HDI Structured Problem Solving for the Support Professional
Learn to troubleshoot effectively through presentation and interactive workshop exercises.
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.