Certificate: Kepner-Tregoe Problem Management
Duration: 2 days
Course Delivery:Classroom
Course ID: ISM3310
Language: English
Advanced Troubleshooting Skills for Problem Management
Take the next step in maximizing your critical thinking skills for improved service performance
Course Description:
This course is designed exclusively for learners who have successfully completed the KT Foundation course and is the next step in developing expertise in the area of Problem Management towards becoming a high performance “trouble-shooter”.
Participants will have already learned an overview of the core KT skills— Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT Problem Management workshop they will be introduced to additional Problem Analysis skills to find root cause:
The use of ‘Distinctions and Changes’—a critical approach in isolating causes of complex problems
Solving Start-up Problems—often times the toughest to solve
Solving Recurring Problems—they drive up your incident volume and negatively impact your customer satisfaction
‘Think Beyond the Fix’—move from reactive to proactive problem management
“We needed improvement —and 12 months later, the figures are here. Our team implemented the problem solving process. Progress was steady, going from 10% to 35% and finally reaching +90% after just six months.” Helpdesk Supervisor, Galileo
Prerequisites:
Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam.
Course Material:
Participants will receive a workbook, process cards and other job aids, several case studies and access to electronic process templates.
Key components of KT workshop are:
● A discovery case to assesscurrent approaches to Problem Management and compare them to the KT approach
● “Process teaches” whichintroduce the KT concepts in a step-by-step approach
● A series of case studies which allow participants to test their understanding of the techniques in a structured/simulatedenvironment
● Coaching and feedback bythe instructor to reinforce the learning
● Structured discussions about how the KT processes getimplemented to drive hard results
Audience:
This two-day course is beneficial for service-desk staff, analysts, problem and incident managers, auditors, quality managers, operators, technicians, engineers and others responsible for customer service and support.
Individuals with ITIL® intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA) will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management.
Examination:
Exam Format: closed-book format. Web-Based.
Questions: 40 multiple choice questions
Passing Score: 70% or higher
Exam Duration: 60 minutes. (15 minutes extra time for non-native english speakers)
Proctoring: Web-Proctoring/Live-Proctoring
