The KT app for Case Management aims to make your support engineers more effective and efficient at solving customer problems and performs RCAs (root-cause-analysis), leveraging the Kepner-Tregoe best-practice troubleshooting methodology.
Support engineers and managers are able to quickly document data as a case unfolds, being reminded of what data has been collected, and what critical questions may still need to be asked, keeping information visible at a glance.
Supports the work of team leads and SMEs, adding facts that quickly help everyone on a bridge/conference call understand the data they need to find cause, help them propose a superior solution, protect their fix and execute a plan.
Stakeholders can use the app to quickly review status, understand involvement, and prepare executive updates.
The KT app for Case Management is available in combination with Kepner-Tregoe training.
- Supports Kepner-Tregoe’s best practice, ITIL®-recognized troubleshooting methodology
- KT solutions enable your support organization to get to root cause faster and improve the customer exeprience
- 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
Advanced Case Management for Kepner-Tregoe - initial release
Customer Service plugin must be activated