Working with KT

KT ITSM Problem & Incident Management Workshop
An approach aligned with ITIL® to improve service and support

The “nuts and bolts” of Problem and Incident Management in IT Service Operations

Incident and Problem management are at the heart of customer support and are essential to support organizations transitioning to ITIL V3.  Our systematic approach is used by IT Service Management to reduce Time-To-Close, increase First Time Fix rate, reduce No Fault Found, increase Customer Satisfaction and lower the cost of operating their organization.  Learn the tools that are heralded as best practices for improving the performance of the support organizations.

WORKSHOP DESCRIPTION

KT ITSM Problem & Incident Management covers the core critical thinking skills of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis in an IT Service Operations environment.   You will also learn proven tools and techniques for the implementation of KT’s processes into an IT support organization to improve its performance.  This workshop will prepare students for the ISEB Foundation Examination in KT ITSM Problem & Incident Management.

WHAT YOU WILL LEARN

During this workshop you will learn the topics that will prepare you for the ISEB Foundation Examination in KT ITSM Problem & Incident Management. Topics include the core concepts of the rational processes of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.  You will also learn KT’s Performance System model, a Service Desk analysis process and models and pre-requisites for successful implementation of KT’s processes in an IT Service Operations environment.

You will have the opportunity to take the ISEB examination at the end of the workshop where available or through ISEB’s affiliation with the Prometric testing network at invigilated examination centers located worldwide.

WHO SHOULD ATTEND

Service and support professionals participating in or charged with improving incident and problem management according to ITIL standards.  Managers seeking ways to build customer value and business results through service and support. 

(Alumni of the KT ResolveSM, ATS or PSDM workshops in an IT environment looking for external accreditation as independent proof of their knowledge of KT’s rational processes are invited to take the examination portion)

ISEB Examination

You will have the opportunity to take the ISEB examination at the end of the workshop where available or through ISEB’s affiliation with the Prometric testing network at invigilated examination centers located worldwide. Please see the ISEB site at www.bcs.org/iseb/ktpim

To learn more or to request in-company training:
 

Public Workshop Schedule      Flexible Learning

* ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries