Creating Value at Deutsche Bank: Transforming Problem Mgmt. with Kepner-Tregoe (KT) Clear Thinking

Tom Shartrand,

Room : Ironwood 8

Subject : Service Desk

Breakout : New to ServiceNow

Deutsche Bank began global problem management in 2009 to support the IT Infrastructure organization, then added the application services environment throughout 2010. The main objective of the problem management transformation project was to align staff, subject matter experts, and management, to the same repeatable problem management lifecycle.

This project delivered a 60% reduction in the number of incoming incidents during 2010-2011 and 55% during 2011-2012; a 40% reduction in the average time per problem manager; and a 40% reduction in mean investigation duration. ServiceNow has made some parts of the KT Clear Thinking processes available to KT users. See how the KT Clear Thinking processes combined with ServiceNow has helped improve problem management at Deutsche Bank.