Kepner-Tregoe® High Severity Incident Management

Summary

Maximize your approach to troubleshooting with Kepner-Tregoe’s High Severity Incident Management workshop. This course is for learners looking to bring higher quality, more consistency, and greater speed to the customer interaction process by improving the underlying quality and consistency of troubleshooting. Our ITIL-recognized approach helps you restore service more effectively, while managing risk and communicating confidently under pressure.

Return on Investment:
• Decreased Mean Time to Restore
• Reduced variation
• Increased First-Time-Resolution Rate
• Reduced number of escalations
• Improved customer satisfaction
• Greater IT stability and production uptime

Prerequisites

Prior to taking this course, the Kepner-Tregoe Foundations workshop is required.

Duration

2 Days/Lecture & Lab

Audience

This course is beneficial for service desk staff, analysts, quality managers, problem and incident managers, auditors, technicians, engineers, and others responsible for customer service and support. Also beneficial for individuals with ITIL® intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA).

Topics

Lead and facilitate the incident resolution process

• Identify, log, categorize and prioritize incidents through excellent situation appraisal & questioning

• Communicate relevant information to stakeholders throughout the life-cycle of an incident

• Provide sound documentation and follow-up

• Improve the consistency and efficacy of your approach to incident management

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