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Nation's Capital LIG | Structured Root Cause Analysis with Kepner-Tregoe & ServiceNow
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We are pleased to announce that the Problem Management SIG and the Nation’s Capital LIG will be conducting a joint BrightTalk Session on “Structured Root Cause Analysis with Kepner-Tregoe and ServiceNow”, scheduled for 2PM EST on Wednesday, January 21, 2015.

When: Wednesday, Jan 21, 2015
From 2:00 PM to 3:00 PM
Presenter: Speakers from Kepner-Tregoe and ServiceNow
Contact: John Clipp

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January 21, 2015 – 2PM – 3PM US Eastern Standard Time

BrightTALK Presentation - Structured Root Cause Analysis with Kepner-Tregoe and ServiceNow



We are pleased to announce that the Problem Management SIG and the Nation’s Capital LIG will be conducting a joint BrightTalk Session on “Structured Root Cause Analysis”, scheduled for 2PM EST on Wednesday, January 21, 2015.


The Kepner-Tregoe® problem analysis method is recommended as a best practice in the official ITIL Service Operation publication. For more than 50 years, Kepner-Tregoe® has used its breakthrough methodology to maximize service performance at global organizations including NASA, IBM, Cisco, Shell, Deloitte and Siemens.


In customer-support environments, IT professionals are always looking for the right toolset with which to address problems and incidents. The Kepner-Tregoe® methodology provides a structured, and technology-independent, toolset to deal with any problem or incident. Getting more efficiently to the root cause of problems leads to more permanent solutions, helping to reduce recurring incidents and increasing IT stability.


Shellina Damji will provide an overview of the Kepner-Tregoe® methodology and discuss the benefits of using a Structured Root Cause Analysis methodology within your Problem Management process.


Shellina Damji provides thought leadership to Kepner-Tregoe® and her client organizations. As Practice Leader, she manages relationships with global strategic clients providing expertise in the area of Service Excellence, including service strategy and improving service and support through systems improvement, performance system redesign, process coaching, and skill development.


She has extensive experience in analyzing organizational processes, designing and implementing specific configured solutions, and a full range of consulting and training services. She was a member of the KT international strategy practice and the product innovation team, and she has managed the technical delivery team in North America. Her client accomplishments include leading an initiative at a smartphone manufacturer that improved customer satisfaction by 24 points and helping a global tech giant to achieve top customer ratings in timeliness and effectiveness of issue resolutions. 



We will also have Mike Malcangio, from the ServiceNow Product Management team, discuss the integration of Kepner-Tregoe® into the ServiceNow Problem Management Module.


Mike has been with ServiceNow since 2010 and manages the strategy and direction for ServiceNow’s IT Service Automation Suite. Mike is passionate about our customer’s success and the continued evolution of ServiceNow to meet their needs.




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