Kepner-TregoeCourseSyllabus
FifaldeConsultingInc.+1-613-699-3005
TheKepner-Tregoe®FoundationcourseincludesKepner-TregoeMethodologiesandIntellectualPropertyownedbyKepner-Tregoe,whichisusedbypermissionofKepner-Tregoe.Allrightsreserved.©2017FifaldeConsultingInc.
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ParticipantswilllearnthebasicconceptsofproblemandincidentmanagementdevelopedbyKepner-Tregoeandbestpracticesusedbycustomerserviceandsupportorganizationsaroundtheworldtoimproveprocessperformance.
Kepner-TregoeWhatITIL®reallyprovidesisahighlevelframeworkandclearsetofdefinitionsaroundterminologywhichisveryuseful.ButwhatITIL®doesnotprovideisthemechanicsand‘howto’getfromAtoBandthat’sreallywheretheKepner-Tregoeprocesscomesin.Ithelpsyoutoactuallymanageandexecutethoseprocesses.
BackgroundKepner-Tregoe,isoneoftheleadingtroubleshootingcompaniesintheworldwithmorethanhalfacenturyofexperienceinimprovingprocessperformanceforcustomerserviceandsupport.TheKepner-TregoeproblemanalysismethodisrecommendedasabestpracticeintheofficialITIL®ServiceOperationpublication.Formorethan50years,Kepner-TregoehasuseditsbreakthroughmethodologytomaximizeserviceperformanceatglobalorganizationsincludingNASA,IBM,SunMicrosystems,RIMandSiemens.
ValueKepner-Tregoe®hasdelivered• IncreasingCustomerSatisfactionto+90%
(e.g.Blackberry/RIM,IBMRational,Siemens)• ReduceMean-Time-To-Resolutionbyupto50%
(e.g.SUN,Blackberry/RIM,IBMRational,DELL)
• Reducebacklogbyupto60%• Improvefirst-time-fix-ratebyupto40%• Othercasestudies:Apollo13,BlackBerryoutage
Problemmanagement,IncidentManagementarepartsofITIL®intermediatemodulesServiceOperation-SO(forLifecyclestream)andOSA(forCapabilitystream).TheaudiencefortheproposedKepner-TregoeFoundationcoursewillprimarilybeapartofthisITIL®group.
Kepner-Tregoe®FoundationCourse:gatewaytoserviceexcellenceThetwo-daycoursewilldevelopthecorecriticalthinkingskillsofSituationAppraisal,ProblemAnalysis,DecisionAnalysisandPotentialProblemAnalysis,andensurethatparticipantsunderstandhowtheseskillscanbeappliedfortroubleshooting,independentofunderlyingtechnologies.
Thistwo-daycoursewillpresentasystematicapproachtotroubleshootingandresolvingcustomerissuesfasterandmoreeffectivelyforimprovedcustomersatisfaction.Itprovidesthelearnerwithstructuredcriticalthinkingtechniquestomakebetterdecisionsandproactivelyanalyzeandavoidproblems.
ThiscourseisaccreditedbyKepner-Tregoe,expertsinorganizationalissueresolution,andleadstoKepner-TregoeFoundationcertification.Theobjectiveistointroduceparticipantstodeliverhighqualityandconsistencyincustomersupport.
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CertificationParticipantswhocompletetheaccreditedtwo-dayKepner-TregoeFoundationcourseareeligibletotakethecertificationexam,consistingof40multiple-choicequestionsthattestcandidates’understandingofthecontentsofthecoursesyllabus.
Theclosed-bookexamis60minutesinduration.Non-nativeEnglishspeakerswillhaveupto90minutestocompletetheexamandareallowedtouseadictionary.Thepassinggradeis70%–28correctanswersoutof40.SuccessfulcandidateswillreceiveKepner-TregoeFoundationCertificationbyKepner-TregoeandITpreneurs.
AdvancedKepner-TregoeWorkshopforProblemandIncidentManagementFurthertrainingintheKepner-Tregoeapproachtocustomerissuetroubleshootingandresolutionisofferedinatwo-dayAdvancedWorkshop.TheworkshopisdesignedtoenableparticipantstoapplytheconceptslearnedintheKepner-TregoeFoundationcourse,whichisapre-requisiteforattending.
TheworkshopisidealforanyonewhorequiresadeeperunderstandingofKepner-TregoemethodologyinordertoapplyitintheirdailyrolestoenhanceIncidentandProblemManagementperformance,andiswell-suitedtoProblemManagersandIncidentManagers.
CitedasbestpracticebyITIL®TheKepner-TregoemethodologytaughtintheFoundationcourseisrecommendedbyITIL®asabestpracticeforproblemanalysisintheofficialServiceOperationpublication.AthoroughexaminationoftheKepner-TregoeProblemAnalysismethod,astep-by-stepprocessofproblemsolving,iscentraltothecourse.ThefourfundamentalKepner-Tregoeprocesses(SituationAppraisal,ProblemAnalysis,DecisionAnalysisandPotentialProblemAnalysis)coveredinthecourseenableprofessionalstoapplyacommonstep-by-stepapproachtotroubleshooting.
StartyourjourneytoacetroubleshootingwithKepner‑TregoeFoundationtraining:Trainee’sperspectiveonthis!
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Kepner-Tregoe®CourseBenefits• Introducescriticalthinkingtechniquestofacilitateeffectivetroubleshooting• TrainsinanindustrybestpracticerecommendedbyITIL• OfficialcertificationbyKepner-Tregoe–oneoftheworld’sleadingtroubleshootingcompanies• Buildsa‘tiger’teamthatspeaksthesametroubleshootinglanguagewhileworkingcooperatively
onaproblem• Pre-requisitetoattendAdvancedKepner-Tregoeworkshop
TheFourFundamentalKepner-TregoeProcesses
SituationAppraisal(SA)
Objective:Clarifyandprioritizesituation
ProblemAnalysis(PA)
Objective:Identifyrootcause
DecisionAnalysis(DA)
Objective:Selectbestfix
PotentialProblemAnalysis(PPA)
Objective:Avoidfutureproblems
SAisusedtoseperate,clarifyandprioritizeconcerns.Whenconfusionismounting,thecorrectapproachisunclear,orprioritiesoverwhelmplans,SituationAppraisalisthetoolofchoice.
Whenpeople,systems,orprocessesarenotperformingasexpected,PApointstotherelevantinformationandleadsthewaytotherootcause.Thispromotesrapidandaccurateissueresolution.
Whenthepathaheadisnotclear,whentherearetoomanychoices,ortheriskofmakingthewrongchoicegreat,DAclarifiesthepurposeandbalancesrisksandbenefitstoarriveatasolidchoice.
Whenaprojectsimplymustgowell,riskishigh,oramyriadofthingscouldgowrong,PotentialProblemAnalysisrevealsthedrivingfactorsandidentifieswaystolowerrisk.
Note:Thistrainingisofferedthroughoneofourpartner,ITpreneurs.Fifalde Consulting Inc. is a trusted independent advisor, helping organizationsmaximize efficiencies and increase value totheir IT services. We specialize in the delivery of Information Technology Service Management (ITSM) and InformationSecurity Management (ISM) consulting and training services, using best practices such as the Information TechnologyInfrastructureLibrary(ITIL®),TIPA®,TOGAF®,andstandardssuchas ISO/IEC20000,27001,38500andothers.Fifalde’steamincludesanetworkofthemostaccreditedconsultantsandtrainersintheITindustry. FormoreinformationonwhatFifaldecanofferyourorganization,pleasevisitfifalde.com
