5.1 Overview

In this study, the conclusion has been categorized into two perspectives which are Organizational and Academically. This is because, each side have different views in concluding and they have different nature of application of those problem solving techniques, on an organization side is more of application and the outcomes of those techniques, but on the academic side is more of theory, similarity and comparing of those techniques. Therefore, the following is the conclusion of this study.

5.2 Organization

Side It is very clear that, for the IT Organization or IT Department as an IT Service Delivery Agent, problems and challenges are inevitable. And this is because of the business operation demands, services reliability and accountability, life span of the equipments, as well as technological changes. As a result, problems or faults or challenges that’s my hinder the organization or business performance occurs. However, not only necessarily the mentioned reasons and circumstances may cause problems or faults or challenges, there may be some other factors such as lack of appropriate knowledge of using the services, equipments and technology, or lack of technical knowledge of implementing or establishing those services required, etc. Therefore, an IT Service Delivery Agent (IT Organization or IT Department), should have a proper incidence management methodology or policy which is equipped with highly skilled technical 19 team, with high level of understanding of problem solving techniques. This will enable the IT Service Delivery Agent (IT Organization or IT Department) to provide reliable and quality services to the customers and end-users, and continue to maintain competitive market share. In conclusion, for an IT Service Delivery Agent to provide quality and reliable services to the customers as well as end-users, IT professionals should consider both organization and academic views. This is because it provides both practical and theoretical point of views in all problem solving techniques.

5.3 Academic

Side On the academic side, it is very clear that, all these techniques which have been incorporated in this study, all of them have different application depending on the nature of the problem or challenge, and each one was developed or discovered when a particular problem or challenge occurred.

5.3.1 Brainstorming

This technique was discovered by Alex F. Osborn in 1939, by that time he was looking for employees who are capable to develop creative idea for ad campaigns, he started with “groupthinking sessions” and discovered a significant improvement in the quality and quantity of ideas produced by employees. And later, in 1953 this technique was popularized by himself (Parker, Begnaud, 2004). Therefore, in conclusion this technique is more of generating new ideas on a particular subject matter as specified, but it is also applicable in searching for a solution of a particular problem or challenge.

5.3.2 Trial and Error

This is a common method of problem solving, repair, tuning or obtaining new knowledge. It’s known that, in the area of Information and Technology, this method is known as “generate and test”, and this is because of its nature of not requiring high knowledge of the problem area. Experience and studies shows that, this is the last resort when no apparent rule applies. However, it doesn’t mean that this technique is bad and careless to be applied; it can be used and applied successfully towards getting the solution (Bei, Chen, Zhang, 2013). Therefore, this technique can be applied when there is no apparent rule applied, also when all other approaches have been used without success, as well as when an individual’s has no knowledge at all about the problem area.

5.3.3 Root Cause Analysis (RCA)

RCA is a problem solving technique which is used in different domain area such as engineering, manufacturing, business operations, etc in order to address problems and challenges. But, RCA is frequently used in IT and telecommunications to detect the root causes of serious problems. The effectiveness of the RCA is more positive when an organization or business, is using ITIL framework for services delivery. This is because RCA is more of proactive problem management (which means that, addressing the root cause of the problem) while ITIL is reactive problem management (which means that, addressing as soon as possible). RCA has an advantage of