Results Delivered ITSM Problem & Incident Management Take the first step in superior Incident and Problem Management. Audience: Problem Managers, Incident Managers, Escalation Managers, Technical Support Engineers and anyone involved in managing or supporting the resolution of incidents and problems. Organizations that have worked with Kepner-Tregoe have achieved the following results: • Reduced Mean-Time-ToRestoration by 74% • Reduced time-to-resolution by 50% Course Description Learn the KT Clear Thinking processes of Situation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem Analysis and establish a common troubleshooting approach that ensures quality and consistency in customer support. In alignment with ITIL® framework. These core “troubleshooting” skills are used by IT Service and Support Managers worldwide to reduce timeto-close, increase first-time-fix rates, reduce unnecessary fixes, increase customer satisfaction and maximize Customer-Lifetime-Value. • Reduced variation by 77% • Increased Customer Satisfaction to +90% • Improved first-time-fix-rate by 40% • Reduced backlog by 60% Skills Developed • Structured, critical thinking to analyze incidents and problems, select the best fix or workaround and proactively avoid problems • The ability to systematically clarify, categorize, assess impact, and prioritize incidents and problems through KT Situation Appraisal & effective questioning • Clearly describing a problem and gathering the most relevant data to get to root-cause • A strategic approach to problem solving based on problem type, e.g. start-up and recurring problems • How to capitalize by making thinking visible • Effective, consistent incident and problem documentation “We needed improvement - and 12 months later, the figures are here, showing how our team has implemented the problem solving process …our progress was steady, going from +10%, +15%, +20% and +35%, and finally reaching +90% after just six months.” Helpdesk Supervisor, Galileo • Succinct effective stakeholder communication and resource management throughout the problem or incident life-cycle The Kepner-Tregoe methodology is recommended by ITIL® as a best practice for problem analysis in their official Service Operation publication. This priSM® recognized workshop will prepare you for the KT Problem & Incident Management examination. KT Problem and Incident Management Exam Prerequisite: Attendance of the KT ITSM Problem & Incident Management workshop 800-537-6378 www.kepner-tregoe.com The KT Problem and Incident management exam is an exam which is offered using webcam proctoring taken at a time and place mutually convenient for the candidate and the exam proctors. A separate fee applies for the administration of the exam. View the web proctored exam guidelines 20 May 2014 Copyright © 2014 Kepner-Tregoe, Inc. All Rights Reserved. 700-10-P462612A PAGE 1