Duration: 2 Days
In this course, you will work on troubleshooting environments to develop a systematic process of problem solving when responding to incidents and problems, enabling you to deliver a high level of quality and consistency in customer support. You will learn the terminology, structure, and basic concepts of Kepner-Tregoe's problem management and incident management techniques such as situation appraisal, problem analysis, decision analysis, and potential problem analysis. You will prepare to successfully pass the Kepner-Tregoe Foundation exam.
Certification: Kepner-Tregoe Foundation Certification
What You Will Learn
-
Establish a common language in troubleshooting that ensures consistency in
customer support in a Service Management environment
-
Structured critical thinking techniques to analyze problems, make decisions,
and proactively avoid problems
-
Use a systematic approach independent of technical expertise
Audience
- Individuals seeking
the Kepner-Tregoe Foundation certification
- Individuals looking to
improve incident management and problem management in their organization
- First-line support,
service-desk staff, analysts, problem managers, incident managers, auditors,
quality managers, operators, technicians, and engineers
Prerequistes
Course Outline
1. Kepner-Tregoe Rational Process
- Situation Appraisal
- Problem Analysis
- Decision
Analysis
- Potential Problem
Analysis
2. Situation Appraisal
- Threats and Opportunities
- Separate and Clarify
- Set
Priority
- Plan Next Steps
- Role of Questioning in
Situation Appraisal
3. Problem Analysis
- Problem
- Possible Causes
- Evaluate
Possible Causes
- Confirm
True Cause
- Role of
Questioning in Problem Analysis
4.
Decision Analysis
- Clarify
Purpose
- Identify
Alternatives
- Evaluate
Alternatives
- Make Decision
- Role of Questioning in
Decision Analysis
- Present
Recommendations
- Assess
Recommendations
5. Potential Problem
Analysis
- Potential Problems
- Likely Causes
- Take Preventive Action
- Plan Contingent Action and Set Triggers
- Role of Questioning in Potential Problem Analysis
Course Labs
