7
2.1.1
Washington DC, Vancouver
We have built our global, best-practice methodology for Root-Cause-Analysis (RCA) into the ServiceNow platform via this scoped app (v2). In combination with our world-class training, coaching and consulting solutions, this app brings an aligned approach to the process, technology and people strategy of Problem Management. In combination with the ‘Coaching Loops’ functionality it provides a powerful solution to get to root cause faster, prevent recurring incidents and increase IT stability.
Results we have delivered:
- 74% reduction in Mean-Time-To-Resolution
- 77% reduction in variation
- 40% improved first-time-fix-rate
- 50% reduction in backlog
- Increased customer satisfaction to +90%
- Supports Kepner-Tregoe’s best practice, ITIL®-recognized troubleshooting methodology
- KT solutions enable your Problem Management to significantly reduce recurring incidents and get to root cause faster
- Enables consistent problem documentation and the creation of reusable knowledge
- Integrated “coaching loops” drive continuous learning and process adoption/adherence
- KT approach aligns process, capability and technology
- Drives adoption and maximizes the ROI of your ServiceNow implementation
This release includes a minor enhancement to roll up values from Problem Analysis True Cause and Proposed Fix fields to associated Problem record Cause Notes and Fix Notes fields respectively. Also includes a bug fix.
This application is available for Madrid release or later. The "Problem Management Best Practice - Madrid" plugin must be active prior to installing this application.