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Problem Management

Essentials

Kepner-Tregoe’s Problem Management workshop provides a time-tested, systematic approach to help resolve technical and IT issues and get to root cause fast. Our best practice ITIL®-recognized troubleshooting methodology helps minimize negative business impact and increase IT stability. This is accomplished by reducing time-to-resolution through efficient data gathering and analysis, objective-driven resolution, and successful implementation for rapid recovery.

What You Get

  • 4 days led by an expert instructor
  • Access to digital tools and resources
  • Skills to execute a high-quality and consistent troubleshooting process
  • Certificate of completion & KT Foundations Badge
  • Certification Credits : 2.8 CEUs

Ideal for service desk staff, problem managers, quality managers, analysts, technicians, subject matter experts, auditors, engineers and others responsible for resolution of critical incidents and problems.

  • Drives a high-quality and consistent troubleshooting process
  • Gets you to the root cause of problems faster
  • Enables your team to think and communicate clearly and confidently under pressure
  • Eliminates trial-and-error behavior, waste, and loss of key data
  • Creates a seamless information flow and knowledge sharing
  • Ensures that everyone speaks the same “problem-solving language”
  • A structured, critical-thinking approach to analyze problems, get to root cause, select the best fix or workaround, and to proactively avoid problems
  • Systematically clarify and prioritize problems
  • Clearly describe a problem and gather the most relevant data
  • A strategic approach to problem solving based on problem type, e.g. start-up and recurring problems
  • How to capitalize by making thinking visible
  • Succinct and effective stakeholder communication and resource management throughout the problem life-cycle

Kepner-Tregoe’s Problem and Incident management solutions have been used worldwide to help organizations maximize ROI. Using our systematic approach for managing problems, KT clients have achieved dramatic improvements, such as:

  • Shortened Mean Time to Resolve
  • Reduced Time-to-Close
  • Increased First-Time-Fix Rate
  • Improved Customer Satisfaction
  • Maximized Customer Lifetime Value
  • Greater IT Stability and Production Uptime

“Using the Kepner-Tregoe process, I am able to resolve customer issues quicker. Because of this, my backlog has been reduced over 65%. I can spend more time on other customer issues.”

— Plant Engineer