{"id":3848,"date":"2025-07-02T18:46:07","date_gmt":"2025-07-02T18:46:07","guid":{"rendered":"https:\/\/staging.kepner-tregoe.com\/?page_id=3848"},"modified":"2025-08-07T15:00:38","modified_gmt":"2025-08-07T15:00:38","slug":"problem-management","status":"publish","type":"page","link":"https:\/\/staging.kepner-tregoe.com\/zh-hans\/consulting\/problem-management\/","title":{"rendered":"Problem Management"},"content":{"rendered":"\n
<\/div>
<\/div>
<\/div><\/div>\n\n\n

Problem Management<\/h1>\n\n\n
<\/div>
<\/div>
<\/div><\/div>\n\n\n\n
\n
\n
\n

Increasing IT stability<\/h2>\n<\/div>\n\n\n\n
\n

Technology drives the ability to offer new services and solutions to customers, but not without increasing the complexity of systems, and the opportunity for potential problems. These might arise through an issue with the initial design, during a release management process, or could be the result of a recent change request. If problem management is purely a reactive function, how can an organization get ahead of issues so it can focus on continuous service.<\/p>\n<\/div>\n\n\n\n

\n

It is critical that teams are empowered to minimize the potential impact of recurring incidents and solve problems\u2026 sustainably. When organizations place their focus on improving problem management processes, they see a measurable and immediate impact on IT stability.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
<\/div>\n\n\n\n
\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>
<\/div>
<\/div><\/div>\n\n\n\n
\n

Our Approach<\/h2>\n\n\n\n
\n
\n
\"\"<\/figure>\n\n\n\n

Perform a high-quality Root-Cause-Analysis (RCA)<\/h3>\n\n\n\n

Solve the most complex problems once and for all. KT\u2019s best-in-class problem-solving approach drives you to focus on the most relevant data so critical resources are deployed efficiently.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n

Eliminate recurring incidents<\/h3>\n\n\n\n

Stop firefighting. Firefighting is problem-fixing, not problem solving. KT processes guide you to identify and eliminate underlying causes and related incidents, reducing your backlog and significantly improving the morale of your incident teams.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n

Create knowledge that people can actually use<\/h3>\n\n\n\n

Provide clear, consistent, and easy to understand documentation that steers you straight to the heart of the issue. Create an audit trail complete with re-usable knowledge articles that your entire organization will benefit from.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
\"\"<\/figure>\n\n\n\n

Manage problems proactively<\/h3>\n\n\n\n

Extend your root cause analysis interventions to \u201cthinking beyond the fix\u201d to manage and minimize future risk and identify opportunities for continuous improvement. Identify all contributing factors to high-impact incidents\/problems so you can eliminate underlying systemic issues that are lurking in your processes and systems.<\/p>\n<\/div>\n\n\n\n

<\/div>\n\n\n\n
<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>
<\/div>
<\/div><\/div>\n\n\n\n\n\n
\n
\n