Frontline – Introduction to Structured Troubleshooting

• 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