Frontline – Introduction to Structured Troubleshooting
Essentials
Kepner-Tregoe’s interactive Frontline Simulation workshop is all about learning by doing. You will learn five basic steps of troubleshooting and repeatedly practice applying the skills in our close-to-reality simulation scenarios. This technology-enabled active-learning environment delivers minimum theory and maximum application to increase confidence in troubleshooting.
What you get
- 1 day led by an expert instructor
- Digital job aid
- A five-step process for problem solving
- Certificate of completion & KT Foundations Badge
Kepner-Tregoe’s interactive Frontline Simulation workshop is all about learning by doing – whether you work in operations, IT service management, or technical support. You’ll learn five basic steps of troubleshooting and repeatedly practice applying them in close-to-reality simulation scenarios. This technology-enabled, active-learning environment delivers minimal theory and maximum application, building confidence in troubleshooting across a variety of real-world situations.
- Reduce resolution time & find causes faster: Begin troubleshooting at the first point of contact, gather quality data right from the start, and quickly zero in on the most likely cause.
- Increase customer satisfaction: Deliver a superior experience with fewer delays, more effective incident assessment, and investigations that avoid wasted effort.
- Improve escalation & end-to-end service: Use a structured approach to data collection and documentation that eliminates redundant questions, reduces confusion, and improves teamwork and morale.
- Real results after just one day: Practice essential troubleshooting skills in realistic simulations, equipping you to make an immediate impact in day-to-day problem solving.
- Build confidence in complex environments: Gather accurate data in a consistent format to avoid common troubleshooting pitfalls and feel more confident tackling issues.
- Define, clarify, and prioritize issues
- Ask core questions to uncover critical data for effective troubleshooting
- Accurately describe issues and structure documentation to guide next steps
- Apply the « what is working » vs. « what is not working » technique to pinpoint problems
- Identify the most likely cause by assessing possible causes against the facts
Showcase your skills!
The KT Badge Program is a visible recognition of your rational process skills. Your Kepner-Tregoe Digital Badges can be shown on your social media profile page, your email signature, and your personal website.
The Foundation Badge is the starting point and highlights that you have attended a KT training program. Once you have begun applying the KT technologies you will progress through the levels of Practitioner, Advanced, and ultimately, achieve recognition as a KT Expert.
