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Kepner method of incident management or problem management focuses more on initial stage of investigation from where investigation or work should start(problem point) rather than ITIL method which only works based on defined steps.
Kepner-Tregoe Restore builds Incident Management capabilities. KT Restore is both a process improvement approach as well as a troubleshooting toolkit. Kepner-Tregoe works with clients to assess their IT incident management environment for strengths, gaps and weakness. From there KT helps clients implement the Kepner-Tregoe incident management methodology. This can include troubleshooting training, process integration, performance system integration and coaching on the job. These customized incident management solutions build customer satisfaction, improve first time fix rate, reduce cost, decrease resolution time, build IT stability.
Kepner-Tregoe IT incident management solutions bring consistency and quality, allowing clients to better serve their customers. The KT incident management process is highly valued and relied upon by many leading service organizations worldwide.
- See more at: http://www.kepner-tregoe.com/consulting-services/tech-support-services/incident-management/#sthash.BHaKGI.dpuf
