Several problem solving techniques are described in the ITIL v3 Problem Management process volume.
One of these techniques is the Ishikawa Diagrams. Ishikawa Diagrams are also commonly referred to as fishbone diagrams.
Ishikawa Diagrams provide a visual path to help understand the contributing factors that have created a problem.
The technique starts by defining the problem and then looking at the major components that could contribute to the problem (e.g. people, technology, environment). Next each component is further broken down (e.g. people - experience, people - training, people - attitude).
Eventually the fine detail emerges regarding the contributing factors and these are easier to address, rather than large topics like 'people'.