{"id":65267,"date":"2023-03-13T14:36:00","date_gmt":"2023-03-13T14:36:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/blogs\/kt-diagnostic-reveals-key-insights-to-realign-incident-management-function\/"},"modified":"2026-07-03T12:06:24","modified_gmt":"2026-07-03T12:06:24","slug":"kt-diagnostic-reveals-key-insights-to-realign-incident-management-function","status":"publish","type":"post","link":"https:\/\/kepner-tregoe.com\/de\/blogs\/kt-diagnostic-reveals-key-insights-to-realign-incident-management-function\/","title":{"rendered":"Diagnose liefert wichtige Erkenntnisse zur Neuausrichtung der Incident-Management-Funktion"},"content":{"rendered":"<p><strong>Kunde:<\/strong> Ein globales, milliardenschweres Fintech-Unternehmen<\/p>\n<p><strong>Ziel:<\/strong> Entwicklung eines detaillierten Plans zur besseren Ausrichtung von Prozessen, F\u00e4higkeiten und Tools, Verbesserung der Kundenerfahrung und Reduzierung der Incident-Zykluszeit<\/p>\n<p><strong>L\u00f6sung: <\/strong>Unter Verwendung des KT-Diagnosemodells analysierte KT das bestehende Gesch\u00e4ft anhand von vier Hauptperspektiven: <em>Mitarbeiter, Prozesse, Technologie und Messung,<\/em> einschlie\u00dflich Process Mining von \u00fcber 80.000 Tickets, einem Qualit\u00e4tsaudit von \u00fcber 100 <a href=\"https:\/\/kepner-tregoe.com\/de\/beratung\/incident-management\/\">Incidents<\/a>, Beobachtung und \u00dcberpr\u00fcfung von<a href=\"https:\/\/kepner-tregoe.com\/de\/training\/major-incident-management\/\"> Major-Incident-Bridge-Calls,<\/a> Interviews mit Managern und Prozessverantwortlichen sowie Bewertung der Prozesseffizienz, des Workflows und der Tool-Ausrichtung.<\/p>\n<p>Basierend auf den in dieser Diagnose gesammelten Informationen pr\u00e4sentierte KT Erkenntnisse zu den St\u00e4rken und Schw\u00e4chen der Organisation sowie spezifische Ma\u00dfnahmen, die zur Verbesserung der Kundenerfahrung und zur Ausrichtung des Gesch\u00e4fts erforderlich sind.<\/p>\n<p>Als beispielsweise das <a href=\"https:\/\/kepner-tregoe.com\/de\/beratung\/process-mining\/\">Process Mining<\/a> eine Vielzahl von Nachbearbeitungsschleifen, Neuzuweisungen von Tickets und prozessinternen Verz\u00f6gerungen aufdeckte, identifizierten wir den Bedarf an verbesserter Vorab-Befragung und <a href=\"https:\/\/kepner-tregoe.com\/de\/training\/kt-problem-solving-elearning-coaching\/\">Situationsbewertung<\/a>, um sicherzustellen, dass Tickets angemessen zugewiesen werden, den Status besser mit dem Gesamtablauf in Einklang zu bringen sowie eine verst\u00e4rkte \u00dcberwachung von Engp\u00e4ssen.<\/p>\n<p>Es wurde ein detailliertes Verbesserungsprogramm entwickelt, das Folgendes umfasste:<\/p>\n<ul>\n<li>Neuausrichtung der Wertstr\u00f6me aus Kundenperspektive<\/li>\n<li>Verbesserung der visuellen Darstellung von Incident-Daten auf Whiteboards zur F\u00f6rderung effektiverer Kommunikation<\/li>\n<li>Implementierung einer <a href=\"https:\/\/kepner-tregoe.com\/de\/training\/problemloesung-entscheidungsfindung\/\">strukturierten Probleml\u00f6sungsmethode<\/a><\/li>\n<li>Aufbau einer Coaching-Kultur zur F\u00f6rderung und nachhaltigen Sicherung von Verbesserungen<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Kunde: Ein globales, milliardenschweres Fintech-Unternehmen Ziel: Entwicklung eines detaillierten Plans zur besseren Ausrichtung von Prozessen, F\u00e4higkeiten und Tools, Verbesserung der Kundenerfahrung und Reduzierung der Incident-Zykluszeit L\u00f6sung: Unter Verwendung des KT-Diagnosemodells analysierte KT das bestehende Gesch\u00e4ft anhand von vier Hauptperspektiven: Mitarbeiter, Prozesse, Technologie und Messung, einschlie\u00dflich Process Mining von \u00fcber 80.000 Tickets, einem Qualit\u00e4tsaudit von \u00fcber [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":3588,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[208,209,212,216],"tags":[],"ppma_author":[64],"class_list":["post-65267","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-incident-response-de","category-kt-methoden","category-prozessverbesserung","category-service-operations-itsm"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - 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