Kepner-Tregoe’s ITSM problem and incident management approach helps IT managers drive IT stability. Excellent troubleshooting process users resolve service issues throughout the  service operation. ITSM incidents can disrupt an entire organization, leading to significant time and reputation losses. Kepner-Tregoe’s ITSM problem and incident management approach can minimize business impact and maximize stability through efficient incident recording and processing, integrated incident analysis, quick resolution and successful implementation for rapid recovery.

Kepner-Tregoe ITSM problem management helps organization to maximize service ROI. Using our systematic approach for managing incidents and problems, KT clients achieve dramatic improvements:

  • Decreased Mean Time to Restore
  • Shortened Mean Time to Resolve
  • Reduced Time-to-Close
  • Increased First-Time-Fix rate
  • Improved Customer Satisfaction
  • Customer Lifetime Value Maximization
  • Improvement in IT stability and production uptime



ITSM problem and incident management from Kepner-Tregoe focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, KT ITSM incident management processes help IT service managers use trending data from incident and event management to drive pro-active problem management, to identify potential failures and correct issues before the entire organization is impacted. Pre-emptive Problem Management that prevents incidents from occurring is delivered through excellent clear thinking about upcoming, mission critical events.

ITSM problem and incident management processes from Kepner-Tregoe have been used successfully in organizations worldwide. Helping resolve business issues, such as ITSM problem and incident management has been at the heart of the KT approach for over 50 years. Kepner-Tregoe’s proven problem solving, decision making and risk management methodologies are credited with dramatic improvements in ITSM functions and for enhancing the careers of IT service professionals.

Offered as a workshop. Go to the ITSM Incident and Problem Management in our workshop section.

Contact Kepner-Tregoe today to learn more about ITSM problem and incident management resolutions.