Kepner-Tregoe

The best practice for Incident, Problem and Custom Service Management to deliver a world-class CX and increase IT stability

About Kepner-Tregoe

With 60 years of global experience, having codified "problem solving" and Root Cause Analysis (RCA) for the first time, Kepner-Tregoe is the industry best practice for providing a data-driven, consistent and scalable approach for (Major) Incident, Problem and Customer Service/Support Management. We help IT and Technical Support organizations deliver a world-class customer experience by reducing downtime, incident recurrence, cost of service and increasing IT stability. Our methodology is fully integrated with the ServiceNow platform and case management work-flow via Kepner-Tregoe's scoped apps. We deliver results and are happy to prove it.

Country and Region Coverage

Partner Locations

  • AMS

    United States

Headquarters

Princeton, New Jersey, United States

ServiceNow Partner Type

Technology

Industry

Financial Services, Government, Healthcare and Life sciences, Manufacturing, Telecom Media Technology

ServiceNow Store

Store Application(s)

A partner who has co-delivered 3 engagements with ServiceNow within the last 12-month period.

What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, our implementation partners submit customer information which ServiceNow uses to conduct a customer satisfaction (CSAT) survey on behalf of the partner to measure success and gather feedback, which we use to continually improve. CSAT ratings may not reflect input from all customers of each partner.

How is this calculated?
The CSAT score, based on the 5-level Likert scale, is converted into numeric values ranging from 1-to-5, which 5 being the highest possible score. Each partner's CSAT rating is equal to a rolling 365-day average score of customer responses received across completed engagement.