To increase wealth you can solve bigger problems or add more value.
One way to do this in IT is to learn more consulting skills. One way to do this is to read books on consulting. I recently purchased 4 books on consulting (recommended by AI) and this is a review of the first one.
In a world flooded with information, tools, and opinions, the real competitive advantage isn’t knowledge—it’s how you think. That’s the central promise of Bulletproof Problem Solving by Charles Conn and Robert McLean. The book positions itself as a universal system for tackling any problem—business, technical, or personal—and delivers one of the most practical frameworks available outside elite consulting firms.
This isn’t a fluffy “think positive” or “work harder” kind of book. It’s a structured, methodical approach to solving complex problems, rooted in the same logic used by top-tier consultants at firms like McKinsey & Company. Whether you’re a ServiceNow consultant, IT professional, entrepreneur, or knowledge worker, this book gives you a repeatable way to move from confusion to clarity—and from ideas to measurable results.
Core Idea: Problem Solving Is a System, Not a Talent
One of the most powerful ideas in Bulletproof Problem Solving is that great problem solving isn’t innate—it’s learnable. Most people approach problems reactively:
- Jumping straight into solutions
- Relying on intuition or past experience
- Treating symptoms instead of root causes
Conn and McLean challenge this by introducing a 7-step problem-solving loop, a disciplined approach that ensures you’re solving the right problem in the right way.
At a high level, the method looks like this:
- Define the problem clearly
- Break it into manageable parts
- Prioritize what matters most
- Build a plan
- Analyze rigorously
- Synthesize insights
- Communicate and act
This may sound straightforward, but the strength of the book lies in how rigorously each step is explained and applied.
What Makes This Book Stand Out
The Power of Problem Definition
The authors emphasize something most people overlook:
A poorly defined problem guarantees a poor solution.
Instead of vague goals like:
- “Improve system performance”
- “Reduce incidents”
You’re taught to define problems with precision:
- “Reduce incident volume from 12,000 to 7,000 per month within 90 days”
This shift alone dramatically improves outcomes. It forces clarity, aligns stakeholders, and creates measurable success criteria.
In IT consulting—especially in platforms like ServiceNow—this is critical. Many projects fail not because of bad technology, but because the problem was never clearly defined in the first place.
MECE Thinking: Structured Without Overcomplication
A cornerstone of the book is MECE thinking (Mutually Exclusive, Collectively Exhaustive). While the term may sound academic, the idea is simple:
Break problems into parts that don’t overlap but cover everything.
For example, if you’re analyzing why incidents are increasing, you might break it into:
- Demand drivers (more users, new systems)
- Failure drivers (recurring issues, poor fixes)
- Process issues (routing errors, misclassification)
This prevents two common mistakes:
- Overlapping causes (double counting)
- Missing key drivers entirely
The result is a clean, structured view of complex problems, which is essential when dealing with enterprise systems.
Hypothesis-Driven Thinking (Stop Wasting Time)
Another standout concept is hypothesis-driven problem solving.
Instead of analyzing everything endlessly, you:
- Form a hypothesis (educated guess)
- Test it with data
- Refine or discard
For example:
“60% of incidents are caused by 5 recurring issues.”
You then test that assumption with real data. If it’s true, you focus your efforts there. If not, you adjust.
This approach dramatically reduces analysis time and keeps teams focused on high-impact areas.
In real-world IT environments, this is invaluable. Without it, teams often drown in dashboards and reports without making meaningful progress.
Prioritization: Focus on What Actually Moves the Needle
One of the most practical lessons in the book is learning to prioritize effectively.
Not all problems are equal. Some fixes deliver massive impact, while others barely move the needle.
The authors encourage using tools like:
- Impact vs effort matrices
- 80/20 analysis (Pareto principle)
In a ServiceNow context, this might look like:
- Automating password resets (high impact, low effort)
- Redesigning an entire workflow (high effort, longer-term payoff)
The key insight:
Solve the few things that matter most—not everything at once.
From Analysis to Insight (Where Most People Fail)
Many professionals are good at analysis—but struggle with insight.
Analysis is:
- “Incidents increased by 20%”
Insight is:
- “Incidents increased because 3 recurring issues account for 60% of volume, and none are being addressed through problem management.”
The book teaches you how to connect the dots and extract meaning from data. This is what transforms raw numbers into actionable recommendations.
Communication: The Final (and Critical) Step
A solution that isn’t understood or accepted is useless.
The authors emphasize structured communication—similar to principles found in consulting frameworks like the pyramid structure:
- Start with the answer
- Support with evidence
- Keep it concise and logical
This is especially important when presenting to stakeholders or executives. Technical details alone won’t drive decisions—you need clear, compelling narratives.
Real-World Application: Why This Book Matters for IT & ServiceNow
While Bulletproof Problem Solving isn’t specifically about IT, it maps perfectly to real-world consulting scenarios.
Example: Reducing Incident Volume
Using the book’s framework, you would:
- Define the problem
- “Reduce incidents by 40% in 90 days”
- Break it down
- High-volume requests
- Recurring issues
- Misrouted tickets
- Prioritize
- Focus on top 5 drivers
- Analyze
- Identify patterns in incident data
- Solve
- Automate requests
- Implement problem management
- Improve routing
- Communicate
- Present results and ROI
This structured approach turns what could be a chaotic effort into a clear, results-driven initiative.
Strengths of the Book
Highly Practical
This isn’t abstract theory—it’s actionable. You can apply the framework immediately.
Clear Structure
The step-by-step method is easy to follow and repeat.
Broad Applicability
Works across industries: IT, business, operations, personal decisions.
Consulting-Level Thinking
Gives you access to frameworks typically used by top consulting firms.
Who Should Read This Book?
This book is especially valuable for:
- IT consultants and ServiceNow professionals
- Business analysts and project managers
- Engineers transitioning into strategic roles
- Anyone solving complex, ambiguous problems
If your role involves:
- Diagnosing issues
- Making decisions
- Communicating solutions
…this book will significantly improve your effectiveness.
Final Verdict
Bulletproof Problem Solving delivers exactly what it promises: a reliable, repeatable system for solving problems effectively.
It bridges the gap between:
- Raw intelligence and structured thinking
- Data and insight
- Ideas and execution
More importantly, it helps you shift from:
- Reactive problem solving
to - Strategic, high-impact thinking
In fields like IT and ServiceNow consulting, where problems are complex and stakes are high, this skill set is invaluable.
Why it stands out:
- Practical and immediately useful
- Built on proven consulting methods
- Applicable to real-world challenges
- Requires discipline to implement fully
- Lacks domain-specific depth
Closing Thought
Most people try to solve problems faster.
This book teaches you to solve them better.
And in today’s world, that difference is everything.