Workshop Overview

Maximize your approach to troubleshooting with Kepner-Tregoe’s High Severity Incident Management workshop. Designed for graduates of the KT Foundations workshop, this course is offered through ITpreneurs for learners looking to bring higher quality, more consistency, and greater speed to the customer interaction process by improving the underlying quality and consistency of troubleshooting. Our ITIL-recognized approach helps you restore service more effectively, while managing risk and communicating confidently under pressure.

Audience: Designed for graduates of the Kepner-Tregoe Foundations workshop. Beneficial for service desk staff, analysts, quality managers, problem and incident managers, auditors, technicians, engineers, and others responsible for customer service and support. Also beneficial for individuals with ITIL® intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA).

Key Benefits

Use a consistent, quality process under time-pressure to appraise the situation, analyze the problem and offer a detailed decision analysis “at speed” to drive a structured service restoration under pressure

Advanced Incident Management techniques to manage the “end-to-end” process of service restoration

Understand the value of visible information. “Dash-boarding” to stay abreast of all issues and diagnostic activities
 

Skills Developed

Through Kepner-Tregoe’s High Severity Incident Management workshop, you will learn how to:

  • Lead and facilitate the incident resolution process
  • Identify, log, categorize and prioritize incidents through excellent situation appraisal & questioning
  • Communicate relevant information to stakeholders throughout the life-cycle of an incident  
  • Provide sound documentation and follow-up
  • Improve the consistency and efficacy of your approach to incident management

Return on Investment

  • Decreased Mean Time to Restore
  • Reduced variation
  • Increased First-Time-Resolution Rate
  • Reduced number of escalations
  • Improved customer satisfaction
  • Greater IT stability and production uptime

Workshop Details

Duration: 2 days

Prerequisite: Kepner-Tregoe Foundations workshop

Learning Tools: All workshop attendees will receive access to online post-workshop learning support tools (worksheets, tips, tricks, and more) with a My KT membership

Training Options: Available either as group training conducted at your location  

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