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

Learn the fundamentals of Kepner-Tregoe’s troubleshooting approach. This is an introductory course to learn how to follow a systematic process of problem solving when responding to ITSM incidents and problems. Master the basics to ensure that effective help is provided when handling customer questions and, most importantly, that products and services are “up.” This program is for individuals who work in troubleshooting and customer support environments and want to improve the quality of their contributions to incident and problem resolution.

Course details

What's Included

What You Get

  • 2 days led by an expert instructor
  • Access to digital tools and resources
  • Skills to improve quality of escalations and handovers
  • Certificate of completion & KT Foundations Badge
  • Certification Credits : 1.4 CEUs

Audience

Frontline support, service/help desk analysts, incident/problem managers, call center team leaders, subject matter experts and other early adopters of troubleshooting best practices.

Benefits

  • Demonstrate best practice in core troubleshooting skills
  • Develop a consistent approach and structure for handling of incidents and problems
  • Develop quality problem statements
  • Improve the quality of escalations and hand-overs for accelerated problem resolution
  • Take charge of the situation by optimizing involvement of resources

Skills Developed

  • Base knowledge of the terminology, structure and concepts of KT’s core troubleshooting techniques
  • Structured, critical thinking to support the analysis of incidents and problems
  • The ability to clarify available information, assess the impact, and prioritize what to work on first
  • Clarity in problem description along with a process to quickly gather key information to get to root cause

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