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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

Problem Management Training

Find the Root Cause the First Time, Every Time


Problem Management is all about being super effective with diggingdeeper into incidents and problems experienced. The most successful incident investigators are better at asking the right questions, using a systematic investigative style and has the ability to dig deeper using well phrased interrogative questions. The way to do this is through techniques; tools and templates that will help you leverage what you already know to maximise your own success as an incident investigator. 

This comprehensive "hands-on" two-day course offers new ways to view and address the all to familar challenges for today's problem tickets. From building effective questioning drills, understanding the components of "human error" and the ability to speak to the right people from the outset, increase success in any virtual and real environment.

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Utilise the KEPNERandFOURIE thinking processes and templates to:

  • Frame the problem statement correctly
  • Improve the accuracy of the information by doing a "technical cause" first
  • Solve the incident permanently by finding the most specific and appropriate root cause
  • Identify the correct information sources to provide critical information
  • Reduce the problem cycle time by at least 60%

Who Should Attend

  • Problem Managers
  • Any Support Staff i.e  Analysts, Team Leaders

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.

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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