Kepner-Tregoe Problem Management

Kepner-Tregoe’s Problem Management workshop provides a time-tested, systematic approach to help resolve technical and IT issues and get to root cause fast. Our best practice ITIL®-recognized troubleshooting methodology helps minimize negative business impact and increase IT stability. This is accomplished by reducing time-to-resolution through efficient data gathering and analysis, objective-driven resolution, and successful implementation for rapid recovery.

Included

• Led by an expert instructor
• Use skills learned immediately on the job
• Access to online post-workshop learning support tools with a free "My KT" membership
• Kepner-Tregoe Foundations Badge

Audience

Ideal for service desk staff, problem managers, quality managers, analysts, technicians, subject matter experts, auditors, engineers and others responsible for resolution of critical incidents and problems.

Benefits

• Drives a high-quality and consistent troubleshooting process
• Gets you to the root cause of problems faster
• Enables your team to think and communicate clearly and confidently under pressure
• Eliminates trial-and-error behavior, waste, and loss of key data
• Creates a seamless information flow and knowledge sharing
• Ensures that everyone speaks the same “problem-solving language”

Skills Developed

• A structured, critical-thinking approach to analyze problems, get to root cause, select the best fix or workaround, and to proactively avoid problems
• Systematically clarify and prioritize problems
• Clearly describe a problem and gather the most relevant data
• A strategic approach to problem solving based on problem type, e.g. start-up and recurring problems
• How to capitalize by making thinking visible
• Succinct and effective stakeholder communication and resource management throughout the problem life-cycle

Return on Investment

Kepner-Tregoe’s Problem and Incident management solutions have been used worldwide to help organizations maximize ROI. Using our systematic approach for managing problems, KT clients have achieved dramatic improvements, such as:

• Shortened Mean Time to Resolve
• Reduced Time-to-Close
• Increased First-Time-Fix Rate
• Improved Customer Satisfaction
• Maximized Customer Lifetime Value
• Greater IT Stability and Production Uptime

What our clients say

“Using the Kepner-Tregoe process, I am able to resolve customer issues quicker. Because of this, my backlog has been reduced over 65%. I can spend more time on other customer issues” - plant engineer  

Certification

Participants are awarded the Kepner-Tregoe Foundations Badge