Problem Management

Increasing IT stability

Technology drives the ability to offer new services and solutions to customers, but not without increasing the complexity of systems, and the opportunity for potential problems. These might arise through an issue with the initial design, during a release management process, or could be the result of a recent change request. If problem management is purely a reactive function, how can an organization get ahead of issues so it can focus on continuous service.

It is critical that teams are empowered to minimize the potential impact of recurring incidents and solve problems… sustainably. When organizations place their focus on improving problem management processes, they see a measurable and immediate impact on IT stability.

Our Approach

Perform a high-quality Root-Cause-Analysis (RCA)

Solve the most complex problems once and for all. KT’s best-in-class problem-solving approach drives you to focus on the most relevant data so critical resources are deployed efficiently.

Eliminate recurring incidents

Stop firefighting. Firefighting is problem-fixing, not problem solving. KT processes guide you to identify and eliminate underlying causes and related incidents, reducing your backlog and significantly improving the morale of your incident teams.

Create knowledge that people can actually use

Provide clear, consistent, and easy to understand documentation that steers you straight to the heart of the issue. Create an audit trail complete with re-usable knowledge articles that your entire organization will benefit from.

Manage problems proactively

Extend your root cause analysis interventions to “thinking beyond the fix” to manage and minimize future risk and identify opportunities for continuous improvement. Identify all contributing factors to high-impact incidents/problems so you can eliminate underlying systemic issues that are lurking in your processes and systems.

Case Studies Section

Testimonials

“For me, personally…Kepner-Tregoe results can be measured in the hundreds of millions of dollars.”
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Robert A. Lutz, Formerly Chairman of GM North America and Ford of Europe

“The process enables people to find solutions and encourages them to seek continuous improvement. The more we use it, the more success we have with it, and the more value we create.”
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Jeffrey W. Green, Senior Production Specialist, Sonoco

“Our quality control standards are extremely high. Having a well-structured and disciplined approach to problem solving makes a huge difference in the speed at which we can find root cause.”
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Product Manager, Ventilator Manufacturing Company

“KT’s Processes have encouraged active engagement rather than passive acceptance when coming to problem solving. Problem Analysis has saved our team time by systematically organizing the analysis process. ”
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Quality Manager & KT Coach – Augmented Identity Solutions

“Our company has fostered a global culture of critical thinking, making structured decision-making and problem-solving a core part of daily operations. Through the enterprise-wide adoption of Kepner-Tregoe (KT) methodologies, our company has transformed troubleshooting, escalations, and risk management, ensuring data-driven, analytical approaches guide service and operational decisions.”
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National Support Specialist – A Global Healthcare Company

“Our company integrated KT Problem Analysis methodology directly into our Major Incident response workflow, creating a more systematic approach to incident classification, root cause determination, and resolution. This process enabled our teams to quickly distinguish between relevant and irrelevant information during high-pressure situations, leading to more rapid and accurate incident classification.”
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Senior Manager Incident Response – Fintech