How to become an Incident & Problem Management Superstar

Webcast presented by Christoph Goldenstern, Global Vice President at Kepner-Tregoe, and Jason Rosenfeld, ITSM Practice Lead at Cask.

Key take-aways from this presentation

  • Origin of the Kepner-Tregoe methodology and its role in Incident and Problem Management
  • How to improve IM & PM at the “how to” level
  • A sense of what KT process is about (via a short process demo)
  • How to make improvements stick
  • What is the potential ROI of a rational process-based approach to Incident and problem Management

Available now at:




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Proactive Problem Solving and Creating Non-Events
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Mapping the support organizations path to proactive problem management
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Incidents and Problems – Opposite Sides of the Same Coin
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Fixing incidents or resolving problems – pick your poison

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