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.
There are no prerequisites for this course.
2 Days/Lecture & Lab
This course is designed for: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
- Defining Structured Problem Solving
- Laying the Foundation
- Understanding and Enhancing Your Creativity
- Understanding the Structured Problem Solving Process
- Understanding Structured Analysis
- Enhancing the Customer Experience with SPS