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Problem Management in ServiceNow: powered by KT

ServiceNow customers who use KT's global best-practice, ITIL®-recognized troubleshooting methodology can now integrate these processes with other workflows housed within the ServiceNow environment. Kepner-Tregoe's Root Cause Analysis (RCA) is available on the ServiceNow platform in the form of a scoped app now in its 2nd version. In combination with the ‘Coaching Loops’ functionality, it provides a powerful solution to get to root cause faster, prevent recurring incidents and increase IT stability.

Sascha Laufenberg, Consultant and IT expert at Kepner-Tregoe will discuss how this app aligns the approach to the process, the technology and to a ‘people’ strategy for Problem Management as well as combining KT’s world-class training, coaching and consulting solutions.

Here are some results we have delivered
•74% reduction in Mean-Time-To-Resolution
•77% reduction in variation
•40% improved first-time-fix-rate
•50% reduction in backlog
•Increased customer satisfaction to +90%

Takeaways you should expect from this session:
- Learn how to reduce recurring incidents and get to root cause faster
- Understand the value of consistent problem documentation and the
creation of reusable knowledge
- See how “coaching loops” drive continuous learning and process
adoption/adherence
- Learn how this app drives adoption and maximizes the ROI of your
ServiceNow implementation
Recorded May 28 2020 36 mins
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Presented by
Sascha Laufenberg
Presentation preview: Problem Management in ServiceNow: powered by KT

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  • 8D-Problem Solving – VDA recommends Kepner-Tregoe IS and IS NOT Dec 8 2020 3:00 pm UTC 45 mins
    Burkhardt Prigge
    In its Standard “8D – Problem Solving in 8 Disciplines”, the German Car Makers Association (VDA) specifies the best practice for solving complex problems. Especially in the case of complaints, it is important to follow the 8D process stages and document the findings accordingly.

    In this talk, Burkhardt Prigge, Consultant & Market Leader Germany at Kepner-Tregoe, explains how the KT processes, especially problem analysis, can help you to determine the cause of a problem as part of your 8D analyses.

    What can you expect in this webinar?
    • Insights into how the Kepner-Tregoe processes help with your 8D analyses
    • Understand the role of IS / IS NOT in problem solving
    • Kepner-Tregoe problem analysis as a central tool in D4 – Root cause analysis
    • The VDA recommends Kepner-Tregoe IS / IS-NOT for 8D Problem Solving
  • 8D-Problemlösung – der VDA empfiehlt Kepner-Tregoe IST und IST-NICHT Recorded: Oct 29 2020 43 mins
    Burkhardt Prigge
    In seinem Rotband „8D – Problemlösung in 8 Disziplinen“ gibt der Verband der Automobilindustrie den Best-Practice-Standard vor, wie komplexe Probleme im Rahmen einer Multidisziplinären Problemlösung zu bearbeiten sind. Vor allem bei Reklamationen gilt es in 8 Disziplinen vorzugehen und dies entsprechend zu dokumentieren:

    D1 – Problemlösungsteam
    D2 – Problembeschreibung
    D3 – Sofortmaßnahmen
    D4 – Ursachenanalyse
    D5 – Auswahl und Verifizierung der Abstellmaßnahmen
    D6 – Realisierung und Validierung der Abstellmaßnahmen
    D7 – Fehlerwiederholung verhindern
    D8 – Abschluss und Würdigung des Teamerfolgs

    Burkhardt Prigge, Consultant bei Kepner-Tregoe und Market Leader Deutschland, erläutert, wie die Kepner-Tregoe-Prozesse, insbesondere die Problemanalyse, Ihnen helfen können, im Rahmen Ihrer 8D-Analysen tatsächlich die Ursache eines Problems zu ermitteln.

    Was erwartet Sie in diesem Vortrag?
    •Einblick, wie die Kepner-Tregoe-Prozesse bei Ihren 8D-Analysen helfen
    •Die Rolle von IST/IST-NICHT bei der Problemlösung verstehen
    •Kepner-Tregoe Problemanalyse als zentrales Tool in D4 – Ursachenanalyse
    •Der VDA empfiehlt Kepner-Tregoe IST/IST-NICHT für 8D-Analysen
  • Advanced (Major) Incident Management in ServiceNow: powered by KT Recorded: Aug 13 2020 37 mins
    Sascha Laufenberg
    ServiceNow customers who use KT's global best-practice, ITIL®-recognised troubleshooting methodology can now integrate these processes with other workflows housed within the ServiceNow environment.
    Sascha Laufenberg, Consultant and IT expert at Kepner-Tregoe will discuss how the KT Advanced Incident Management app helps to accelerate resolution time, provides a common format and language across teams and a way of updating and preparing executive updates.

    Client results delivered:
    - Reduced MTTR by 74%
    - Reduced variance by 77%
    - Improved the quality of escalated incident tickets by 67%
    - Improved escalation avoidance by 31%

    Takeaways you should expect from this session:
    • Learn how to restore service faster
    • Understand the value of consistent incident documentation and the creation of reusable knowledge
    • Learn how to create an improved information flow from Incident to Problem Management
    • Learn how this app drives adoption and maximizes the ROI of your ServiceNow implementation
  • 世界中で活用され続けている問題分析の方法とは? Recorded: Aug 12 2020 41 mins
    阿相 大介
    先行きが不透明、また日々技術が革新される激しい環境下では、複雑な問題をどう対処すべきか、多くのご相談を頂きます。

    ・特定な技術や専門家の知識では解決できない問題

    ・複数の人や組織に跨る問題

    ・表面化されていない、ハッキリしていない問題

    この様な複雑な問題に対して、素早く効率的に対処出来るようになる事が、多くの企業や組織の課題の一つとなっております。

    本セミナーではその複雑な問題にアプローチする一つの方法論として世界中で活用されているケプナートリゴーメソッド(KT法)の問題分析プロセス(PA)のエッセンスをご紹介させて頂きます。
  • 7 Ways To Ensure Training Results Translate to Business Performance Recorded: Jul 22 2020 59 mins
    Christoph Goldenstern VP of Innovation & Service Excellence,Jason O'Neill Head of NA Operations
    The pressure has never been greater for Learning & Development to demonstrate that training is an investment rather than a cost center. In our “new normal” where large portions of the workforce are working from home, the question is: how do we make training stick?

    Organizations need to use a framework that connects training to knowledge and ultimately behavior change if they want to see real results. In this webinar, we will introduce a framework to identify the core levers that drive the adoption of new skills and show how to translate them into business results.

    In this webinar you will learn:
    •How to use a framework for translating training into results
    •Key considerations in driving adoption
    •How to practice skills in a safe-to-fail environment
    •The relevance and importance of coaching and feedback
    •The importance of embedding new skills into existing processes
  • How To Create World Class Customer Service - Lessons from Aileen Allkins Recorded: Jun 9 2020 52 mins
    Aileen Allkins, Recent Microsoft Global Vice President, Customer Service & Support
    Delivery of great service to earn customer loyalty is the goal of all Customer Service and Support (CSS) leaders. For years we have known that satisfied employees will mean higher customer satisfaction. So, how can we empower our workforce so they are highly satisfied and thus, highly engaged?

    Our front-line teams, who represent our brand and often have more touchpoints with our customers than anyone else, have an incredibly tough job. They deal with unhappy customers, see the flaws in our products and services, and are often under-equipped in terms of tools and training to deliver the level of service we aspire to achieve.

    Aileen Allkins, recent Microsoft Global Corporate Vice President and a 30-year CSS veteran will share how to develop a thriving, loyal, and engaged CS workforce with an emphasis on the connection between a company’s mission, its culture, people and customers. This webinar will offer insights on:

    • How to design a pathway to achieve differentiation through your
    front-line teams
    • Creating a highly engaged and satisfied workforce even in difficult
    circumstances
    • Setting this to work across medium to large-scale Customer Service
    and Support organizations


    Our Presenter: Aileen Allkins
    Over the course of her 30-year career, Aileen Allkins has been transforming the CSS experience of some of the world’s best-known technology companies. She was most recently the Corporate Vice President of Global CSS at Microsoft, leading a diverse and international team of over 25,000 service professionals to provide world-class support for millions of customers. At Microsoft, Aileen was responsible for leading the CSS organization to achieve numerous industry awards. She has a genuine passion for people and is a strong advocate for front-line teams. Aileen is a fan of KT. During her tenure at Microsoft and Hewlett Packard, she has deployed Kepner-Tregoe tools and practices across both organizations
  • Why Root Cause Analysis is the Cornerstone of Asset Performance Management Recorded: Jun 5 2020 61 mins
    Christian Green, NA Operations Improvement Lead & Ingrid Dueck, Senior Consultant
    No enterprise can expect to achieve peak performance unless physical assets are reliably performing at optimal levels. To achieve operational excellence your overall Asset Performance Management (APM) strategy needs to be proactive and effective. Many asset-intensive organizations continue to use break-fix maintenance plans to manage their production assets. This reactive approach can lead to increased downtime, reduced production and at worst, to environmental health and safety incidents from unplanned shutdowns or failures. Join Chris and Ingrid as they show how good APM will reduce unplanned downtime, increase asset availability, decrease maintenance costs, and reduce the risk of failure for assets that are most critical to operations.
  • Problem Management in ServiceNow: powered by KT Recorded: May 28 2020 36 mins
    Sascha Laufenberg
    ServiceNow customers who use KT's global best-practice, ITIL®-recognized troubleshooting methodology can now integrate these processes with other workflows housed within the ServiceNow environment. Kepner-Tregoe's Root Cause Analysis (RCA) is available on the ServiceNow platform in the form of a scoped app now in its 2nd version. In combination with the ‘Coaching Loops’ functionality, it provides a powerful solution to get to root cause faster, prevent recurring incidents and increase IT stability.

    Sascha Laufenberg, Consultant and IT expert at Kepner-Tregoe will discuss how this app aligns the approach to the process, the technology and to a ‘people’ strategy for Problem Management as well as combining KT’s world-class training, coaching and consulting solutions.

    Here are some results we have delivered
    •74% reduction in Mean-Time-To-Resolution
    •77% reduction in variation
    •40% improved first-time-fix-rate
    •50% reduction in backlog
    •Increased customer satisfaction to +90%

    Takeaways you should expect from this session:
    - Learn how to reduce recurring incidents and get to root cause faster
    - Understand the value of consistent problem documentation and the
    creation of reusable knowledge
    - See how “coaching loops” drive continuous learning and process
    adoption/adherence
    - Learn how this app drives adoption and maximizes the ROI of your
    ServiceNow implementation
  • KT Module 8: "I knew that wouldn't work" - using pessimism productively Recorded: May 28 2020 14 mins
    Andrew Vermes
    What’s Homer Simpson’s favourite expression? Let’s try to avoid that..
  • KT Module 7: FOMO: getting the most from opportunities Recorded: May 26 2020 16 mins
    Andrew Vermes
    FOMO: it’s not the opportunities we can see, but the hidden ones…
  • KT Module 6: Influencing decisions Recorded: May 21 2020 15 mins
    Andrew Vermes
    Decision are often less than rational. What can you do about that?
  • The True Cause? Are you sure? Recorded: May 20 2020 16 mins
    Andrew Vermes
    Tips on how to tell facts from assumptions, and avoid the kinds of mis-steps that could leave egg on your face..
  • KT Module 5: Defining the problem effectively Recorded: May 19 2020 18 mins
    Andrew Vermes
    We knew what the problem was, then it turned out differently, wasting a lot of time. Is this avoidable?
  • KT Module 4: Resolving priority conflicts Recorded: May 14 2020 16 mins
    Andrew Vermes
    Too much to do? Unreasonable deadlines? Here’s help to get some perspective.
  • KT Module 3: Why should we find cause (or not)? Recorded: May 12 2020 19 mins
    Andrew Vermes
    Cause is over-rated. When should you dig deeper?
  • KT Module 2: Being understood: sharing concerns effectively Recorded: May 7 2020 18 mins
    Andrew Vermes
    why don’t they get it? What on earth are they talking about?
    How to get on top of complex issues
  • KT module 1: Problems come in different shapes Recorded: May 5 2020 16 mins
    Andrew Vermes
    How do you choose the best way to approach them?
  • How Testing Lessons From Software Development Cut Customer Support Costs By 100X Recorded: Apr 2 2020 39 mins
    Shane Chagpar and David Frank of Kepner-Tregoe
    Shift-left is a concept that emerged in the late 90’s with the goal - to catch software defects early and remediate them before the cost became high. Join Shane and Dave for this informative webinar where you will learn a 7 step program on how to empower employees at the front of your customer service value chain to handle issues proactively resulting in a marked improvement of service. Results include reduced escalations, improved first-time fix rate and improved customer service. Ultimately a large reduction in cost is realized as valuable resources can focus on essential tasks and are free from fire-fighting. We call this concept “shift-down”.

    Agenda:
    1)Shift-Left, it’s origins and impact on Software Development
    2)Shift-Down, and what it means for Helpdesk, Incident and Problem Management
    3)Stages and Techniques for Implementing your own Shift-Down Program
    4)Question and Answer Period
  • Learn To Deliver KT Workshops Virtually Recorded: Mar 27 2020 61 mins
    John Ager and Wayne Stottler of Kepner-Tregoe
    Dear Program Leader,

    The circumstances surrounding COVID-19 have thrown most of our normal work and personal lives into uncertainty in just the past 2 weeks. For a large number of Americans, working from home and participating in virtual meetings are quickly becoming a new normal.

    To support these new challenges (and opportunities for you POA thinkers), we want to ensure you’re able to deliver KT training from wherever you are. For many years, our internal KT instructors have been successfully teaching KT through WebEx and getting great learner feedback.

    You can too!

    Join us Friday, March 27 and 12:00 pm EDT as two long-time KT experts, John Ager and Wayne Stottler, discuss how you can transition to delivering KT training virtually.

    Here’s what we’ll cover:
    •Using web conference tools to optimize virtual learning
    •Building engagement in virtual learning
    •Making practice and application work in a virtual environment
    •Digital workshop materials through KT Books
    •Additional tips, tricks and more

    For anyone that is still uncertain about delivering training virtually, KT consultants are available for additional support, to join you for a first teach, or anything else needed.

    To join us, you’ll need to register for a BrightTalk account which is quick and easy (and there’s lots of other great KT content available on there too). We’ll also distribute the recording of this session.

    Regards,
    Jason O’Neill
    Head of Operations, North America
  • How to close the gap between strategy formulation and execution Recorded: Feb 27 2020 58 mins
    Leo Jolly, Practice Leader, and Drew Marshall, Regional Managing Director Kepner-Tregoe
    Leaders need to control their destiny and invest wisely for the future. If “why have a strategy?” had to be answered in one word, that word would be “focus”. In addition to guiding daily decision making and channeling the allocation of resources, a strategy establishes an organization’s identity and serves as the backbone of its culture. In this webinar, Leo and Drew will provide ideas and recommendations to close the ever-present gap between strategy formulation and execution.

    In the webinar you will:
    . Review why many strategies are never executed and identify several implementation gaps that regularly occur in organizations.

    . Learn processes and tools that you can use to formulate and effectively implement your business strategy across the whole organization or within a business unit or division.

    . Understand why it is important to identify who is going to do what, when, and
    how

    . Learn how to develop leading indicators to know when we are on track

    . Develop a process to best prioritize projects for resource allocation, and
    define how we will hold people accountable

    Regardless of your current position in your organization, this webinar will provide thoughts and ideas that you can implement to assist in the successful execution of your organization or divisional business strategy.

    Learn more about the presenters:
    Copy and paste the links below to view their LinkedIn profiles.

    Leo Jolly
    https://www.linkedin.com/in/leo-jolly-8183699/

    Drew Marshall
    https://www.linkedin.com/in/drewcm/
Leaders in Problem Solving
Software and templates don’t solve problems. People solve problems.

What kind of people? People who are curious, ask great questions, make decisions based on facts, and are empowered to lead. They remain focused under pressure and act confidently to do what needs to be done.

Where can you find these problem solving leaders? They work for our clients and here at Kepner-Tregoe. For over 60 years, Kepner-Tregoe has empowered thousands of companies to solve millions of problems. If we can save millions for a manufacturer, restore IT service for a stock exchange, and help Apollo 13 get back from space, we can help your business achieve success. We empower you to solve problems.

Kepner-Tregoe provides a unique combination of training and consulting services designed specifically to get to the root cause of problems and permanently address your organizational challenges. Our systematic, data driven approach to problem solving will deliver measurable results to any company looking to improve quality and effectiveness while reducing overall costs.

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  • Live at: May 28 2020 2:00 pm
  • Presented by: Sascha Laufenberg
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