If KT refers to "Kepner Tregoe" I would suggest reading up on the following on the DOCS site.
https://docs.servicenow.com/bundle/sandiego-release-notes/page/release-notes/it-service-management/problem-management-rn.html
Especially the last paragraph…
Kepner-Tregoe has released their Advanced Problem Management (RCA) application through the ServiceNow Store that contains their latest best practices. The application is compatible with the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin. For more information, visit the ServiceNow Store or contact Kepner-Tregoe.
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