Resolve problems faster, improve IT stability, and reduce business disruption
Talk with an expertKepner-Tregoe’s Problem Management four-day training provides a proven, systematic approach to troubleshooting technical and IT issues. Using an ITIL-recognised methodology, participants learn how to identify root causes faster, reduce time to resolution, and improve the consistency and quality of problem management across the organisation.
When critical incidents occur, the immediate focus is often on restoring service.
But if underlying problems aren’t properly investigated and resolved, the same issues continue to return, creating ongoing disruption for customers, support teams, and the business.
Organisations can find themselves dealing with:
Without a structured approach to problem management, teams can spend valuable time addressing symptoms instead of resolving causes.
EXPLORE OUR TRAINING TALK WITH AN EXPERTEffective problem management requires more than technical expertise.
It requires a repeatable process that helps teams analyse information, identify root causes, evaluate solutions, and prevent issues from recurring.
Kepner-Tregoe’s Problem Management three-day workshop equips participants with a structured, critical-thinking approach that improves the quality, consistency, and speed of troubleshooting activities.
The result is a team that can:
By creating a common problem-solving language, organisations can improve the flow of information, strengthen knowledge sharing, and build greater consistency across support teams.
Learn how to evaluate issues based on impact and urgency, ensuring effort is focused on the highest-priority problems.
Develop techniques for collecting, organising, and analysing critical data that supports effective troubleshooting.
Use a structured troubleshooting methodology to move beyond assumptions and validate the true cause of problems.
Evaluate potential solutions objectively and identify the most appropriate corrective action.
Learn how to apply different troubleshooting strategies depending on whether issues are recurring, new, or associated with start-up conditions.
Strengthen stakeholder communication, resource management, and collaboration from investigation through to resolution.
Problem Management 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 incident resolution, problem management, and service reliability.
Problem Management is designed for professionals responsible for investigating, managing, and resolving technical issues and recurring incidents.
It is particularly valuable for:
Whether you’re responsible for service quality, operational stability, technical support, or problem resolution, this workshop provides practical skills that can be applied immediately.
Kepner-Tregoe’s Problem and Incident Management methodologies have helped organisations improve service performance, reduce operational disruption, and strengthen customer outcomes.
Organisations using structured problem management approaches have achieved outcomes such as:
These outcomes demonstrate the value of systematic troubleshooting and effective problem management in reducing business impact and improving service performance.
For more than 60 years, Kepner-Tregoe has helped organisations solve complex technical and operational challenges through structured problem solving and decision making.
The Problem Management methodology combines proven troubleshooting techniques with critical-thinking processes that help teams analyse problems objectively, identify root causes, and implement effective solutions.
Rather than relying on intuition, incomplete information, or repeated escalation cycles, participants learn a disciplined approach that improves troubleshooting quality and creates consistency across teams.
The methodology is recognised within ITIL frameworks and supports organisations seeking to improve incident management, problem management, service quality, and operational stability.
Today, organisations around the world continue to use Kepner-Tregoe methodologies to improve reliability, reduce service disruption, and strengthen problem-solving capability.
Explore the Kepner-Tregoe
4 days
Available as a public course or private group training for your organisation.
In-person delivery throughout Australia and New Zealand
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 service management and operational challenges.
If you’re unsure whether Problem Management 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 a proven methodology for troubleshooting technical issues, identifying root causes, and improving service stability.
Whether you’re focused on reducing recurring incidents, improving service performance, strengthening IT operations, or building more consistent troubleshooting practices, Problem Management provides practical skills that can be applied immediately.
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