Troubleshooting and Problem-Solving Bootcamp

The Troubleshooting and Problem-Solving Bootcamp equips IT professionals with practical techniques for diagnosing complex issues, identifying root causes, and resolving problems more efficiently. Through hands-on exercises and proven methodologies, you'll develop a structured troubleshooting process you can apply to real-world support challenges from day one.

• ⏱️ 2 Days

• 📅 April 26-27, 2027

• 🏅 Certification Included

• 💲$2,099
  
  

Key Takeaways from the Troubleshooting and Problem-Solving Bootcamp

• 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