HDI Structured Problem Solving for the Support Professional course

HDI Structured Problem Solving for the Support Professional

Course Overview:

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.

Course Objectives:

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
Course Pre-Requisite

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
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 2 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2000.00 US

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