Problems – Analysis and Solving skills (Ref Mvl-315)
Duration: 1 Day

Problem Management
Most organizations currently manage problems reactively. They must now move to a state of proactive maturity regarding problem management resources & definelrefine their processes to proactively reduce outage & avoid incidents. Through to 2004, 50% of organizations will mature their problem management processes, evolving proactive management, Meta Group.

Course Description
It’s every organizations goal to solve incidents at the first point of contact. The benefits are obvious:

• Reduced business impact

• Improved customer confidence

• Reduced costs

This action packed 1-day workshop is designed for IT professional who want to improve their problem analysis and resolution skills. The content is fully compatible with the ITIL/ISO 20000 Standards and best practice guidance. On successful completion the attends will be able to:

• Understand the organizational implications and the supporting process required for successful problem analysis.

• Improve their approach to incident resolution & problem analysis using a proven best practice approach.

• Deploy methods for removing the barriers to effective decision-making.

• Improve customer communication.

• Design an effective problem process.

• Reduce problem re-occurrence, through root-cause analysis and identification.

The 12Key Steps to Success



Structure

The course consists of a combination of lecturers, discussions and syndicate exercises. Course handouts will be provided that will improve your outlook on tackling problems and help contribute towards and organization’s overall resolution strategy.

Who should attend

Any support specialist or manager responsible for incident and problem resolution:

• Service desk specialists
  

• Second line support staff/technicians
  

• Problem managers
  

• Incident Managers

Workshop Content

• What is problem solving skills & Decision making management?
  

• What skills are required?
  

• Using Mind Map techniques to speed up analysis & resolution
  

• Problem Management in context
  

• Risk & Impact assessment
  

• Customer communication
  

• Incident analysis and symptom matching
  

• Action assignment and prioritization
  

• Problem reporting
  

• Problem target metrics