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Kepner-Tregoe troubleshooting technique now supported within the ServiceNow environment

Feb 13, 2014
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Princeton NJ (January 29th, 20140 –  Kepner-Tregoe’s troubleshooting functionality is now available in ServiceNow’s world class, best-in-breed IT management solution portfolio.

See the offical press release here 

ServiceNow customers who use KT’s troubleshooting processes as part of their IT Service Management approach can now integrate this activity with other workflows housed within the ServiceNow environment.  Issues can be identified, logged, developed, characterized and worked to resolution within the single ServiceNow platform, aligning issue management and enabling seamless data sharing within IT Service Management teams.

Increase customer satisfaction while reducing cost

Customer Support and IT challenges are abundant: limited resources, increasingly complex technology, plus a customer base that demands “faster, better, cheaper”.

Kepner-Tregoe leverages the world’s leading troubleshooting methodology to shorten resolution times, reduce costs per incident, and increase customer satisfaction.

Kepner-Tregoe delivers proven solutions which bring higher quality and consistency to the customer interaction and documentation process by getting to the root cause of problems faster, restoring service more effectively, managing risk actively and communicating confidently under pressure.

Heralded as best practices for support organizations, Kepner-Tregoe techniques bring higher quality and consistency to the troubleshooting, escalation, and documentation process. Quickly getting to the root cause of problems leads to permanent solutions, beneficially affecting efficiency, quality, and cost.

Typical Results delivered by use of KT Techniques in IT Support environments:

  • Reduced Mean-Time-To-Resolution by 50%
  • Increased Customer Satisfaction to +90%
  • Improved first-time-fix-rate by 40%
  • Reduced backlog by 60%
  • Reduced S1 & S2 Incident Volume by 75% in three years
  • Faster/streamlined escalation
  • Accelerated productivity of new hires
  • Dramatic improvement in the customer service experience

Coaching Loops Within The ServiceNow KT Plugin

A transformational feature of the ServiceNow KT Plugin is that of Coaching Loops.  The Coaching Loop is the execution of the KT Performance System model built into an electronic tool.  It allows a coach to monitor data input quality in real time, and to provide feedback in real time to KT Clear Thinking process users while about their tasks.  The essential distinction between after-event coaching and in-process coaching is that the outcome of the process is positively affected during the process by deploying a Coaching Loop.

Coaching Loops massively assist in the deployment of results-based skill development projects in IT support organizations.  Normally, Coaching Loop support has to be built by the customer. Now, having it available before the project starts simply reduces time to ROI, increases integration and adoption rates, and reduces end user frustration.

About ServiceNow

ServiceNow is the enterprise IT cloud company, transforming IT by automating and managing IT service relationships across the global enterprise. Organizations deploy ServiceNow to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using ServiceNow’s extensible platform, customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of ‘No’ to the department of ‘Now’.

About Kepner-Tregoe

Kepner-Tregoe (KT) provides capability development and consulting solutions across the world to help build Thinking Organizations that resolve the most pressing issues with clarity and confidence. Founded in 1958 based on ground-breaking research on how people think, solve problems and make decisions, Princeton-based Kepner-Tregoe is dedicated to helping organizations achieve Operational Excellence by improving quality, increasing efficiency and reducing costs. KT Clear Thinking is used at every level of client organizations: to implement strategy; achieve step-change improvements in operations; increase customer satisfaction in support organizations; and drive superior issue resolution throughout the organization. KT provides Clear Thinking for a complex world. For additional information, visit the company’s website at or their social media platforms on LinkedIn, Twitter, Facebook and YouTube.


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