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

The Foundation course is beneficial to individuals who want to be trained and certified in a best practice recommended for Problem Analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL® Service Operation publication).

 Other core benefits of the Foundation course are:

  • Establishing a common language in troubleshooting that ensures consistency in customer support in a Service Management environment
  • Introducing structured critical thinking techniques to analyze problems, make decisions and proactively avoid problems
  • Using a systematic approach independent of technical expertise

Audience:
The Kepner-Tregoe Foundation course will be of interest to individuals who:

  • Want to be certified by Kepner‐Tregoe as ‘Kepner‐Tregoe Foundation certified’
  • Seek to attend the two-day Kepner-Tregoe Advanced Workshop to learn to implement  the concepts they learnt in the Foundation course to improve Incident Management and Problem Management
  • Typical roles are (but not limited to): roles that provide first‐line support, service‐desk staff, Analysts, Problem Managers, Incident Managers, Auditors, Quality Managers, Operators, Technicians and Engineers

About Kepner-Tregoe:
Founded in 1958, Princeton, N.J.-based Kepner-Tregoe is the international leader in developing the critical thinking skills of people. Kepner-Tregoe is a global leader in improving the business performance of clients through proprietary organizational transformation and trouble shooting methodologies. This proven methodology has been used to maximize service performance at global organizations including NASA, IBM, Sun Microsystems, RIM and Siemens.

Prerequisites: 

There are no prerequisites to attend this course

Outline of the Kepner–Tregoe Foundation course:

  • Introduction to Kepner‐Tregoe rational process: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis
  • Situation Appraisal –‐ The definition of an incident and a concern. How to “List Threats and Opportunities“, “Separate and Clarify“, “Set Priority“, “Plan Next Steps“ and the role of questioning in Situation Appraisal
  • Problem Analysis –‐ The Kepner–‐Tregoe definition of a problem. How to “Describe Problem“, “Identify Possible Causes”, “Evaluate Possible Causes“, “Confirm True Cause“, explain the role of questioning in Problem Analysis.
  • Decision Analysis: The definition of a decision. How to “Clarify Purpose“, “Identify Alternatives“, “Evaluate Alternatives“, “Make Decision”. The role of questioning in Decision Analysis. How to effectively “Present Recommendations“ and “Assess Recommendations“
  • Potential Problem Analysis –‐ The definition of an action and a plan. How to “Identify Potential Problems“, “Identify Likely Causes“, “Take Preventive Action“, “Plan Contingent Action and Set Triggers“. The role of questioning in Potential Problem Analysis.

Course Organizational Logistics:

  • The recommended class size is 12. A maximum of 16 candidates can attend this course with one trainer, more candidates require a second trainer. It is not advised to run courses with less than 6 candidates
  • Classroom with U- ‐shaped seating arrangement, whiteboard, flipchart and projector

Course Material provided to participants

Participants receive:

-          Student Workbook

-          Student job aids

-          Case Studies

About the Examination:

  • In order for participants to be eligible to take the Kepner-Tregoe Foundation exam, they have to participate in an accredited Kepner-Tregoe Foundation training course for 2 days
  • The  40‐question multiple‐choice exam is a closed-book online exam that will test your understanding of the contents of the Kepner-Tregoe Foundation course syllabus
  • Exam duration is a maximum of 60 minutes for all candidates
  • Pass score is 28/40 (or 70%). No negative marking
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Mini-currículo do Coordenador Pedagógico
Luiz Cláudio Belmonte  
  • MBA, ITIL, COBIT TCP, CLOUD TCP , ITMP, CSM.
  • Sócio-Diretor da Belmonte Consulting.
  • 28 anos de experiêcia na área de TI.
  • Professor Universitário nos cursos de Graduação e Pós-Graduação em , Planejamento Estratégico, Gerenciamento de Projetos , Governança de TI , Gestão de Tecnologia e Gestão de Projetos em diversas instituições de ensino como: Uni9, UNIP, BI (Business International), entre outras.
  • Atualmente atua como consultor de projetos e na implementação de Governança de TI (COBIT e ITIL).
  • Ministra cursos abertos e fechados de COBIT, ITIL , BSC e SCRUM, com foco na certificação.
  • Proferiu diversas palestras no mercado sobre Governança de TI e Planejamento Estratégico, entre elas podemos citar: FSA (Fundação Santo André), TMKT , Amcham-Goiânia, Prefeitura de Guarulhos , Fiocruz-RJ.
  • 13 anos de experiência gerenciando projetos em diversos segmentos de mercado, utilizando a metodologia PMI.
  • Participou de projetos de Planejamento Estratégico, Gerenciamento de Projetos, Gestão de Custos, Organização de Processos e Integração de Sistemas em órgãos do governo, como: SEP, Metrô-SP, Fundação Paula Souza, FDE, CPTM, FIPE e atualmente no SESC-GO.