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