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of organisations use remote control technologies to provide support.

Source: HDI

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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 Course

Enhance the Critical Thinking of your 1st Line Troubleshooters

"Ask the right question from the right person to get the right answer!" - KEPNERandFOURIE

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.

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Utilize the KEPNERandFOURIE thinking processes & templates to:

  • Frame the incident statement correctly
  • Question the 'fault' to enable the team to solve the correct fault
  • Perform the incident triage quickly and correctly
  • Identify the correct information sources to provide critical information
  • Reduce the restoration investigation cycle by at least 60%

Who Should Attend

  • Major Incident Managers 
  • Help Desk and Service Desk Staff
  • Any Support Staff

On-Site/Inhouse Training Option

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.

View Public Training Dates 

Contact Us

For more information on public course availability or on-site training

Email Us    or    Phone 1300 130 447

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