The KT app for Case Management aims to make your support engineers more effective and efficient at solving customer problems and performs RCAs (root-cause-analysis), leveraging the Kepner-Tregoe best-practice troubleshooting methodology.

Support engineers and managers are able to quickly document data as a case unfolds, being reminded of what data has been collected, and what critical questions may still need to be asked, keeping information visible at a glance.

Supports the work of team leads and SMEs, adding facts that quickly help everyone on a bridge/conference call understand the data they need to find cause, help them propose a superior solution, protect their fix and execute a plan.

Stakeholders can use the app to quickly review status, understand involvement, and prepare executive updates.

The KT app for Case Management is available in combination with Kepner-Tregoe training.

* Supports Kepner-Tregoe’s best practice, ITIL®-recognized troubleshooting methodology
* KT solutions enable your support organization to get to root cause faster and improve the customer exeprience
* Enables consistent problem documentation and the creation of reusable knowledge
* Integrated “coaching loops” drive continuous learning and process adoption/adherence
* KT approach aligns process, capability and technology
* Drives adoption and maximizes the ROI of your ServiceNow implementation