{"id":47682,"date":"2021-09-20T08:37:00","date_gmt":"2021-09-20T08:37:00","guid":{"rendered":"https:\/\/staging.kepner-tregoe.com\/about\/client-success-stories\/verbesserung-der-incident-management-performance\/"},"modified":"2026-01-23T09:22:01","modified_gmt":"2026-01-23T09:22:01","slug":"verbesserung-der-incident-management-performance","status":"publish","type":"client-success-story","link":"https:\/\/staging.kepner-tregoe.com\/de\/about\/client-success-stories\/verbesserung-der-incident-management-performance\/","title":{"rendered":"Verbesserung der Incident Management Performance im IT-Bereich"},"content":{"rendered":"<h2><\/h2>\n<h2><\/h2>\n<h3>Kunde<\/h3>\n<p>Die Target Corporation wollte die L\u00fccke in ihren Management-Prozessen von Major Incidents schlie\u00dfen. Ziel war es, die St\u00f6rungsbehebung zu beschleunigen und gleichzeitig die Auswirkungen auf den Betrieb und die Kunden zu minimieren, die sich aus diesen Incidents in der globalen Organisation f\u00fcr technologische Dienstleistungen ergeben. <\/p>\n<h3>Herausforderung<\/h3>\n<p>Die Herausforderungen waren vielschichtig:<\/p>\n<ul>\n<li>Die Vorf\u00e4lle wurden immer komplexer, was die Wahrscheinlichkeit und das Risiko gr\u00f6\u00dferer Ausf\u00e4lle erh\u00f6hte.<\/li>\n<li>Das geografisch verteilte Team von Fachexperten (SMEs) erforderte ein hohes Ma\u00df an Koordination w\u00e4hrend des L\u00f6sungsprozesses des Incidents.<\/li>\n<li>Der Organisation fehlte ein konsistenter, wiederholbarer Ansatz, um die Incidents zu managen und alle Beteiligten auf dem gleichen Stand zu halten.<\/li>\n<li>Die inkonsistente Datenerfassung verringerte die Effektivit\u00e4t des Problem Managements w\u00e4hrend m\u00f6glicher RCA-Untersuchungen in einem sp\u00e4teren Stadium.<\/li>\n<li>Es bestand die Gefahr, dass die SLAs nicht eingehalten wurden.<\/li>\n<\/ul>\n<p>Um auf diese Herausforderungen zu reagieren, beauftragte das Unternehmen Kepner-Tregoe mit der Einf\u00fchrung eines skalierbaren Ansatzes f\u00fcr das Management von Major Incidents und der Verbesserung der wichtigsten Leistungskennzahlen: Time-to-Restore und \u201eAvoidance of Global Incidents\u201c (High Severity Incidents).<\/p>\n<h3>L\u00f6sung<\/h3>\n<p>Es wurde ein Pilotprojekt durchgef\u00fchrt. \u00dcber einen Zeitraum von vier Monaten arbeitete Kepner-Tregoe mit dem High Severity Incident Management-Team aus einem der gro\u00dfen IT-Bereiche zusammen. <\/p>\n<p>Zu den wichtigsten Phasen des Projekts geh\u00f6rten:<\/p>\n<ul>\n<li>Eine Analyse der Incident Management Funktion, um die aktuelle Performance zu ermitteln und um die zugrunde liegenden F\u00e4higkeiten, Prozesse und das IT-System zu bewerten.<\/li>\n<li>Eine Optimierung des Prozesses zur L\u00f6sung von Major Incidents im Hinblick auf Abfolge und Durchf\u00fchrung.<\/li>\n<\/ul>\n<h3>Erfolge<\/h3>\n<ul>\n<li>Reduzierung der durchschnittlichen Entst\u00f6rungszeit (Mean-Time-to-Restore) um 74%<\/li>\n<li>Verbesserung der Kennzahl Global-Incidents-Avoided um 77%<\/li>\n<li>Steigerung der Prozessqualit\u00e4t und -konsistenz<\/li>\n<\/ul>\n\n<p><\/p>\n","protected":false},"author":8,"featured_media":6367,"template":"","client-success-story-category":[307,304],"class_list":["post-47682","client-success-story","type-client-success-story","status-publish","has-post-thumbnail","hentry","client-success-story-category-it-kommunikation","client-success-story-category-konsumgueter"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.6 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Verbesserung der Incident Management Performance im IT-Bereich - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Kunde Die Target Corporation wollte die L\u00fccke in ihren Management-Prozessen von Major Incidents schlie\u00dfen. 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