Problem Solving

for ITIL (KnF)

MAster Class


Most people and organizations viewed ITIL v3/2011 as process-centric. What they rarely recognized was that ITIL wasn’t about processes; ITIL described a management system for services.

ITIL 4 is value-centric. The focus is on the perceived value delivered by both products and services. ITIL 4 presents the service value system that includes guiding principles, governance, the service value chain, practices and continual improvement.

While there are vast improvement in ITIL 3 to ITIL4, there are still many challenges to identify Root Cause investigations and problem solving in IT Service management. This is where our Master Class workshop plays a big role in filling this gap. Root cause investigations are all about being efficient and effective when digging deeper into incidents in a structured and repeatable way. The most successful problem investigators are better at asking the right interrogative questions to the right people in an investigative way to get the right answers. This is the key benefit of this masterclass.  

Upcoming Classes

23-24 Oct 2019
Cut Off Date
09 Oct 2019
Class Time: 9am - 6pm
Course Fee
ITSMF/SPMI/ITMA Members (enjoy 10% off)

Corporate Client (min 3 pax and above enjoy 15% off)



  • For enquiry, please call Khristine @ +65-31591104 or email for more details. Term and Condition applies
Learning Outcomes

  • The realization that even a complex incident can be reduced to one OBJECT and one FAULT

  • A well proven and tested “FACTOR ANALYSIS” that provides the guidelines and increased confidence in using a systematic and repeatable investigation approach that works.

  • Remove irrelevant information very early in the investigation process, which eliminates “trial & error” attempts.

  • The absolute importance of asking the “right question from the right person to get to the right factual data”.

  • The realization that a minimalistic approach with “relevant data” can provide much faster and more accurate answers than an aimless brainstorming or “health check” exercise.

  • The understanding that there is a major difference between “Technical Cause & Root Cause” and that this single fact is the key to success

Our Trainer:
DR. MAT-THYS FOURIE - Problem Solving Coach

Dr. Mat-Thys Fourie (aka Matt) co‐founded Thinking Dimensions with Chuck Kepner in 1997. Together they developed the KEPNERandFOURIE™ Thinking methodology ( His primary focus is on product design and managing the international network across 20 countries. This is supported by solution design, facilitation and capability development in the areas of process improvement, ITIL Continual Service Improvement Management, Lean‐Sigma and general problem solving practices. The main area of his work experience is in addressing client issues with customized programs and transferring this expertise in‐house. He is a noted public speaker, having made presentations in the US, Europe,  Asia  and  Africa. He  still  enjoys  teaching  others  the  hands‐on  application of his thinking technology. BMW, VW, 

Kimberly‐Clark, Gillette, Philips, Cadbury, Macquarie Group IT, SITA, BT Financial IT, RBS, SC, Westpac IT and Unisys are only some of his recent international clients he has consulted with. He has coached and taught leaders at all levels of organizations. From the boardroom to client interface to the factory floor, Dr. Fourie’s high energy, participative style has challenged and inspired leaders in four continents.

Video of Dr. Mat-Thys Fourie

3 Fraser Street, Duo Tower

Level 08-21 

Singapore 189352

Tel: +65-68281418


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