The course provides the student with structured incident investigation methodologies. Techniques involve first correctly stating the problem or issue, followed by the gathering of relevant facts, and concluding with an intuitive analysis of suggested solutions. In this course, the student will not only learn the techniques but be given tools to repeat the process and guide others in the workplace as well.
- Solve IT issues faster, more efficiently, and more economically
- Incorporate specialized critical thinking and problem solving techniques through the use of real world examples and case studies
Who This Course is For:
- IT Professionals
- Problem Managers
- CSI Managers, Systems Engineers
- Tech Support and Support Desk Pros
- Incident and Event specialists
- Database Developers
- Cloud Professionals
- Mobility Specialists
- Unified Communications and Other Network Specialists
There are no prerequisites for this course.
Course participants who successfully complete this class earn a Certificate of Completion and qualify for points toward their Badges on the Leadership Elevation Framework.
Peter Kennedy is an experienced professional specializing in IT Service Management training and consulting with core focus on Problem Solving, Continual Service Improvement, and process implementation. Peter leverages the KEPNERandFOURIE™ thinking methodologies to drive organizational performance through the application of effective processes. Peter’s primary focus is training, facilitation and capability development in the areas of process implementation and improvement, problem solving, and the core competencies of IT Service Management.
Pam Erskine has more than 15 years of leadership experience in IT and service transformation with responsibility for providing best practice, thought leadership, and guidance relating to IT service management. She is the author of ITIL® and Organizational Change, which analyzes some of the reasons why organizations fail to realize the benefits of ITIL® and offers practical ways to avoid these pitfalls and improve adoption. She has led a number of IT transformation initiatives with measurable results in customer satisfaction, efficiency and effectiveness.
Juan Fourie brings infectious enthusiasm, energy and keen insight to his role as an instructor of the KEPNERandFOURIE process. He combines his experience as a developer and IT Consultant with his deep understanding of the KandF methodology to help students learn and apply the KandF tools for spectacular results.
He completed his Bachelors of Science degree in Computer Sciences at the University of Johannesburg in 2007. During this time, he was employed by several small to medium IT companies in South Africa where he specialized in web development and network applications.
“Directly after this training we resolved a long outstanding issue in a libraries database that saved nearly the cost of 3 full time employees who had been working solidly keeping a workaround going for the past 6 months.”
“By implementing these problem solving techniques, and training the complete workforce, we will double the intelligence capacity of the group!”
“Prior to our use of Kepner and Fourie CauseWise and SolutionWise, it took us from 2 weeks to several months to “turn around” a plan of action to improve our processes and prevent re-occurrence. That time has been reduced to less than one week on complex issues. On non-complex issues, the turn-around time for “return to work” with the solution buy-in has been reduced from >12 hours to 1.5 hours.”
OMNIKRON CERTIFIED PROFESSIONAL PROBLEM SOLVER
This certification is proudly awarded to students who successfully complete the CALIBRATE coursework in Omnikron’s Leadership Elevation Framework. [The Leadership Elevation Framework is a trademarked Omnikron methodology]. Omnikron’s proprietary and industry-best-practice assessments provide valuable insights about one’s learning style, problem-solving prowess, leadership, and negotiation acumen. The CALIBRATE stage also includes training in KEPNERandFOURIE complex problem solving and strategic decision-making skills. Problem Solvers who have been awarded the PROFESSIONAL PROBLEM SOLVER CERTIFICATE and badge have taken at least one of the Kepner and Fourie classes including; Advanced Problem Solving, IT Root Cause Analysis, Strategic Decision-Making for High Velocity Teams, Fast Track to the C-Suite or other KandF bundle depending on personal and departmental goals.