IT Support

Kepner-Tregoe’s solutions for IT Support  help them improve the performance of their incident management, problem management, knowledge reuse and technical support.  Kepner-Tregoe (KT) consulting helps IT Support organizations improve IT stability.  eliminating the need  for  additional resources. Kepner-Tregoe leverages the world’s leading troubleshooting methodology to shorten resolution times, reduce costs per incident, and increase customer satisfaction.

Kepner-Tregoe IT Support consultants deliver proven problem and incident management solutions which provide better quality and consistency to the IT Support management and documentation process.  By guiding IT support departments to the root cause of problems more rapidly through our problem and incident management processes, Kepner-Tregoe helps restore service more effectively helping to strengthen IT performance.

IT Support is the backbone of IT stability.  As such the speed at which the IT support department can resolve issues and manage problems and incidents translates into dramatic cost savings as well as increased customer satisfaction.  Kepner-Tregoe provides technical support as well as business solutions in many areas, including problem & incident management, service process performance, project management, and strategy implementation.  Our processes give your organization the competitive edge to achieve strategic goals.

Contact us or click on the links in the left navigation menu to learn more about the variety of IT support and technical support services that Kepner-Tregoe offers world-wide.

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Customer satisfaction increased to
+90%
IBM Rational

Increased customer satisfaction to +90% while reducing backlog by 25%, improving escalations, optimizing client interactions and reducing employee attrition.

We needed improvement - and 12 months later, the figures are here, showing how our team has implemented the problem solving process …our progress was steady, going from +10%, +15%, +20% and +35%, and finally reaching +90% after just six months.

Helpdesk Supervisor, Galileo