KEPNER- TREGOE foundation

Certificate: KEPNER- TREGOE foundation

Language: EN / NL / FR
Duration: days Credits: None
Course delivery: classroom More info: Course Fact Sheet

 

Course description

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.

Audience

  • Would like the official Kepner-Tregoe Certificate, issued by Kepner-Tregoe
  • Plan to attend the (2-day) Kepner-Tregoe Advanced Workshop in order to learn to implement the concepts learned in the Foundation course
  • Would like to improve their Incident Management and Problem Management techniques
  • Typical roles are (but not limited to): Roles that provide first-line support, including service-desk staff, Analysts, Problem Managers, Incident Managers, Auditors, Quality Managers, Operators, Technicians and Engineers

Learning objectives

  • 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.

Prerequisites

None

Service Management * ITIL® * Project Management * Software Development