Global reach, local support

Kepner-Tregoe provides global problem-solving and decision-making training, online or in person, in multiple languages. If your country isn’t listed, contact our Headquarters team to be connected with a regional representative.

USA - Global Headquarters UK & Ireland Thailand Singapore Philippines Netherlands Malaysia Japan Italy Germany France China - Taiwan China - Mainland China - Hong Kong Chile Canada Australia & New Zealand

Overview

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.

Course details

What's Included

What You Get

  • Interactive live training with 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

Audience

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.

Benefits

  • 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”

Skills Developed

  • 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

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