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Course Specifics

Duration: 3 Day (24 hours)
Instructor: Marcel Foederer
Class Size: 3 - 12
You will learn:
  • Systematic problem solving for ITIL
  • The KEPNERandFOURIE® methodology

Course Information

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 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 also 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. 

Learning Objectives

At the end of this course, participants will be able to:

  • Understand the key concepts of the KEPNERandFOURIE® methodology
  • Find the correct starting point for investigation
  • Identify the core issues in problem situations
  • Determine the actual cause of an incident
  • Deliver the right solution to resolve company incidents
  • Create solutions for everyday and unique IT problem situations

Basic familiarity with IT service delivery is beneficial but not required for the completion of this course.

Target Audience

Our ITIL 4 Problem Solving course fundamentally targets the participants in the IT and business domains who wish to learn problem solving tactics in service management. It is also great for those who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about problem-solving strategies. This course benefits roles such as:

  • Business Managers
  • Business Process Owners
  • DevOps Team Members
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Course Instructor

Marcel Foederer

Head Trainer ITIL,ITIL 4
Lead Architect of the global best practices committee for ITIL (AXELOS)
Author: ITIL 4 Foundation
Author: Direct, Plan and Improve