Structured Problem Solving for the Support Professional

$1,495.00


  • Classroom

  • Onsite

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Duration: 2 Days

Often, 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 Will 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

Audience

  • 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

Prerequistes

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

Course Labs