Kepner-TregoeCourseSyllabus

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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