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Workshop Summary
Incorporating best practise based around the latest IT industry standards, this practical workshop consists of a combination of lectures, discussions and syndicate exercises. Handouts are provided to improve your outlook on tackling problems and help contribute towards the organisation's overall resolution strategy.
What will the workshop give me?
It’s every organisation's goal to solve incidents at the first point of contact. The benefits are obvious:
- Reduced business impact
- Improved customer confidence
- Reduced costs
This 1-day workshop is designed for IT professionals who want to improve their problem analysis and resolution skills. The content is fully compatible with the ITIL/BS15000 Standards and Best Practice guidance. On successful completion the attendees will be able to:
- Understand the organisational implications and the supporting processes required for successful problem analysis
- Improve their approach to incident resolution & problem analysis using a proven best practice approach
- Deploy methods for removing the barriers to effective decision-making
- Improve customer communication
- Design an effective problem process
- Reduce problem re-occurrence, through root-cause analysis and identification
Problem Resolution - The 12 Key Steps to Success
Who is the workshop for?
Any support specialist or manager responsible for incident and problem resolution:
- Service Desk Specialists
- Second Line Support Staff/Technicians
- Problem Managers
- Incident Managers
Workshop Contents
- What is Problem Solving Skills & Decision Making Management?
- What skills are required?
- Using ‘Mind Map’ techniques to speed up analysis & resolution
- Problem Management in context
- Risk & impact assessment
- Customer communication
- Incident analysis and symptom matching
- Action assignment and prioritisation
- Problem reporting
- Problem target metrics
Prerequisites
Delegates are asked to either bring a problem which they have already fixed (and use it as part of the review) or one that is still outstanding and use it as part of the exercise session.
For more course information and to discuss your training requirements further, please contact us on 01344 762721 or email
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