Kepner-Tregoe® High Severity Incident Management: Advanced Troubleshooting Skills for Incident Management

Our Blogs

Get Course Information

Connect for information with us at

How would you like to learn?*

Course Description:

Take the next step in maximizing your critical thinking skills for improved service performance. This 2-day course is designed exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing expertise in the area of High Severity/Major Incident Management towards becoming a high performance “trouble-shooter”.

Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT High Severity Incident Management workshop they will be introduced to additional Incident Handling skills to restore service:

  • Using Situation Appraisal and Problem Analysis “at speed”— how to drive structured service restoration under time pressure
  • Advanced Incident Management techniques—managing the “end-to-end” process of service restoration
  • Facilitation of Major Incidents—leading the incident resolution process

Audience Profile:

This 2-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 an Analysis (OSA) will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management skills.

What You’ll Learn:

  • A discovery case to assess current approaches to Problem Management and compare them to the KT approach
  • The KT “process teaches” method, which introduce the KT concepts in a step-by-step approach. A series of case studies that allow participants to test their understanding of the techniques in a structured/simulated environment
  • Coaching and feedback by the instructor to reinforce the learning
  • Structured discussions about how the KT processes get implemented to drive hard results

Please contact us for a detailed course outline.