GBR

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.

What Diagnostics Is

Our Approach

  • 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.

  • 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.

  • 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.

  • Create visibility

    Display critical data using advanced dashboarding techniques to manage risks and keep all critical stakeholders “in the know .“

Benefits

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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 

Challenges

Incidents were becoming more complex, increasing the probability and risk of major outages. The geographically disbursed team of Subject Matter Experts (SMEs) required a high degree of coordination during the incident handling process

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%).

On Course to Beat Goals by Four Times

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

Barriers

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. Lack of consistency in the quality of information in incident tickets and problem tickets

10.8%

Increase of incident tickets closed within ten days

7.6%

Reduction in number of change tickets without back-out plans

The scope of the plan

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, and Situation Management – to increase visibility of situation resolution.

22.5%

Improvement in the performance environment of engineers

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