Dee Smith and Associates is excited to offer the Kepner-Tregoe Foundation Course, which introduces a systematic approach to troubleshooting and resolving customer issues faster and more effectively for improved customer satisfaction.

No more "trial and error". Structured critical thinking techniques help organisations to make better decisions and proactively analyse and avoid problems.

Kepner-Tregoe methodology: best practice recommended by ITIL The Kepner-Tregoe problem analysis method is recommended as a best practice in the official ITIL Service Operation publication. For more than 50 years, Kepner-Tregoe has used its breakthrough methodology to maximise service performance at global organisations including NASA, IBM, RIM and Siemens.

Two notable examples for the Kepner-Tregoe methodology at work:

* Root cause analysis of the problem aboard Apollo XIII
* Restoration of normal service to millions of BlackBerry users after the three-day outage in October 2011

Kepner-Tregoe Foundation Course

This course introduces you to a systematic approach to problem solving. You will develop the core critical thinking skills of situation appraisal, problem analysis, decision analysis and potential problem analysis, and ensure that participants understand how these skills can be applied for troubleshooting, independent of underlying technologies.

Prerequisites:

There are no prerequisites to attend the course and it is open to anyone who works in troubleshooting or customer-support. Individuals with ITIL intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA), especially Problem and Incident Managers, will find the Kepner-Tregoe Foundation course extremely beneficial to improving problem and incident management performance.

For more details please e-mail us at: info@deesmith.co.za
Alternatively you can visit our Web site: www.deesmith.co.za

Editorial contact:
Lee Smith
Director: Data Centre Services and Training
(+27) 083 307 0137
lee@deesmith.co.za