may push theories based on gut feelings or try to avoid blame. This leads to:

Confusion about the real cause
Delays in fixing the issue
Recurrence of the problem due to incomplete analysis

The root of this problem is a lack of a structured process to separate facts from assumptions. Without this, teams struggle to agree on what the problem actually is and where to focus their efforts.

The Discipline Behind Kepner-Tregoe's IS/IS NOT Matrix

Kepner-Tregoe developed the Problem Analysis process to bring discipline to problem-solving. The IS/IS NOT matrix is a simple but powerful tool within this process. It forces teams to describe the problem clearly by answering four key questions:

What is happening and what is not?
Where is the problem occurring and where is it not?
When does the problem happen and when does it not?
Extent of the problem: how much and how often?

By documenting both what IS and what IS NOT true for each dimension, teams narrow down the possible causes. This method reduces guesswork and focuses on evidence.

How to Use the IS/IS NOT Matrix in ITSM

Here is a practical example based on a common ITSM scenario:

Scenario: Application Servers Crashing Intermittently

What IS: Servers running Application X crash with an out-of-memory error.
What IS NOT: Servers running Application Y on the same hardware and rack do not crash.
Where IS: Only servers in the US-East data center experience crashes.
Where IS NOT: Identical servers in US-West running the same application version do not crash.
When IS: Crashes started 9 days ago and occur between 2–4 am.
When IS NOT: No crashes during business hours, even under heavy load.
Extent IS: 3 out of 12 servers crash roughly once every 36 hours.
Extent IS NOT: Not all servers crash, and crashes do not happen multiple times per day.

This matrix helps the team focus on specific conditions, such as the location, time window, and affected servers, which guides further investigation.

Benefits of Applying the IS/IS NOT Matrix in ITSM

Using this matrix in ITSM processes offers several advantages:

Clear problem definition: Teams agree on the exact nature and scope of the issue.
Focused investigation: Resources target areas most likely to reveal the root cause.
Reduced bias: Evidence drives conclusions rather than opinions or assumptions.
Improved collaboration: Structured discussions prevent blame games and keep teams aligned.
Faster resolution: Pinpointing the cause reduces downtime and improves service quality.

Lessons from the U.S. Air Force on Problem Solving Discipline

A study of U.S. Air Force pilots found they were not necessarily smarter than average problem solvers but were more disciplined. They followed a consistent process to separate facts from assumptions before deciding. This discipline evolved into formal methods like Kepner-Tregoe’s Problem Analysis. ITSM teams can benefit from adopting similar rigor to improve their RCA outcomes.

Integrating the IS/IS NOT Matrix with Knowledge-Centered Service (KCS)

Knowledge-Centered Service (KCS) focuses on capturing and reusing knowledge to improve ITSM. Incorporating the IS/IS NOT matrix into KCS practices can:

Enhance the quality of problem records by including clear IS/IS NOT analysis.
Build a knowledge base of well-defined problems and solutions.
Support faster troubleshooting by referencing past IS/IS NOT matrices.
Encourage continuous learning and process improvement.

Practical Tips for Facilitating Effective IS/IS NOT Sessions

To get the most from the IS/IS NOT matrix, consider these tips:

Prepare data and logs before the meeting to support fact-based discussion.
Assign a facilitator to keep the session focused and on track.
Encourage participants to state facts, not opinions.
Document the matrix clearly and share it with all stakeholders.
Use the matrix as a living document, updating it as new information emerges.

The IS/IS NOT matrix is a straightforward tool that can dramatically improve root cause analysis in ITSM. By focusing on facts across what is and is not happening, teams avoid unproductive debates and find solutions faster. Integrating this approach with Knowledge-Centered Service practices builds stronger knowledge bases and supports continuous improvement. IT teams ready to adopt this disciplined method will see clearer problem definitions, better collaboration, and faster incident resolution. Start applying the IS/IS NOT matrix in your next RCA meeting and experience the difference it makes.