Course Description:
This 2-day 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 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 Problem Management workshop they will be introduced to additional Problem Analysis skills to find root cause:
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 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 assess current approaches to Problem Management and compare them to the KT approach
- “Process teaches” which introduce 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/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 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.
Please contact us for a detailed course outline.