? ? 1 How to Resolve Major IT Service Problems Faster Abstract Communication, collaboration and visibility are the three key factors in quickly and efficiently resolving a major IT service disruption. Traditional problem-solving methods, even those that follow ITIL guidelines for IT problem management, require time- consuming team coordination through multiple phone, voicemail, email and face-to-face communications; duplicated efforts; and wasted time. Even with the best technology, when it comes to a serious IT disruption, many organizations face the simple problem of “one hand not knowing what the other hand is doing.” Kinetic Response is a web-based problem collaboration tool that automates assembling problem-solving teams and presents all team activity

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