IT tech service videos offer an overview of how Kepner-Tregoe structured processes support ITIL implementations for incident and problem management and relate video case studies of best practices for IT service. The IT tech service videos describe ITIL, widely accepted best practices for service and support, and relate how KT problem solving, including our Resolve approach, help IT service organizations achieve ITIL standards. Problem management, incident management, as well as service process performance are dramatically improved by using Kepner-Tregoe methodologies. Service strategy consulting with an added focus on customer support differentiation allows organizations to transform IT tech support improvement into a significant competitive advantage.

For more information on IT tech service consulting or training, contact Kepner-Tregoe.

View our selected videos just below


 

The New Digital Operating Model

Cloud, Agile, DevOps, and Lean Product Management are the foundations of the new digital operating model. Today, the four most valuable companies on the stock market are tech companies, and as the New York Times notes, "every company is a tech company."  A broad new consensus on how to manage technology is taking hold. 

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A Holistic Approach for IT and Tech Support from The World’s Leading Troubleshooting Company

Christoph Goldenstern, VP of Strategy & Service Excellence, outlines the Kepner-Tregoe approach, consulting and training solutions for IT and Tech Support on how to embed critical thinking in your business and why you should choose Kepner-Tregoe’s proven methodologies for your business.

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Kepner-Tregoe Problem Solving and Simulation Improve Incident, Problem, and Change Management

Christoph Goldenstern, VP of Strategy & Service Excellence, explains how Kepner-Tregoe’s “plug-ins” for ServiceNow support IT Service management teams to drive improvements in incident, problem and change management. Christoph also unveils new troubleshooting simulation technology designed to bridge the gap between classroom and real-world situations. Teams can now practice critical problem solving skills in a real, but safe learning environment

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A discussion with Lupe Clark of CSAA, client of Kepner-Tregoe

Lupe Clark, IT Manager, CSAA Insurance Group responsible for reducing incidents to 17 per year down from 300.  Lupe talks about CSAA’s closed loop cycle, the Kepner-Tregoe solution and a number of other items.

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A discussion with Christoph Goldenstern of Kepner-Tregoe

Christoph Goldenstern, VP of Strategy & Service Excellence taking on a number of topics including; approaching the work flows of your IT and Tech Support departments holistically and many others

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A discussion with Shane Chagpar of Kepner-Tregoe

A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through the use of better questioning techniques and critical thinking and much more

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The KT Way with Mark Hayden of Sun Microsystems

Mark Hayden, a Six Sigma blackbelt and global program manager from Sun Microsystems, describes the value delivered by consistently applying KT methods in the Sun Global Resolution Troubleshooting program.

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Transforming BlackBerry Premium Support

Recorded live at SSPA Services Leadership Conference with Brad Maybee, Vice President Technical Support for Research in Motion and Shellina Damji, Senior Consultant, Kepner-Tregoe Technology Practice. This 45-minute video presentation begins with some startling results—Research in Motion (RIM) has dramatically improved its Blackberry Premium Support by slashing the average time to resolve problems by 39%; improving case quality (problem description) 96%; reducing escalations by 35%; and building overall customer satisfaction ratings up 23 points. The presenters describe the challenges of supporting RIM’s top enterprise customers and the way Kepner-Tregoe worked with RIM on a global basis to focus on organizational goals, develop and embed a better approach to problem solving, and achieve sustainable improvements that create long-term customer value.

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KT and ITIL

Watch Thomas Fejfer of CFN People in Denmark discuss how ITIL processes can be improved by KT. Learn how to develop service strategy, transition to operation, design services, and continue to improve services.

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