The 2-day Kepner-Tregoe Foundation course introduces a systematic process of problem solving when responding to incidents and problems. The course is designed for individuals who work in trouble shooting environments. This allows them to deliver a high level of quality and consistency in customer support. The course equips participants with the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the Foundation course, participants will receive the proper training and guidance to optimally prepare them to take and pass the Kepner-Tregoe Foundation examination.
The Kepner-Tregoe Foundation course is beneficial for individuals who want to be trained and certified in a best practice that is recommended for problem analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL® Service Operation publication).
Other core benefits of the Kepner-Tregoe Foundation course include:
- Establish a common troubleshooting language that ensures consistency in customer support in a Service Management environment.
- Introduce structured, critical thinking techniques to analyze problems, make decisions and proactively avoid problems.
- Use a systematic approach independent of technical expertise.
At the end of this course, you will be able to:
- Understand KT’s Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.
- Explain the definition of an incident and a concern.
- Use the role of questioning in various phases of the KT Model.
- List Threats and Opportunities.
- Use KT’s Steps: Separate and Clarify, Set Priority, Plan Next Steps.
- Work with all phases in Problem Analysis: Describe Problem, Identify Possible Causes, Evaluate Possible Causes, Confirm True Cause.
- Work with all phases in Decision Analysis: Clarify Purpose, Identify Alternatives, Evaluate Alternatives, Make Decision.
- Effectively Present Recommendations and Assess Recommendations.
- Standardizing Work Practices.
- Work with all phases in Potential Problem Analysis: Identify Potential Problems, Identify Likely Causes, Take Preventive Action, Plan Contingent Action and Set Triggers
- Introduction to Thinking and Troubleshooting Processes
- Questioning and Listening Skills
- The Kepner-Tregoe Rational Process
- Situation Appraisal
- Problem Analysis (Part I)
- Problem Analysis (Part II)
- Decision Analysis
- Potential Problem Analysis
- Exam Preparation Guidance
This course prepares candidates for the examination leading to the Kepner-Tregoe® Foundation Certificate. The exam is a 60 minute, 40 question, multiple-choice examination. Candidates must get a passing mark of 65% to attain their certificate.
This course is delivered in a virtual live classroom environment or onsite at your location. A minimum of four (4) participants is required for virtual live classroom sessions and six (6) participants for onsite delivery.
Public sessions are not available for this course.