Improve incident resolution, strengthen escalations, and build troubleshooting confidence
Talk with an expertTroubleshooting Foundations gives frontline teams the core skills needed to take control of customer issues from the first interaction. By improving the way information is gathered, structured, and communicated, teams can accelerate resolution and create smoother handovers when escalation is required.
When incidents occur, the pressure to restore service quickly can lead teams to jump to conclusions, escalate issues prematurely, or miss critical information.
The result is often:
Without a consistent troubleshooting approach, valuable time can be lost and issues can become more difficult to resolve.
EXPLORE OUR TRAINING TALK WITH AN EXPERTEffective troubleshooting isn’t about guessing the answer.
It’s about gathering the right information, understanding the situation, and following a structured process to determine the next best action.
Troubleshooting Foundations gives participants the core skills needed to contribute more effectively to incident management and problem resolution activities.
The result is a team that can:
By developing a common troubleshooting approach, organisations can improve service quality, increase efficiency, and strengthen support operations.
Learn the terminology, structure, and concepts that underpin Kepner-Tregoe’s proven troubleshooting methodology.
Develop critical thinking skills that support the effective investigation and analysis of incidents and problems.
Learn how to gather and organise information, assess impact, and determine what requires attention first.
Develop accurate problem statements that improve communication, analysis, and resolution efforts.
Provide higher-quality information to specialist teams, helping accelerate incident and problem resolution.
Learn how to coordinate resources and manage involvement effectively when responding to incidents.
Troubleshooting Foundations is designed to help participants improve troubleshooting effectiveness from day one.
By the end of the workshop, participants will be able to:
Participants leave with practical skills that can immediately improve the quality and consistency of troubleshooting activities.
Troubleshooting Foundations is designed for professionals who work in troubleshooting, support, and service management environments.
It is particularly valuable for:
Whether you’re handling customer issues, responding to incidents, or supporting service delivery, this workshop provides practical troubleshooting skills that can be applied immediately.
Organisations that implement structured troubleshooting processes often see improvements in service quality, efficiency, and operational performance.
As one organisation reported:
“Since we started using KT to improve our problem-solving operations, we have cut our costs by a six-digit figure.”
By improving the quality of troubleshooting, escalations, and problem resolution activities, organisations can reduce costs, improve customer experiences, and make better use of specialist resources.
For more than 60 years, Kepner-Tregoe has helped organisations improve problem-solving capability and operational performance.
The Troubleshooting Foundations workshop introduces the same structured thinking principles used in Kepner-Tregoe’s globally recognised problem-solving methodologies, adapted specifically for IT service management and support environments.
Rather than relying on assumptions, incomplete information, or inconsistent troubleshooting practices, participants learn a practical process for understanding incidents, gathering critical information, and supporting effective resolution.
The methodology helps create consistency across teams, improve communication, and build stronger troubleshooting capability throughout the organisation.
Today, organisations around the world continue to use Kepner-Tregoe methodologies to improve service quality, accelerate resolution times, and strengthen support operations.
2 days
In-person delivery throughout New Zealand and Australia
Led by an experienced Kepner-Tregoe instructor.
Simulator refresher training.
SIM is a web based platform with simulated case studies that replace the existing paper based case studies. They provide learning/practice for Situation Appraisal, Problem Analysis and Potential Problem Analysis.
Every organisation faces different support and service management challenges.
If you’re unsure whether Troubleshooting Foundations is the best fit for your team, we’ll help you identify the capabilities that will have the greatest impact and recommend the most suitable learning pathway.
Talk with an expert
Equip your people with the skills to analyse incidents, improve escalations, and contribute more effectively to incident and problem resolution.
Whether you’re strengthening service desk performance, improving incident management, or building troubleshooting capability across support teams, Troubleshooting Foundations provides practical skills that can be applied immediately.
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