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2-Day Troubleshooting Foundations workshop with Kepner-Tregoe

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2-Day Troubleshooting Foundations workshop with Kepner-Tregoe


Workshop Overview

Learn the fundamentals of Kepner-Tregoe’s (KT) trouble-shooting 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 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 who want to improve the quality of their contributions to incidents and problem resolution.

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.


Key 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 & 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



Prerequisite for learning Kepner-Tregoe’s Advanced Incident and Problem Management programs and developing expert IM/PM leadership skills

 


Workshop Details

Duration: 2 days

Learning Tools Included: All workshop attendees will receive the Kepner-Tregoe Tablet App and access to online post-workshop learning support tools (coaching videos, tips, tricks, worksheets, and more) with a My KT membership


For more information about the workshop, please visit:

KT Troubleshooting Foundations

 

FAQs

 

1. How can I contact the organizer with any questions?

Please email us at S1QtQXVzdHJhbGlhIHwga2VwbmVyLXRyZWdvZSAhIGNvbQ== or call us at +61-2-9955-5944.

 

2. Do I have to bring my confirmation page to the event?

Yes, please bring along your confirmation page with your registration details to the workshop.

 

3. Can I update my registration information?

Please email us at S1QtQXVzdHJhbGlhIHwga2VwbmVyLXRyZWdvZSAhIGNvbQ== or call us at +61-2-9955-5944 for any changes in the registration information 7 days prior to the workshop.

 

4. Is my registration fee or ticket transferrable?

Please email us at S1QtQXVzdHJhbGlhIHwga2VwbmVyLXRyZWdvZSAhIGNvbQ== or call us at +61-2-9955-5944 for any changes in the registration information 7 days prior to the workshop.

 

5. Is it ok if the name on my ticket or registration doesn't match the person who attends?

Please email us at S1QtQXVzdHJhbGlhIHwga2VwbmVyLXRyZWdvZSAhIGNvbQ== or call us at +61-2-9955-5944 for any changes in the registration information 7 days prior to the workshop.

 



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