KT Frontline for ITSM & Tech Support
Workshop Overview
Kepner-Tregoe’s interactive Frontline Simulation workshop is all about learning by doing. You will learn five basic steps of troubleshooting and repeatedly practice applying the skills in our close-to-reality simulation scenarios. This technology enabled active learning environment delivers minimum theory and maximum application to increase confidence in troubleshooting.
Audience: KT Frontline is our most introductory level troubleshooting workshop. It is ideal for anyone whose responsibilities include reacting to and solving problems on the spot and escalation to experts, when necessary.
Examples: Frontline Service and Support Engineers, Service and Help Desk staff.
Key Benefits
Reduce resolution time
Start troubleshooting at the first point of customer contact and improve your first-time fix rate by gathering quality data right from the start and knowing how to zero in on the most likely possible cause.
Increase customer satisfaction
Provide customers with a superior experience without wasted effort and through more effective incident assessment and investigation.
Real results, after just one day
Learn and repeatedly practice essential troubleshooting concepts in an interactive simulation, equipping you with the skills and confidence you need to immediately improve your day-to-day problem solving.
Escalate more effectively and improve the end-to-end service process
Learn a structured approach to data collection and documentation that will enable a more effective end-to-end troubleshooting process. Eliminate redundant questions and confusion when issues are escalated – which will help to reduce overall resolution time and increase quality and team morale.
Skills Developed
- Define, clarify, and prioritize issues
- Ask core questions to uncover critical data required for troubleshooting effectiveness
- Ability to accurately describe issues and structure documentation to guide next steps
- Learn the secret to great troubleshooting – comparing “what is working” to “what is not working”
- Identify the most likely cause by assessing possible causes against facts
Workshop Details
Duration: 1 Day
Certification Credits: .7 CEUs / 7 PDUs
Prerequisite: none
Training Options: Available as a Public Session or as on-site group training at your location