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Kepner Tregoe ITSM Foundation Certification in Problem & Incident Management Foundation
Incident and Problem Management are at the heart of customer service and are essential to IT support organisations. Incident Management is about responding to incidents as they occur, whereas Problem Management is all about preventing such incidents from happening and minimising those that can’t be prevented.
Overview
What are the learning outcomes?
The increasing complexity of IT systems means that it is no longer appropriate to leave the troubleshooting method of the Incident and Problem Managers to chance. The Kepner Tregoe® approach to Problem Solving and Decision Making is cited in ITIL V3 to satisfy the needs of Problem Investigation and Diagnosis
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
- Handling complex issues (Situation Appraisal)
- Analysing problems (Problem Analysis)
- Making decisions (Decision Analysis)
- Avoiding future problems (Potential Problem Analysis)
Candidates will also:
- Understand how these skills assist in the delivery of ITIL Incident and Problem Management.
- Improve our ability to manage customer problems and escalations.
- Provide managers and engineers with tools to handle issues rationally
- Maximise questioning effectiveness.
- Give techniques for handling complex customer issues.
- Understand how ITSM Problem & Incident Management process fits within our jobs.
- Make progress toward resolution of several current customer issues*.
*This objective will not be met when the syllabus is completed in 3 days. Available when the syllabus is covered in 4 days or in the distance learning format.
For further information please read the syllabus
Who is it aimed at?Individuals who require a basic understanding of the 5 rational processes and how they may be used to enhance the quality of Problem Management and Incident Management within the ITIL® framework within an organisation.
IT professionals that are working within an organisation that has adopted and adapted ITIL’s Problem Management and Incident Management who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers and business process owners.
Entry Requirements:All candidates should have a basic working knowledge of IT. All candidates must have attended a Kepner Tregoe® Problem & Incident Management workshop.
Kepner-Tregoe® is a registered trademark of Kepner-Tregoe, Inc.
Book Exam
This section contains information and documents that will help you take this examination.
Structure of the Exam
- The examination consists of a one hour exam with 40 multiple choice questions.
- It will be a 'closed book' examination i.e. no notes or books will be allowed into the examination room.
- If the business language is not English, candidates sitting the examination have a maximum of 75 minutes and are allowed the use of a dictionary.
- The pass mark is 65% (26 out of 40).
Register for the Exam
Training Provider
You can obtain and submit your registration form through the accredited training provider.Public Examinations
You will need to download and complete the Registration Form and return this along with your payment method for the appropriate fee a minimum of three weeks prior to exam date. The preferred exam date should be noted at the top of the form, although this will be subject to availability.
Payment methods:
a) Cheque (made payable to BCS)
b) Visa/Access/MasterCard
c) Invoice (this must be paid a minimum of three weeks prior to the exam date)
Please note that an additional fee is chargeable for late cancellationsTraining Providers
Further information about the Kepner Tregoe® ITSM Foundation Certificate in Problem & Incident Management can be obtained from our Accredited Training Providers.