Enable team members to rapidly respond to problems or incidents by helping them ask the right questions to understand the next steps they need to take, or teams they need to involve.
KT experts work with your teams to understand your current approach and processes to customize an on-the-job reference manual perfect building capability and providing guidance when dealing with high priority situations.
Reinforce concepts taught during classroom learning, simulation, and coaching sessions so they become a long-lasting part of the culture, and not just an emergency tool that is seldom used.
Consistently delivering a high-quality journey through critical situations will help vendors, suppliers, and clients be more willing to work with you, rather than against you when a tough outage occurs.
The Target Corporation was interested in developing a playbook to close the gap in their high severity incident management processes. KT put a program in place to identify accountable team members for each area, communication requirements for every stage, and a clearly defined sequence of actions.
Results after four months:
• 74% reduction in Mean-Time to-Restore
• 77% reduction in Variation
• Increase in the percentage of “Global Incidents Avoided”
• Improvement in process quality and consistency
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. The organization was lacking a consistent, repeatable approach for taking control of incidents and keeping everyone “on the same page”.
reduction in Mean-Time-to-Restore
reduction in variation
An analysis of the Incident Management function in order to assess baseline performance and the underlying capabilities, processes, and IT ecosystem. A streamlining of the High Severity Incident Management process with respect to the sequence of process steps and the execution of those steps.
month project
For this global telecom provider with more than 40 million mobile phone, DSL, LTE, cable internet, landline, cable TV and IPTV services in Europe, it is crucial to have a robust IT infrastructure that has the capacity to address a multitude of customer issues and problems every day of the year.
improvement in MTTF
improvement in MTTR
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 four times.
times the annual goal
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