Frontline for ITSM & Tech Support

Available as:

  • In-house class
  • Public class
  • Virtual
  • In-Person

Languages:

DE
EN
JP

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
  • Five-step process to problem solving
  • Certificate of completion
  • Certification Credits : 0.7 CEUs
Select Format
Select Country
  • Malaysia
  • Singapore
Select Date
  • Jul 1 2024 - Jul 1 2024
    Penang

    RM 2,000 for 3 or more
    Workshop Hours:
    9:00am - 5:30pm (UTC+8)

    ENG
    2,400  MYR
  • Aug 12 2024 - Aug 12 2024
    Kuala Lumpur

    RM 2,000 for 3 or more
    Workshop Hours:
    9:00am - 5:30pm (UTC+8)

    ENG
    2,400  MYR
  • Oct 22 2024 - Oct 22 2024
    Singapore

    SGD 1,050 for 3 or more.
    Workshop Hours: 8:30 am - 5:30 pm (UTC+8)

    ENG
    1,250  SGD
Participants
Select Language
Select Date
  • Nov 11 2024 - Nov 11 2024
    Singapore

    Workshop Hours: 8:30 am - 5:30 pm (UTC+8)

    ENG
    1,050  SGD
  • Nov 11 2024 - Nov 11 2024
    China - Hong Kong

    Workshop Hours: 8:30 am - 5:30 pm (UTC+8)

    ENG
    6,500  HKD
Participants
Total:
0

To see the total select country, date and number of participants

To see the total select language, date and number of participants

In this county services are provided by the official KT licensee.

* Before applicable taxes

Class seats guaranteed with payment. Seat reservations held for 72 hours.

Contact us to inquire for more details or have the workshop customized upon your corporate needs.

  • Audience

    KT Frontline is our most introductory level troubleshooting workshop. It is ideal for anyone whose responsibilities include reacting to and solving problems on the spot and escalation to experts, when necessary. Examples: Frontline Service and Support Engineers, Service and Help Desk staff.

  • Benefits

    • Reduce resolution time: Start troubleshooting at the first point of customer contact and improve your first-time fix rate by gathering quality data right from the start, and knowing how to zero in on the most likely possible cause
    • Increase customer satisfaction: Provide customers with a superior experience without wasted effort and through more effective incident assessment and investigation
    • Real results, after just one day: Learn and repeatedly practice essential troubleshooting concepts in an interactive simulation, equipping you with the skills and confidence you need to immediately improve your day-to-day problem solving
    • Escalate more effectively and improve the end-to-end service process: Learn a structured approach to data collection and documentation that will enable a more effective end-to-end troubleshooting process
    • Eliminate redundant questions and confusion when issues are escalated – which will help to reduce overall resolution time and increase quality and team morale
  • Skills Developed

    • Define, clarify, and prioritize issues. Ask core questions to uncover critical data required for troubleshooting effectiveness
    • Ability to accurately describe issues and structure documentation to guide next steps
    • Learn the secret to great troubleshooting – comparing “what is working” to “what is not working”
    • Identify the most likely cause by assessing possible causes against facts
  • Quotes

    “I can truly give credit to the simulation practice which gave these folks the confidence, knowledge, AND ability to apply the problem solving skills to their work issues.”

    – Quality Improvement Manager, Aerospace Company

  • Brochure

Contact Form

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. And finally the authenticity of your KT badge can be validated on our website portal.

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.

Badge

Kepner-Tregoe Foundations

If you have successfully participated in this workshop, you are eligible to receive the KT Foundations Badge. Click to find out more about our Badge Program:

Contact Us

For inquiries, details, or a proposal!