PRINCETON, N.J., Aug. 27, 2019 /PRNewswire-PRWeb/ -- Kepner-Tregoe (KT) is now offering its new and updated ServiceNow Advanced Problem Management (RCA) App for the Now platform Madrid release. KT Incident and Problem Management apps/plugins have long been an integral part of the ServiceNow IT Service Management suite: as a scoped app, it supports KT's best practice, ITIL®-recognized troubleshooting methodology as an integrated work-flow, supporting the new Madrid release ServiceNow Problem Management functionality. The KT problem management methodology helps ITSM organizations to significantly reduce recurring incidents and get to root cause faster. It also provides consistent problem documentation and the creation of reusable knowledge.
"The new ServiceNow Problem Management app has been updated and refined to provide a simple user interface with all KT troubleshooting tools accessible on a single page for easy documentation and maximum visibility of the key data to promote IT stability," said Christoph Goldenstern, Vice President of Innovation and Service Excellence Global Services at Kepner-Tregoe. "Complementing our Advanced Incident Management App, it is aligned with the new, Now Platform Madrid "state-flow" model for tracking progress and helps to maximize ROI of the cloud-based ServiceNow workflow."
Features include various KT thinking tools for RCA, decision making as well as risk management. The KT methodology accelerates efficient use of data with logical process steps, and allows automatic hand-over of information between KT's Advanced Incident Management and Advanced Problem Management apps to fully support escalations between working teams.
With over 60 years of global experience, Kepner‑Tregoe problem solving is considered industry best practice for providing a data‑driven, consistent and scalable approach for Incident, Major Incident, Problem and Change Management. Kepner-Tregoe helps IT and Technical Support organizations deliver a world‑class customer experience by reducing downtime, incident recurrence, cost of service and increasing IT stability. KT methodology is fully integrated with the Now platform and case management work‑flow via plugins and apps. In combination with training, coaching and consulting solutions, the app brings an aligned approach to the process, technology and people strategy of Problem Management.