Kepner-Tregoe® Foundation Course

Maximize critical thinking skills for improved service performance

The Kepner-Tregoe Foundation course provides participants with a common language in troubleshooting processes and the terminology, structure and basic concepts of the Kepner-Tregoe problem and incident management techniques: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.

The two-day course will be beneficial for service-desk staff, analysts, problem and incident managers, auditors, quality managers, operators, technicians, engineers and others responsible for customer service and support.

At the end of the course, participants will have a solid understanding of the Kepner-Tregoe structured approach to customer issue resolution, and be equipped with the knowledge needed to pass the 40-question exam, as well as receiving Kepner-Tregoe Foundation certification..

Individuals with ITIL intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA) will find the Kepner-Tregoe Foundation course extremely beneficial in improving problem and incident management.