Systematic problem solving is one of the essential skills that organizations look for these days.
Those who know how to approach an incident and solve it the "first time every time" are far ahead. Their learning path keeps growing and enables these professionals to succeed both personally and professionally.
Systematic problem solving applies to all IT disciplines and brings all the skills of different disciples together with a standard process and language to resolve incidents and avoid “trial and error” attempts. The KEPNERandFOURIE® methodology shared during this course goes hand in hand with Incident and Problem Management. This foundation course will enable you to utilize the KEPNERandFOURIE® methodology effectively. The methodology will enable you to find the correct starting point for investigation, identify the core issues in problem situations, determine the actual cause of an incident, and deliver the right solutions. The course will introduce you to a series of situation-specific ‘can’ critical questions that will help you generate mutually agreed solutions for everyday and unique IT problem situations.
In addition to the knowledge of the concepts, combining factual data, intuition, and experience is critical for successful problem-solving practices. It helps you to do a powerful realization of what is 'missing.’
Course & Learning Objectives
At the end of this course, you will be able to:
Generate and identify the core issues represented in any Incident Situation.
Generate an accurate Problem Statement, which would enable the investigator to address the correct incident situation.
Use a set of questions to gather the relevant incident information to serve as the basis for a systematic analysis and verification of a cause.
Identify and verify the correct technical cause with its root cause.
Develop solutions for cause removal and solve seemingly unsolvable issues in an incident/problem situation.
Identify risks represented in an action or decision/plan to be implemented.
Utilize tools to improve collaboration across silos and virtual collaboration across time zones.
2-day training with exam at the end of the training
Module 1: Course Introduction
Module 2: KEPNERandFOURIE® Fundamentals
Meaning of Process Thinking
The Three Skill Sets
Levels of Problem Solving
Module 3: PriorityWise
State the Situation
List Issues, Challenges
Plan of Action
Module 4: CauseWise
State the Incident
List Incident Detail
Confirm Technical Cause
Testing Technical Cause
Verify Probable Cause
Module 5: SolutionWise Max4TM
State the Purpose
Identify Solution Requirements
Generate & Evaluate Actions
Develop the Solution
Module 6: RiskWise
State the Situation
Identify Potential Problems
Risk Area Analysis
Develop Action Plan
Who should attend?
Problem Solvers/Incident Managers
Anyone working in an Agile or DevOps team
There are no formal prerequisites for this course. However, it is recommended that you have completed the KEPNERandFOURIE® Foundation training before taking the exam.
About the Examination
The KEPNERandFOURIE Foundation exams are delivered by Institute of Professional Problem Solvers (IPPS). The participants and training organizations can attain the vouchers for the exam through ITpreneurs.
Delivery:Online and Paper-based
Format:Closed-book format (participants may bring process question cards either physical or eBook)
Duration:60 minutes, 15-minute additional time for non-native candidates
# of questions:40, simple multiple choice (1 mark per question)