Challenges
Incidents were becoming more complex, increasing the probability and risk of major outages. The geographically dispersed team of Subject Matter Experts (SMEs) required a high degree of coordination during the incident handling process
Incident Management
Handling incidents with confidence
Never panic again. Incident management is stressful when you have no formal process in place. A major incident can be catastrophic to your business when not managed properly. Kepner-Tregoe’s Major Incident Management approach enables your organization to be fully prepared to handle any crisis that occurs. Resolving major incidents requires everyone to be on the same page following a robust process.
This will reduce stress and the amount of time wasted on ineffective trial-and-error attempts to solve major outages. Through improved major incident management, your staff is effective, resolution time is reduced, and your customers are happier.
Our Approach
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Take control under pressure
Actively manage the end-to-end process of service restoration from initial triage/assessment, to troubleshooting the issue, choosing appropriate countermeasures and managing stakeholder communications.
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Perform under pressure
When speed to restore service is everything KT problem-solving techniques strike the balance between the impulse to take quick action and the need for gathering the right data.
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Lead and manage your incident calls
Manage and guide large groups of incident teams (e.g., on bridge calls) through a structured approach and targeted moderation and communication.
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Create visibility
Display critical data using advanced dashboarding techniques to manage risks and keep all critical stakeholders “in the know .“
Benefits
Restoring service—confidently, under pressure
Successfully facilitate the incident resolution process by gathering the most relevant data and driving decisions while managing risk under pressure.
Apply advanced incident management skills to manage the end-to-end process of service restoration.
Quickly apply knowledge in your organization through dynamic learning that incorporates case studies and real-world situations to go beyond theory to application.
Success Stories
74%
Reduction in Mean-Time-to-Restore
77%
Reduction in Variation
Results
After four months, Mean-Time-to-Restore had been reduced dramatically (74%) while variance in the time it took to resolve an incident had also been reduced significantly (77%).
4
month project
The Challenge: KPI improvement
As part of the implementation of the Kepner-Tregoe methodology, the client set KPI goals. For incident management, it performed a baseline of its MTTR (Mean Time To Resolve) for its business-critical applications, and then set a goal of 15% improvement. For MTTF (Mean-Time-To-Failure), the goal was an 8% improvement.
27%
improvement in MTTF
64%
improvement in MTTR
Results
The Kepner-Tregoe implementation was launched for a 12-month period, beginning in April and ending the following March. At the nine-month mark, MTTR had improved to 64%, over four times the annual goal target. At the end of the same nine-month period, MTTF reached 27%, exceeding the annual goal by three times.
>4
times the annual goal
Challenges
The global IT team for an oil & gas company was experiencing significant ticket reassignments (escalations) that directly impacted ticket aging. Lack of consistency in the quality of information in incident tickets and problem tickets was a major issue.
10.8%
increase of incident tickets closed within ten days
7.6%
reduction in number of change tickets without back-out plans
Targeted improvements
Incident Management – to reduce the number of incident tickets that exceed 10 days. Change Management – to improve change ticket quality. Problem Management – to increase the quality of ticket information thereby reducing problem ticket aging. Situation Management – to increase visibility of situation resolution.
22.5%
improvement in the performance environment of engineers
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