How to Become an Incident & Problem Management Superstar

Presented by

Jason Rosenfeld, ITSM Practice Lead, Cask, LLC and Christoph Goldenstern, Kepner-Tregoe

About this talk

Join Jason Rosenfeld, Service Management Practice Lead at Cask, LLC and Christoph Goldenstern of Kepner-Tregoe as they discuss: - Origin of the Kepner-Tregoe methodology and its role in Incident and Problem Management - How to improve IM & PM at the “how to” level - A sense of what KT process is about (via a short process demo) - How to make improvements stick - What is the potential ROI of a rational process-based approach to Incident and problem Management

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Cask is a results-oriented business and technology consulting firm that helps organizations change, grow and run their businesses at new levels – previously thought not possible. Our team is a rare blend of experienced business consultants and artisan engineers. This unique combination enables our customers to embrace organizational change, adopt transformational technology solutions and operate their business generating optimal results. We design, develop, and deliver and operate solutions to help customers transform and manage their organization. We provide expert consulting services across multiple domains including: • Program Management • Service Management • GRC • Cyber Security • HR • Finance We enable transformation through Organizational Change Management and reinforcement. We serve Enterprise-size customers across the Public Sector and the Global 2k. Our clients engage us because we have the benefit of repeatability – we have “been there, done that”. Our clients need solution designs and implementations that produce measurable outcomes and drive user adoption, behavioral, and business change