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Home » ITIL » Kepner-Tregoe Foundation

Kepner-Tregoe Foundation

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'll 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

Who Needs to Attend

    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

Prerequisites

There are no prerequisites for this course.
Follow-On Courses

There are no follow-ons for this course.
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
Label: ITIL
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