About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Incident Management is all about being super effective with minimalistic information. The most successful incident investigators are better at asking the right questions at the right time from the right person. The way to do this is through techniques, tools, and templates that will help you leverage what you already know to maximize your own success as an incident investigator. These tools and techniques will be mastere at this two-day intensive workshop. Knowledge of the tools of "rapid investigation", understanding of how to make the best use of it and the effective implementation of core knowledge management documentationare also tenets of solid Incident Management practices. The "margin of excellence" however, is found in the investigator who understands and appreciates the usefulness of these tools and templates in a structured questioning environment and willingness to apply - at every opportunity.
This comprehensive "hands-on" two-day course offers new ways to view and address the all to familiar challenges for today's incidents. From building effective questioning drills and the ability to speak to the right people from the outset increases success in any virtual and real environment.
Utilize the KEPNERandFOURIE thinking processes & templates to:
A very popular option for accessing the tangible benefits of the KEPNERandFOURIE Incident Investigation approach and thinking skills is to deliver on-site training and on the job coaching. Bringing the training in-house gives you the opportunity to customise a program that addresses your exact challenges and provides a more personal learning experience as more than 50% of the workshop is dedicated to applying these critical thinking skills to your own work issues & challenges.
Public course Non-Member Pricing - $1750 GST incl
Public course HDAA Member Pricing - $1573 GST incl
NOTE : Usual member discounts do not apply to this course.
For more information on public course availability or on-site training
KEPNERandFOURIE Thinking Technologies traces its origins back to 1997. It was then that Dr. Chuck Kepner and Dr. Matt Fourie collaborated on the design and delivery of problem solving and decision making techniques to some of the leading companies in the world. Companies that required - better,faster, and more flexible techniques to improve performance
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER