Through presentation and interactive workshop exercises, this course explores the major areas that affect an analyst's and technician's ability to troubleshoot effectively. Often, analysts use an ad hoc approach to problem solving using their instincts and past experience to guide them. This approach is inconsistent and often wastes time and resources.
Structured problem solving provides a systematic approach to advance from the identification of a problem to the solution. It includes defining, describing, establishing possible causes, testing the most probable cause and verifying the true cause. When integrated into the incident management process, analysts and technicians can leverage proper questioning skills, critical and creative thinking skills, knowledge capturing skills, and diagnostic skills to solve incidents and problems efficiently and accurately.
This dynamic course focuses on the value of a structured, consistent problem solving process. Learn to harness your natural problem solving skills and successfully apply them during applicable and energizing activities. During this two-day course, course participants will participate in a continuous workshop scenario intended to engage and embed each learning concept.
What You Will Learn
- Resolve more incidents on your own
- Implement a structured and proven process for troubleshooting
- Explain the benefits of knowing and listening to customers
- Identify root causes
- Ensure your understanding of the customer's issue
- Use tools that can lead to greater service excellence
- Explain how structured problem solving integrates into the incident management process
- Leverage open- and closed-ended questions properly
- Capture information in a journalistic style
- Document specific types of details throughout the problem solving process
- Generate knowledge documents with greater ease
Who Should Attend?
- Technical support staff who need to learn how to resolve incidents and/or problems following a structured problem solving methodology
- Team leads and managers that want to support their team's ability to follow the structured problem solving process
Unit 1: Defining Structured Problem Solving
- The concept of structured problem solving
- Your natural approach to problem solving
- The structured problem solving process
- Different applications of problem solving
- The concept of total contact ownership
Unit 2: Laying the Foundation
- Gathering information
- Understanding customer competency levels
- Listening as an art
- Documenting in the incident management process
Unit 3: Understanding and Enhancing Your Creativity
- Inhibitors to creativity
- Sources of creativity
- Enhancing creativity
- Thinking styles
Unit 4: Understanding the Structured Problem Solving Process
- Obstacles of problem solving
- The value of categorization, prioritization, and documentation
- Knowledge management
Unit 5: Understanding Structured Analysis
- Root cause analysis
- Using flow charts
- Trend analysis
Unit 6: Enhancing the Customer Experience with SPS
- Total contact ownership
- Status updates
- Apply and verify the solution
- Close the incident / problem
- Follow up
- Continuous service improvement
$1,395 | Price:
These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
- Minimize the impact on your daily schedule by only training eight hours a day for two days.
- Learn only what you need to with targeted, topic-specific courses.
- Ask questions and interact with the instructor.
$1,395 | Price:
Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
- Maintain adequate coverage in your support center by staggering training dates.
- Focus on learning by being out of the office.
- Structured discussions facilitate networking and learning from real-world experiences.
- To learn more about public classroom training, contact an account manager or call 1.800.248.5667.
View the Public Classroom FAQs.
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
- Control class size and pick training dates that accommodate your business schedule.
- Focus on your organization’s key issues and pain points.
- Save money. With groups of eight or more, this option is often more cost effective.
- To learn more about this program, contact an account manager or call 1.800.248.5667.
HDI offers courses in cities throughout North America. Don’t see a class near you
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