Advanced (Major) Incident Management in ServiceNow: powered by KT

Presented by

Sascha Laufenberg

About this talk

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

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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.