Transform Incident and Problem Management

From messy guesswork to precise action, we transform your organization by helping you learn how to restore service, find root cause, and reduce incident volume – permanently!

SUPPORT

Enable support teams to think confidently under pressure, with breakthrough techniques that focus on critical thinking, decisive action, the use of a common language, and proactive risk management

SPEED

Our tools help speed service restoration and root cause activities, all while being supported by visual methods that keep teams together through all phases of the problem and incident lifecycle.

UNLOCK

Our tools help improve information sharing, and unlock the right content knowledge at the right time – giving senior engineers the ability to work on the important stuff, not fighting every fire.

SCALABILITY

Whether you handle 10 or 100,000 tickets a month – our tools result in less time documenting problems, more time solving – the result? Tickets that are faster to read, easier to write, and less painful to build continous improvement projects around.

Why Choose Chagpar?

When the leaders of the world’s largest, fastest-growing companies look for help with their most complex problem solving challenges, they call Chagpar. Today, we are at the top of our field, helping organizations-many of which are brands you’re familiar with-create change.

WE MAKE CHANGE HAPPEN

No matter the challenge, we focus on delivering practical and enduring results and equipping our clients to grow and lead. We partner with clients to put recommendations into practice and work directly to develop skills, drive operational improvement, and apply new working methods.

FREE 15 MINUTE CONSULTATION

It’s important to us that we can work together, and that you feel your challenge is truly being handled by the experts. Give us a shot at your issue and we will help clarify it, suggest our approach, and let you know if we have faced something similar before.

FLAT RATE PRICING

All of our consulting is provided in easy to understand packages. Click and buy the specific result you are looking for. We price based on a flat fee instead of value based pricing, so we can focus on your results and you can focus on the value.

RAPID RESULTS

Everything just hit the fan? We can be there on site – lightning quick – to help with resolution, provide support, lead your post-incident review, the root cause process, or even develop a pilot to improve your service delivery in the future. We can get you sustainable results in as little as 3 months.

Our Customers Love Us

We aim to build enduring relationships based on trust, and improve our clients’ performance significantly. Don’t just take our word for it, read it from them.

Mark Turner - Chief Technology Officer - Walt Disney Company

“Over my 20 years working within the technology arena I’ve seen dozens of consultants and trainers. Most of them were good, and even a few were not so good. Shane is definitely on the top of the good list. After working with Shane I found he not only was relaxed and calm even when the situation around him wasn’t; but he was professional, helpful and easy to work with. Shane has an incredible talent to see past the problem and look towards solutions. Shane made my experience better than I could have ever expected.”

Nick Mosconi - Business Analyst - Level 3 Communications

“I could not be any more pleased with the level of integrity, professionalism, and personability that Shane brought to our company. His deep knowledge base combined with his ability to keep people engaged makes the lessons from Kepner-Tregoe really hit home.

If you are considering a problem-solving consultant, Shane will surely give you your money’s worth and more.”

Linda Goes - Associate Director - Verizon Communications

“What could have been very abstract concepts were made real by not only by Shane’s skillful and highly energetic presentation but by his expert understanding of both principles and the technical world many of his students come from. His ability to apply principles to real life examples demonstrated to even the most skeptical student the principles can improve the timeliness and accuracy of troubleshooting in the real world. Shane’s passion for his work is contagious, and his skills as a facilitator are exemplary.”

Peter Lauritzen - Managing Engineer - Coriant Communications

“As a person, I find Shane open-minded and trusting, always positive and optimistic. Shane has a good sense of humor, as well as an understanding of how to co-operate and create consensus across customers and cultures. Shane is an enthusiastic self-motivating character, with strong power to get things moving.”

Flexible Solutions

Choose the result you are looking for and let us worry about the rest. We work directly with your team to make change happen, regardless of the number or complexity of the tasks required.

Advise

15 Minutes

  • 15 minutes of experienced advice and idea generation

  • Benefit from issue clarification, a suggestion on approach, and risk mitigation thoughts

  • Understand how Chagpar would approach your concerns – no strings attached

  • Have an opportunity to ask questions

Resolve

1 Day

  • 1 day to get you un-stuck, optimized, and back on track

  • Select from a buffet of services including training, strategy, process design, or analysis

  • We complete your major incident review, tool selection, design, root cause analysis, project plan, or complex analysis for you.

  • Richly documented using visual formats, perfect for management reporting

Train

1-5 Days

  • 1 week of coaching, training, and practice to radically improve skills

  • Foundations, Core, and Advanced Programs for Incident and Problem management

  • Solutions designed for Incident co-ordinator, Incident Manager, SMEs, team leads, and coaches

  • Flexible delivery means your team doesn’t have to be all out at the same time

Analyze

2 Weeks

  • 2 week deep-dive to uncover your greatest opportunities

  • Identify gaps and baseline in process, tooling, capability, and metrics

  • Includes one-on-one interviews, organizational assessments, review of historical tickets for key behaviors, process mapping, role review, tooling review, meeting studies, and best practices audit

  • Report identifies prioritized improvement opportunities, ROI of closing gaps, and specific recommendations on next steps

Improve

3+ Months

  • 3 month project to rapidly improve organizational performance

  • Approach includes a combination of capability development, process improvement, metrics design, and tooling improvements

  • Sprint based approach allows for quickly executing a proof of concept pilot with a single team, and comparing performance against others

We Empower Problem Solvers

We have helped our clients make lasting improvements to their performance and realize their most important goals. Let us do the same for you – we will not waste your time.

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Let’s Work Together!

Call, email, tweet, or send smoke signals. We are always seeking new opportunities to discuss challenges, speak at events, provide insights, or solve a tough problem. Tell us more about your project and let’s get started!