Problem Management

Ideal for service desk staff, problem managers, quality managers, analysts, technicians, subject matter experts, auditors, engineers and others responsible for resolution of critical incidents and problems.

• Drives a high-quality and consistent troubleshooting process
• Gets you to the root cause of problems faster
• Enables your team to think and communicate clearly and confidently under pressure
• Eliminates trial-and-error behavior, waste, and loss of key data
• Creates a seamless information flow and knowledge sharing
• Ensures that everyone speaks the same “problem-solving language”

• A structured, critical-thinking approach to analyze problems, get to root cause, select the best fix or workaround, and to proactively avoid problems
• Systematically clarify and prioritize problems
• Clearly describe a problem and gather the most relevant data
• A strategic approach to problem solving based on problem type, e.g. start-up and recurring problems
• How to capitalize by making thinking visible
• Succinct and effective stakeholder communication and resource management throughout the problem life-cycle

Kepner-Tregoe’s Problem and Incident management solutions have been used worldwide to help organizations maximize ROI. Using our systematic approach for managing problems, KT clients have achieved dramatic improvements, such as:

• Shortened Mean Time to Resolve
• Reduced Time-to-Close
• Increased First-Time-Fix Rate
• Improved Customer Satisfaction
• Maximized Customer Lifetime Value
• Greater IT Stability and Production Uptime

“Using the Kepner-Tregoe process, I am able to resolve customer issues quicker. Because of this, my backlog has been reduced over 65%. I can spend more time on other customer issues.”

— Plant Engineer

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