Trouble Shooting and Problem Solving

Problem-solving is a critical skill in today’s fast-paced and complex environments, especially when it comes to troubleshooting and resolving issues effectively. This course dives deep into proven strategies and techniques for troubleshooting, structured problem-solving approaches that align with any service management methodology, and methods for performing root cause analysis. Participants will explore various problem-solving methodologies, learn when and why to use them, and gain practical, hands-on experience by applying these techniques to real-world scenarios.

• Monday, May 4 - Tuesday, May 5
• Certification Exam Included
• $2,099

Key Skills You’ll Gain from This Leadership Course

The competency of problem-solving as a skill and how the skill is involved in the processes of troubleshooting and problem-solving:

• Trouble shooting strategies and techniques that work
• Structured problem-solving approach that works with all service management methodologies
• Techniques for performing root cause analysis
• Introduces various methodologies for problem-solving approaches and when/why it’s best to use one approach over another
• Explores a variety of techniques that can be used when troubleshooting or problem-solving, including how, when, and why to use them
• Hands-on application throughout the course, where participants are applying the new technique or approach to a scenario or example

Who Should Attend

• Support Center, Service Desk, Technical Support Analysts, Technicians, Desktop staff who want to focus on problem solving and trouble shooting skills to enhance and improve performance.
• This is the next course for any HDI student who has taken CSR, SCA, and/or DAST.

Course Includes

Instruction, and online certification exam.

Unit 1: Problem-Solving Skills

• Overview
• Problem-Solving Skills
• Your Problem-Solving Approach
• Identify Obstacles
• Tips for Improving Problem-Solving Skills

Unit 2: The Art of Troubleshooting

• Troubleshooting
• Steps for Effective Troubleshooting
  Questioning Skills
  The Five W's & H Technique
• Troubleshooting Challenges
  A Team Approach to Troubleshooting

Unit 3: Using a Structured Problem-Solving Approach

• From Troubleshooting to Structured Problem-Solving
• Introduction to Structured Problem-Solving
• The Phases of a Structured Problem-Solving Approach
• Avoid Common Pitfalls

Unit 4: Getting to the Root of the Problem

• Getting to the Root of the Problem
• Root Cause Analysis (RCA)
• Problem-Solving Techniques
  Brainstorming
  Five Why
  Ishikawa "Fishbone" Diagram
  Affinity Diagram
  Pareto Analysis
  Flow Charts

Unit 5: Problem-Solving Methods

• The Difference Between an Approach, Technique, and Method
• Problem-Solving Methods
  Appreciative Inquiry
  Chronological Analysis
  CATWOE
  The Kepner-Tregoe Method