Technical Support Improvement White Papers


Kepner-Tregoe (KT) technical support improvement white papers provide insights into strategic approaches and best practices for IT service and support. Improving technical support quality can provide the best support organizations with a real competitive advantage. Kepner-Tregoe IT consulting has worked with the leading support organizations on a global basis. The technical support improvement white papers are grounded in our experiences working with IT service clients and helping them address mounting challenges related to troubleshooting, costs, speed, conflicting technologies, client demands, and much more.

These technical support improvement whitepapers explore IT service and support challenges in a global environment of increasingly complex problems and demanding customers. Kepner-Tregoe consulting and training programs help support organizations improve troubleshooting, resulting in dramatic advances against key metrics including customer satisfaction, time-to-close, cost, backlog, and much more. The structured Kepner-Tregoe approach to troubleshooting and root cause analysis offers a critical thinking approach to IT support that is not linked to a particular technology. The focused question-based process and the strategic approach to improving the customer experience is used by many of the leading, global support organizations.

For additional information about Kepner-Tregoe IT service consulting or to learn about our successful service desk or incident management programs, contact KT.



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