Effective Incident & Problem Management

Incidents – major and routine - are an unfortunate reality in the day of a life of a service organization. These events immediately slip all hands on deck into damage control, remediation and hopefully... a fix.

Priority one, get back on-line

As a result of a system failure your team's task is to restore core functionality while handling multiple business issues and system outages. All new measures must be put in place rapidly while carefully navigating existing code so as not to cause further damage.
Service is down and concerns become abundant and urgent

The next step towards resolution is often unclear and group consensus is difficult to reach. These pressured situations present the favored knee-jerk solution to "Re-boot" the system. More often than not this attempt fails - leading to increased customer frustration.
We offer a different approach

KT Resolve identifies a series of steps which will illuminate all available alternatives and risks giving you the data you need when you need it most. In a pressured situation the human brain can be taught to recognize patterns including urgency and respond to them appropriately by following a series of mental checkpoints.

These mental checkpoints include:

  •     A clear understanding of the issue and priority of next steps
  •     Gathering clear information to allow for a superior solution
  •     Knowing when to involve and release team members as needed
  •     Communicating relevant and timely information with stakeholders


The KT Resolve workshop is Instructor Led in a 2-day format, providing an environment to learn and practice skills to assist in incident management and service restoration, and allows time for on-job application with coaching assistance from the instructor.


The KT Resolve workshop will teach you how to understand, prioritize, and develop next steps when faced with a situation. Choose a superior action based on known data, understand what data is important and what can be collected later, and how to prevent risks during implementation.

1) Introduction to Problem & Incident Management
2) Situation Appraisal
3) Problem Analysis