Problem Solving in IT Support

Course title

Problem Solving in IT Support

Overview

Developing professional problem solving skills that will improve problem resolution and maximise customer satisfaction.

Objectives

Use a systematic problem solving process

Establish problem causes as well as symptoms

Solve problems as well as fixing faults

Find more creative and robust solutions to technical problems

Produce contingency plans to minimise risks during problem resolution

Content

What makes a good problem-solver?

Barriers to effective problem-solving

Problem recognition and definition

       Information collection

       Brainstorming techniques

       The problem definition

Problem cause analysis

       Uncovering causes

       Option evaluation

       Verification and testing

Developing the resolution approach

       The solutions hierarchy

       Considering the problem impact

       Evaluation and decision-making

The resolution plan

       Elements of the plan

       Gaining acceptance and agreement

       Contingency planning

Keeping the customer informed

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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