LAFAYETTE, CALIF. – October 27, 2010 – TechExcel, a provider of IT Service Management (ITSM) software, will sponsor the upcoming HDI webinar “Critical Success Factors for Problem Management”, presented by Trina Crockett, of Kepner-Tregoe, Inc. HDI (, is a global association for IT service and technical support professionals and the industry’s premier certification body. This live 60-minute presentation will demonstrate how a more strategic, process- and people -driven approach is critical to delivering consistent, high quality problem resolutions.

Key topics this webinar will address include:

  • Overview KT Resolve, Kepner-Tregoe’s ITIL-recognized approach to problem and incident management
  • Identify factors that maximize problem management process adoption and sustain performance improvement
  • Examine the “Performance System” – KT’s model for analyzing, improving, and aligning each component of the service function

As a Kepner-Tregoe, Inc. (KT) consultant, Trina Crockett’s primary area of focus is supporting her clients with the implementation of KT Resolve, Kepner-Tregoe’s ITIL-recognized approach to troubleshooting. She holds an MBA from the University of Texas and a BA in human resources.

This live Webinar will be held on Tuesday, November 16, at 10:00 am PST (1:00 pm EST). It is free to HDI members and $29 for non-members. The presentation is scheduled to last 45 minutes with a question and answer session immediately following. To register and participate in this event, please visit

About Trina Crockett

Trina Crockett is a consultant with Kepner-Tregoe, Inc. (KT). Her areas of expertise include the facilitation of issue resolution through the use of rational process, designing and implementing project management systems, and assisting client organizations in achieving strategic and operational improvements through the implementation of the KT processes.

Trina is an experienced facilitator in the areas of problem solving and decision making (PSDM) and project management. In her time with KT, she has delivered skill development programs and conducted business improvement projects with clients in the financial services, industrial products, and pharmaceutical industries. Currently, her area of focus is in the technology practice where she supports the implementation of KT Resolve, Kepner-Tregoe’s ITIL-recognized approach to troubleshooting, within many of the largest tech companies.