Troubleshooting Foundations: Instructor-led virtual workshop

Learn the fundamentals of Kepner-Tregoe's troubleshooting approach. This is an introductory course to learn how to follow a systematic process of problem solving when responding to ITSM incidents and problems. Master the basics to ensure that effective help is provided when handling customer questions and, most importantly, that products and services are "up". This program is for individuals who work in troubleshooting and customer support environments and want to improve the quality of their contributions to incident and problem resolution.

What you get:

• 2 days led by an expert instructor
• Access to digital tools and resources
• Skills to improve quality of escalations and handovers
• Certificate of Completion and Kepner-Tregoe Foundations Badge
• Certification Credits: 1.4 CEUs

Benefits

• Demonstrate best practice in core troubleshooting skills
• Develop a consistent approach and structure for handling of incidents and problems
• Develop quality problem statements
• Improve the quality of escalations and handovers for accelerated problem resolution
• Take charge of the situation by optimizing involvement of resources

Skills Developed

• Base knowledge of the terminology, structure and concepts of KT's core troubleshooting techniques
• Structured, critical thinking to support the analysis of incidents and problems
• The ability to clarify available information, assess the impact, and prioritize what to work on first
• Clarity in problem description along with a process to quickly gather key information to get to root cause
  

Since we started using KT to improve our problem-solving operations, we have cut our costs by a six-digit figure