Challenges

Opportunities
Results

KT PROBLEM MANAGEMENT
Achieve Breakthrough Service Performance

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The key to maximizing service performance effectiveness and efficiency lies in improving the
underlying quality and consistency of troubleshooting. Our Problem Management approach is
the ITIL recognized, industry best practice for customer issue handling. Global industry leaders
have achieved dramatic performance improvements with KT Problem Management.

Metric Impact of KT Process Results achieved (examples)

MTTR • Higher efficiency and less • Reduced MTTR by 74%(High Severity Incident
variation in the approach Management/large IT retailer)
• Higher first-time-fix • Reduced MTTR by 52%(Technical Support/Global
HW&SW company)

Variance • making everyones approach • Reduced variance by 77% (High Severity Incident
on the team more consistent to Management/large IT retailer)
avoid crisis • Reduced variation by 60% (Major Incident
Management/Professional Services)

Case • Consistent, relevant case • Improved the quality of escalated incident tickets
quality documentation on every case by 67%(IT Support/Global oil company)
with focus on finding cause • Reduced “poor case quality” from 75% to 23% in 7
versus chronology of events months(Technical Support/Global Telco)

Escalations • More complex problems being • Improved escalation avoidance by 31% (High
solved earlier in the process and Severity Incident Management/large IT retail)
at “lower” technical levels • Reduced escalation rate by 40%(Technical
• Reduced “collateral damage” Support/IT company)
from major escalations

CSAT • Customers experience a more • Improved CSAT from 85% to 90% (Technical
consistent experience in the Support/Global Software company)
interaction with IT support • Improved CSAT by 24 points in 7
• Less being asked the same months(Technical Support/Global Telco)
question more than once
• Less costly trial-and-error cycles
for the client/business

Backlog • Higher efficiency and less • Reduced backlog by 42%(IT Problem

variation in the approach Management/Financial Services)
• Higher first-time-fix • Reduced backlog by 40%(Technical Support/
Global network technology provider)

Value delivered by KT Problem Management

Increased customer experience Reduced resolution time Reduced service cost

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KT Problem Management Engagement Process

Engagement Phases

Phase 1 Understand your service environment

Phase 2 Design modular solutions that will make the most impact

Phase 3 Deliver targeted solutions

Phase 4 Document, analyze and present results

Phase 5 Sustain practices within your organization

Implementation Description
KT Problem Management is both a process improvement and a troubleshooting toolkit – building the
four essential aspects of a good quality and inconsistent troubleshooting implementation.

Capability Development
To develop capability in the appropriate skill set to a critical
mass of employees to drive business transformation

Performance System Business

Results Leadership Support
Integrations
Reduce escalations/ To ensure that time guidance is
Following strong change available through content and
management principals to ensure cost per case, reduce
recurring incidents, process experts: results measured
that people are able to adopt the and appropriate behavior is
new skills and behaviors being improve handovers,
increase IT reinforced
requested of them
stability

Process Integration
To ensure that the solution that is being delivered become a
clear easy to follow integration into your workflows

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KT Problem Management Training

What you will learn

The concept of the KT Thinking process: Overview the steps of the KT Rational Process of
Situation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem Analysis.

Situation Appraisal
List threats and opportunities,
separate and clarify, set priority,
plan next steps.

Problem Analysis
Identify possible causes, evaluate possible
causes, confirm true cause.

Decision Analysis
Clarify purpose, identify alternatives, evaluate
alternatives and make the decision.

Potential Problem Analysis

The definition of an action and a plan. How to identify potential problems, identify likely causes,
take preventative action, plan contingent action and set triggers. The role of questioning in
potential problem analysis.

Questioning and Listening Skills

Ask open and closed questions and learn to handle answers.

Advanced PA Concepts
How to think beyond the fix and the use of dead time studies.

Implementation and Analysis Techniques

Helps install change initiatives and assess usage potential of situation appraisal and problem
analysis.

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KT Problem Management 4-Day Training Outline
Day 1 Day 2 Day 3 Day 4
0

Review Day 1 Review Day 2 Review Day 3

Opening Briefing
0.5
Questioning Skills PA Refinements:
Teach Start-up Problems Decision Analysis Teach:
1.0 Intermittent Problems, Clarify Purpose
Discovery Case & Think Beyond the Fix

Practice Case
1.5 State & Specify
Start-up Problems
Case Practice Decision Analysis Practice:
Break Clarify Purpose
Problem Analysis
2.0
Process Demonstration
Debrief
Problem Analysis Teach:
Break Break
2.5 Distinctions & Changes
Break
Decision Analysis Teach:
3.0 Situation Analysis/ Alternatives, Risk, Decision
Questioning Skills
Problem Analysis
Distinctions &
Questioning Drills
Changes Case Practice
3.5
Situation Appraisal Decision Analysis Practice:
Teach & Application Alternatives, Risk, Decision
Debrief Debrief
4.0

4.5 Lunch Lunch Lunch Lunch

5.0

Problem Analysis Teach: Problem Analysis:

Potential Problem
Describe the Problem 15 Minute
5.5 Problem Analysis: Analysis Teach
Post It Notes Specification
Full Process Practice

6.0 Problem Analysis:

Problem Analysis Potential Problem
15 Minute Specification
Case Practice Analysis Application
Problem Analysis: Practice
6.5 On-the-Job-Application
Debrief Debrief Debrief

Break Break Break Break

7.0

Problem Analysis Teach:

Test Possible Cause,
7.5 Final Planning
Confirm MPC
Problem Analysis: Closeout and Evaluation
PA Basics Case Practice —
On-the-Job-Application
Cont. (PA 8)
(continued)
8.0 Problem Analysis
Case Practice
(continued)

8.5

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KT Problem Management 3-Day Training Outline

Day 1 Day 2 Day 3

0.0
Review Day 1 Review Day 2
Opening Briefing
0.5
Questioning Skills
Teach Decision Analysis Teach:
1.0 Clarify Purpose
Discovery Case

Problem Analysis Case Practice

1.5
Decision Analysis Practice:
Break Clarify Purpose
Problem Analysis
2.0
Process Demo:

Problem Analysis Teach:

Break
2.5 Distinctions & Changes
Break Decision Analysis Teach:
Alternatives, Risks, Decision
Questioning Skills
3.0
Problem Analysis
Case Practice (cont.) Decision Analysis Practice:
Situation Appraisal Alternatives, Risks, Decision
3.5
Teach & Application

Debrief KT Problem Management

4.0 Implementation

4.5 Lunch Lunch

Lunch

5.0
Dead Time Studies
Problem Analysis Teach:
Describe the Problem Problem Analysis Techniques
5.5 Potential Problem Analysis
Post It Notes Teach: Think Beyond the Fix, Teach
Start-Up Problems, Recurring
Problems, Quick SA & PA
6.0 Problem Analysis
Potential Problem Analysis
Case Practice
Application
Problem Analysis
6.5 Questioning Drills
Debrief Debrief

Break Break Break

7.0
Problem Analysis Teach:
ID/Test Possible Cause,
7.5 Confirm MPC
Problem Analysis
Closeout and Evaluation
Application
8.0 Problem Analysis Case
Practice (continued)

8.5

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 Key Benefits

Drives a high quality and consistent troubleshooting process.

Gets you to the root cause of problems faster.

Enables your team to think and communicate clearly and confidently under pressure.

Eliminates trial-and-error behavior, waste, and loss of key data.

Creates a seamless information flow and knowledge sharing.

You will learn to...

Use a structured, critical thinking approach to analyze problems.

Get to root cause and select the best fix or workaround to proactively avoid problems.

Systematically clarify and prioritize problems.

Clearly describe a problem and gather the most relevant data.

Use a strategic approach to problem solving based on problem type, e.g. start-up and recurring
problems.

Know how to capitalize by making thinking visible.

Ensure succinct and effective stakeholder communication and resource management throughout the
problem or problem life-cycle.

ITIL is the most widely adopted framework for IT Service Quality Management. However, it does not
provide you the "how to", but rather recommends certain approaches to improving service performance.
ITIL recommends Kepner-Tregoe clear thinking processes as a best practice. Through the KT Problem
Management approach we can help you implement the ITIL framework, specifically in the Incident and
Problem Management areas and help you achieve dramatic performance improvements.

CONTACT US

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