Diag­nos­tic Troubleshooting™

Improve the tech­ni­cal trou­bleshoot­ing abil­i­ties of tech­ni­cians at all lev­els of your sup­port orga­ni­za­tion. With Diag­nos­tic Trou­bleshoot­ing™, your tech­ni­cians will learn to apply a clear, log­i­cal, and sys­tem­atic approach to trou­bleshoot­ing. The result? Reduced esca­la­tions. Improved time to res­o­lu­tion. Bet­ter teamwork.

This inter­ac­tive, 12-hour work­shop incor­po­rates real-life case stud­ies from your com­pany in order to anchor the key con­cepts learned in train­ing to per­for­mance on the job.

This course is pre­sented either via blended learn­ing (which include on-line mod­ules and follow-up class­room ses­sions), or in the classroom.

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Course con­tent:

Mod­ule 1: Mak­ing Good Decisions

• Under­stand­ing the ele­ments of diag­nos­tic troubleshooting
• Using clear, log­i­cal, and sys­tem­atic thinking
• Rec­og­niz­ing com­mon errors and pit­falls in ordi­nary thinking

"The pro­gram has really helped me take a sys­tem­atic approach to the trou­bleshoot­ing process." Ashish Paul, TSE, Juniper Networks

Mod­ule 2: Ver­i­fy­ing the Problem

• Test­ing to ver­ify the problem
• Under­stand­ing the role of symptoms

Mod­ule 3: Defin­ing the Problem

• Gath­er­ing the facts
• Devel­op­ing a prob­lem statement
• Dis­tin­guish­ing sys­tems and subsystems

"This train­ing was very help­ful. The tools to iden­tify the root cause — and not just the under­ly­ing direct cause — have helped me save a tremen­dous amount of time and has helped me obtain quicker res­o­lu­tions for my cus­tomers." Shel­lie Garay, Appli­ca­tion Sup­port Rep­re­sen­ta­tive, CORPTAX

Mod­ule 4: Iso­lat­ing the Problem

• Using key tac­tics to iso­late problems
• Clar­i­fy­ing the prob­lem statement

Mod­ule 5: Iden­ti­fy­ing Prob­a­bly Causes

• Under­stand­ing causal chains
• Devel­op­ing a test­ing plan
• Iden­ti­fy­ing address­able causes

Mod­ule 6: Jus­ti­fy­ing the Solution

• Under­stand­ing and reduc­ing res­o­lu­tion risk
• Estab­lish­ing cri­te­ria for jus­ti­fy­ing a solution
• Devel­op­ing a res­o­lu­tion plan

Mod­ule 7: Resolv­ing the Prob­lem and Wrap­ping Up

• Resolv­ing the prob­lem and return­ing the sys­tem to the user
• Pro­vid­ing clear and use­ful documentation
• Devel­op­ing tech notes

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An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Diag­nos­tic Trou­bleshoot­ing™ includes all the tools you need to cre­ate sus­tain­able behav­ior change.

• Par­tic­i­pant receive a work­book which includes all the key con­cepts, and exer­cises related to clear think­ing, good decision-making, and the diag­nos­tic trou­bleshoot­ing process.
• The pro­gram also includes key con­cept sum­mary sheets, job aids, and work­sheets to use on the job. With these tools, tech­ni­cians start improv­ing imme­di­ately after class.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Diag­nos­tic Trou­bleshoot­ing™ employ­ees will have more con­fi­dence and be able to solve prob­lems more quickly. The results? Faster time to res­o­lu­tion, lower costs, and higher cus­tomer satisfaction.

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