- Establish a common methodology to analyze problems, make decisions and proactively prevent problems.
- The use of a systematic method that is independent of the situation and environment.
This course gives you the practical knowledge of Kepner-Tregoe’s methods for problem analysis, situation assessment, proactive problem analysis and decision analysis for you after the course can use to streamline your professional life. (Kepner-Tregoe referenced as best practices in the Official ITIL® Service Transition book).
- Introduction to Kepner-Tregoe rational process: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis
- Situation Appraisal – The definition of an incident and a concern. How to “List Threats and Opportunities“, “Separate and Clarify“, “Set Priority“, “Plan Next Steps“ and the role of questioning in Situation Appraisal
- Problem Analysis – The Kepner-Tregoe definition of a problem. How to “Describe Problem“, “Identify Possible Causes”, “Evaluate Possible Causes“, “Confirm True Cause“, explain the role of questioning in Problem Analysis.
- Decision Analysis: The definition of a decision. How to “Clarify Purpose“, “Identify Alternatives“, “Evaluate Alternatives“, “Make Decision”. The role of questioning in Decision Analysis. How to effectively “Present Recommendations“ and “Assess Recommendations“
- Potential Problem Analysis – The definition of an action and a plan. How to “Identify Potential Problems“, “Identify Likely Causes“, “Take Preventive Action“, “Plan Contingent Action and Set Triggers“. The role of questioning in Potential Problem Analysis
Founded in 1958 in Princeton. N.J.-based Kepner-Tregoe is an international leader in the development of critical thinking. Kepner-Tregoe is a global leader in improving performance through organizational development and debugging methods.
We take for granted that IT specialists are good at resolving incidents and problems as they are technically competent, but the fact is that their incident and problem solving skills are limited to a theory of how something works, the practical ways to make it work, the typical way the breaks, and common way to fix it. It is not enough when dealing with complex incidents and problems. What they need is a method to manage their way through complex incidents and problems, manage chaos and fragmentation of information, and safely, quickly and inexpensively find the immediate cause of restoring the service or cause to prevent a recurrence. In ITIL®s publishing Service Operation is a reference to the Kepner-Tregoe, but only in connection with the problem investigation and diagnosis.
Kepner-Tregoe is much more than that, and can be used to improve all ITIL® processes and activities significantly. The two frameworks complement each other well. ITIL describes the “what” and “why”, Kepner-Tregoe describes “how” – focusing on people and their behavioral skills.
Kepner-Tregoe Foundation course, in two days, presents a systematic approach to troubleshooting and resolving customer issues faster and more effectively to improve customer satisfaction. It gives students techniques of structured critical thinking to make better decisions and proactively analyze and avoid problems.