Kepner-Tregoe Foundation Course

Kepner-Tregoe Foundation Course

Background Kepner-Tregoe Foundation Course

The two-day Kepner-Tregoe Foundation course introduces individuals working in trouble shooting environments to a systematic process of problem solving when responding to incidents and problems. 

This course  enables individuals to deliver a high level of quality and consistency in customer support. The course equips participants with the knowledge of the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. 

The course is designed also to aggrendize the participants to have effective capability to  cope with situtaion within the  increasing complexity of IT systems, this means the course shall lead to effective of selecting and applying   the troubleshooting method of the Incident and Problem Management.

The Kepner Tregoe® approach to Problem Solving and Decision Making is cited in ITIL V3 to satisfy the needs of Problem Investigation and Diagnosis.

During the Foundation course, participants will be optimally prepared to take and pass the Kepner-Tregoe Foundation examination

Objectives 

• Establishing a common language in troubleshooting that ensures consistency in customer support in a Service Management environment 
• Introducing structured critical thinking techniques to analyse problems, make decisions and proactively avoid problems
• Capability in handling complex issues (Situation Appraisal)
• Capability in aanalyzing problems (Problem Analysis)
• Capability in making proper decisions (Decision Analysis)
• Capability in avoiding future problems (Potential Problem Analysis)
• Participants  will also:
• Understand how these skills assist in the delivery of ITIL Incident and Problem Management.
• Improve  skill participants  to manage customer problems and escalations.
• Provide managers and engineers with tools to handle issues rationally
• Maximise the process of  questioning in problem analysis and decision making more effective.
• Give to the partcipoants techniques for handling complex customer issues.
• Provide  to the participants with better understanding on how ITSM Problem & Incident Management process fits within our jobs.
• Increase the capability in making  progress toward resolution of several current customer issues

Audience:

The course is designed to the participants who want tohave foundation knowlege and want to be certified by Kepner-Tregoe as ‘Kepner-Tregoe Foundation certified,  and further seek to attend the two-day Kepner-Tregoe  workshop on how to learn and  implement the concepts they have learnt and with the main objective  to improve Incident Management and Problem Management

Contents

• Introduction to Kepner-Tregoe rational process

• Situation Appraisal

1. 1. Problem Analysi 

• Decision Analysis and Potential Problem Analysis 

1. How to perform Preventive Problem Analysis

Methods :

• Presentation
• Discussion
• Case Study

Time And Venue

• Hotel Ibis Malioboro, Yogyakarta
• 6 – 8 Januari 2020 
• 13 – 15 Januari 2020
• 20 – 22 Januari 2020
• 27 – 29 Januari 2020
• 3- 5 Februari 2020 
• 10 – 12 Februari 2020
• 17 – 19 Februari 2020
• 26 – 28 Februari 2020 
• 2 – 4 Maret 2020 
• 9 – 11 Maret 2020
• 16 – 18 Maret 2020
• 23 – 24 Maret 2020 
• 30 Maret 2020 – 1 April 2020 
• 6 – 8 April 2020 
• 13 – 15 April 2020
• 20 – 22 April 2020 
• 27 – 29 April 2020  
• 4 – 6 Mei 2020 
• 11 – 13 Mei 2020 
• 2 – 4 Juni 2020 
• 8 – 10 Juni 2020 
• 15 – 17 Juni 2020
• 22 – 24 Juni 2020 
• 29 Juni 2020 – 1 Juli 2020 
• 6 – 8 Juli 2020 
• 13 – 15 Juli 2020
• 20 – 22 Juli 2020 
• 27 – 29 Juli 2020 
• 3 – 5 Agustus 2020
• 10 – 12 Agustus 2020
• 18 – 19 Agustus 2020 
• 24 – 26 Agustus 2020
• 31 Agustus 2020 – 2 September 2020 
• 7 – 9 September 2020
• 14 – 16 September 2020
• 21 – 23 September 2020
• 28 – 30 September 2020 
• 5 – 7 Oktober 2020
• 12 – 14 Oktober 2020
• 19 – 21 Oktober 2020
• 26 – 28 Oktober 2020
• 2 – 4 November 2020
• 9 – 11 November 2020 
• 16 – 18 November 2020 
• 23 – 25 November 2020 
• 30 November 2020 – 2 Desember 2020
• 7 – 9 Desember 2020 
• 14 – 16 Desember 2020
• 21 – 23 Desember 2020 
• 28 – 30 Desember 2020

Investasi dan Fasilitas

• Rp 6.900.000 (Non Residential, belum termasuk pajak PPn 10%)
• Jika Perusahaan/Instansi mengirimkan lebih dari satu peserta pada judul dan tanggal yang sama maka akan diberikan potongan harga pada peserta kedua dan seterusnya masing – masing sebesar Rp 1.000.000 per peserta
• VIP training  Rp 8.900.000 (4 Hari, Non Residential dengan tambahan Fasilitas  Paket studi lapangan/ City Tour dan Belum Termasuk Pajak PPn 10%)
• Quota minimum 2 peserta
• Fasilitas: Certificate, Training Kits, Lunch, Coffee Break, dan Souvenir
• Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta

Lead Instruktur

Dr. Ir. Fauzi Hasan. MM, MBA, and Team

Untuk mengetahui Informasi jadwal training selain Online Training Certified Competency Development and Implementation Professional PT Eltasa Prima dapat dicek di link berikut: Jadwal Training 2022

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Kunjungi website Online Training PT Eltasa Prima lainnya untuk mengetahui informasi training lainnya di link berikut: www.e-trainingonline.com