The two-day Kepner-Tregoe Foundation course introduces individuals working in trouble shooting environmentsto a systematic process of problem solving when responding to incidents and problems. This enables individuals to deliver a high level of quality and consistency in customer support. The course equips participants with the knowledge of the terminology, structure and basic concepts of Kepner-Tregoe's problem management andincident management techniques such as Situation Appraisal, Problem Analysis, Decision Analysis and PotentialProblem Analysis. During the Foundation course, participants will be optimally prepared to take and pass the Kepner-Tregoe Foundation examination. The Foundation course is beneficial to individuals who want to be trained and certified in a best practice commended for Problem Analysis (Kepner Tregoe is referenced as a best practice in the official ITIL Service Operation publication).
There are no prerequisites for this course.
2 Days/Lecture & Lab
The Kepner-Tregoe Foundation course will be of interest to individuals who:Want to be certified by Kepner-Tregoe as 'Kepner-Tregoe Foundation certified' ?Seek to attend the two-day Kepner-Tregoe Advanced Workshop to learn to implement the concepts they have gained in the Foundation course to improve Incident Management and Problem Management?. Typical roles are (but not limited to):roles that provide first-line support, service--deskstaff,Analysts,ProblemManagers,IncidentManagers,Auditors,QualityManagers,Operators,Technicians and Engineers