RPR (Rapid Problem Resolution)

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RPR (Rapid Problem Resolution)
Paul Offord, ICT Consultant, United Kingdom

RPR is a problem diagnosis method to determine the root cause of recurring grey problems.


RPR deals with failures, incorrect output and performance issues, and its particular strengths are in the diagnosis of ongoing & recurring grey problems. The method comprises:

* Core process - a 19-step that helps the practitioner decide what to do and when
* Supporting techniques - guides technical support staff in achieving the objectives of the process steps


RPR is an evidence-based method centred on three principles:

* An investigation is focused on a single symptom
* Definitive diagnostic data is captured for instances of that symptom
* The diagnostic data is always captured for a real problem in a live environment

The RPR concept of definitive diagnostic data is important to the method. Definitive diagnostic data are recorded diagnostic events that can be directly correlated to the user's experience of the symptom. Typically these will be log and trace entries, although RPR includes techniques to adapt statistical data (such as capacity information) into a form suitable for analysis.


The method is used by organisations that need to scale their troubleshooting capabilities beyond what is achievable through reliance on a few 'Go To' support staff. Using RPR as a framework, the skills needed to troubleshoot difficult IT problems can be taught rather than have to wait for support people to gain sufficient experience.

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