ServiceNow customers who use KT’s troubleshooting processes as part of their IT Service Management approach can now integrate this activity with other workflows housed within the ServiceNow environment. Issues can be identified, logged, developed, characterized and worked to resolution within the single ServiceNow platform via the KT Problem Management plug-in aligning issue management and enabling seamless data sharing within IT Service Management teams.
Typical results include:
- Reduced Mean-Time-To-Resolution by 50%
- Increased Customer Satisfaction to +90%
- Improved first-time-fix-rate by 40%
- Reduced backlog by 60%
|Problem Management for Service Now Brochure||Global Investment Services Case Study|
KT Improves Problem and Incident Management
on Service Now
Christoph Goldenstern, VP of Strategy & Service Excellence 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.