Kepner-Tregoe® Advanced Problem Management
Advanced Troubleshooting Skills for Problem Management
Certificate: Kepner-Tregoe® Advanced Problem Management
Duration: 2 days
Course Delivery: Classroom / Virtual Classroom, Exam, eBook
Accreditor: Kepner-Tregoe
Course ID: KT-APM
Language: English
PMI® PDUs: 16
CPEs: 16.5
Download a PDF of this course here.
Take the next step in maximizing your critical thinking skills for improved service performance
This course is designed exclusively for learners who have successfully completed the KT Foundation course and is the next step in developing expertise in the area of Advanced Problem Management towards becoming a high performance “trouble-shooter.”
Participants will have already learned an overview of the core KT skills— Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT Advanced Problem Management workshop they will be introduced to additional Problem Analysis skills to find root cause:
- The use of ‘Distinctions and Changes’—a critical approach in isolating causes of complex problems
- Solving Start-up Problems—often times the toughest to solve
- Solving Recurring Problems—they drive up your incident volume and negatively impact your customer satisfaction
- ‘Think Beyond the Fix’—move from reactive to proactive problem management
“We needed improvement —and 12 months later, the figures are here. Our team implemented the problem solving process. Progress was steady, going from 10% to 35% and finally reaching +90% after just six months.” Helpdesk Supervisor, Galileo
About Kepner-Tregoe:
Founded in 1958, the Princeton, New Jersey-based Kepner-Tregoe is the international leader in developing critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary organizational transformation and troubleshooting methodologies. This proven methodology has been used to maximize service performance at global organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.
Audience:
This two-day course is beneficial for service-desk staff, analysts, problem and incident managers, auditors, quality managers, operators, technicians, engineers and others responsible for customer service and support.
Individuals with ITIL® intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA) will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management.
Learning Objectives:
Key components of KT workshop are:
- A discovery case to assesscurrent approaches to Problem Management and compare them to the KT approach
- “Process teaches” whichintroduce the KT concepts in a step-by-step approach
- A series of case studies which allow participants to test their understanding of the techniques in a structured/simulatedenvironment
- Coaching and feedback bythe instructor to reinforce the learning
- Structured discussions about how the KT processes getimplemented to drive hard results
Major Techniques:
- Questioning and Listening Skills: The role of questioning in Problem Management and root cause analysis—the characteristics of effective questions—the techniques of “Open” and “Closed” questioning and their purposes—the two techniques of “Questioning to the Void” and their purposes—the difference between “Process” and “Content” questions—the concept of “Handling Answers“.
- Problem Analysis: Building on the concepts introduced in the KT Foundation workshop, the use of “Distinctions and Changes” in further isolating causes in complex problems and identifying and proving root cause.
- Advanced Problem Analysis Concepts: How to use Problem Analysis concepts for “Start-Up Problems“—the “Stable”, the “Multiple” and the “Fluctuating” types of Start-Up Problems—the use of Problem Analysis concepts for “Intermittent Problems“—how to “Think Beyond the Fix“.
- Think Beyond the Fix: Different techniques for “extending the cause” and “extending the effect” to prevent further problems and reduce future incidents.
Benefits:
- Learn Kepner-Tregoe’s advanced troubleshooting skills
- Hone your skills through case studies and application
- Learn about how to improve the performance of your Problem Management processes
Case Study:
All KT workshops are designed to introduce the processes and techniques through a step-by-step learning process reinforced by case studies and the application of the concepts to participants’ real life issues.A large number of case studies will reinforce and cement the skills learned at the KT Advanced Problem Management workshop.
Prerequisites:
Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam.
Course Material:
Participants will receive a workbook, process cards and other job aids, several case studies and access to electronic process templates.
Examination:
- Exam Format: closed-book format. Web-Based.
- Questions: 40 multiple choice questions
- Passing Score: 70% or higher
- Exam Duration: 60 minutes. (15 minutes extra time for non-native english speakers)
- Proctoring: Web-Proctoring/Live-Proctoring