Problem and Incident Management Performance

The ripple effect: as technology becomes more complex, so do the problems associated with it

These days, it’s nearly impossible for most support organizations to meet the requirements of their Service Level Agreements (SLAs). As the complexity of technology increases, it exponentially affects incident and problem volumes as well as their complexity. All at a time when organizations are being asked to do more with fewer resources. 

Problem management and incident handling tends to be product focused. That’s fine for simpler issues, but not for tougher, multi-technology environments. A lack of consistent processes for identifying, prioritizing and permanently resolving system problems only adds to the headache. Meanwhile, customers want to feel as if you’re addressing their problem and treating them like human beings, not reading from a script to find a solution.

How are you doing against these measures?

Efficiency Quality Cost
Mean time to resolve incidents and problems Customer satisfaction/loyalty

Cost per incident/problem

Mean time to restore service

First call resolution

Reduction in performance variation

Time to performance (new hire productivity)

Proactive management of
IT risks

Reduction in backlog

Person minutes per incident/problem

Employee retention

Increased incident and problem throughput

 

Our Solutions

Problem Management—KT Resolve

Heralded as best practices for support organizations, the KT Resolve solution brings higher quality and consistency to the troubleshooting process. KT Resolve gets to the root cause of problems faster and fixes them permanently.

Incident Management—KT Restore

Your reputation is built on how efficiently and effectively Technical Support and IT Operations services are restored. KT Restore works with you to bring quality, consistency and speed to customer interactions. It’s confidence under pressure.

ITSM Problem and Incident Management

Our “entry-level” workshop uses Kepner-Tregoe’s world-renowned processes for ITIL® Problem and Incident Management. This priSM® recognized course prepares you for the ISEB Examination.

Process Facilitation

When there is pressure to restore non-working service to a customer and other issues, you need a clear leadership model to handle both the management and the technical escalation. Defusing an emotionally charged atmosphere enables clear documentation, communication, prioritization, and resolution.