ITIL Expert Program

  • Storage Technology
  • Managed Services ITIL
  • Host Online ITIL
  • SAS 70 and ITIL
Home » ITIL » Structured Problem Solving for the Support Professional

Structured Problem Solving for the Support Professional

analysts use an ad hoc approach to problem solving, guided by their instincts and past experience. But such an approach is inconsistent and often wastes time and resources. Structured problem solving (SPS) provides a systematic approach. 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 use 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. You will learn to harness your natural problem solving skills and successfully apply them during applicable and energizing activities. You will participate in a continuous workshop scenario intended to engage and embed each learning concept.
What You'll Learn

    Resolve more incidents on your own
    Implement a structured and proven process for troubleshooting
    Benefits of knowing and listening to customers
    Identify root causes
    Ensure your understanding of the customer's issue
    Tools that can lead to greater service excellence
    Integrate SPS into the incident management process
    Use 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 Needs to 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 who want to support their team's ability to follow the structured problem solving process

Prerequisites

There are no prerequisites for this course.
Follow-On Courses

There are no follow-ons for this course.
Course Outline
1. Defining Structured Problem Solving (SPS)

    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

2. Laying the Foundation

    Gathering Information
    Understanding Customer Competency Levels
    Listening as an Art
    Documenting in the Incident Management Process

3. Understanding and Enhancing Your Creativity

    Inhibitors to Creativity
    Sources of Creativity
    Brainstorming
    Enhancing Creativity
    Thinking Styles

4. Understanding the Structured Problem Solving Process

    Obstacles of Problem Solving
    The Value of Categorization, Prioritization, and Documentation
    Knowledge Management

5. Understanding Structured Analysis

    Root Cause Analysis
    Using Flow Charts
    Trend Analysis

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
Label: ITIL
Posting Lebih Baru Posting Lama Beranda

Popular Posts

  • Structured Problem Solving for the Support Professional
    analysts use an ad hoc approach to problem solving, guided by their instincts and past experience. But such an approach is inconsistent and ...
  • ITIL® Lifecycle Expert Program
    This intensive course is designed to fast-track your ITIL Expert certification. Through a mix of self-paced study and instructor-led trainin...
  • Kepner-Tregoe Foundation
    you will work on troubleshooting environments to develop a systematic process of problem solving when responding to incidents and problems, ...
  • ITIL® Capability Expert Program
    This intensive course is designed for you to fast-track your ITIL Expert certification. Delivered by an ITIL Expert certified instructor, th...
Diberdayakan oleh Blogger.

Translate

Copyright ©2013 ITIL Expert Program