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CSP-II Diagnostic Troubleshooting

The Essentials of Technical Support Communication 

 

 

This program is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization.  Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process.

Course content

Module 1: Making good decisions

  • Identifying characteristics of rational decision-making
  • Common decision making errors and pitfalls
  • An introduction to Diagnostic Troubleshooting

Module 2: Verifying the Problem

  • Know what you’re looking for
  • Observe and take notes

Module 3: Defining the Problem

  • Identifying the technical environment
  • Gathering useful information
  • Creating a problem statement

Module 4: Isolating the Problem

  • Limiting your search
  • Tactics for isolating problems
  • Refining your problem statement

Module 5: Identifying Probable Causes

  • Organize your approach
  • Understanding casual relationships

Module 6: Justifying your Solution

  • Finding an appropriate solution
  • Controlling the process

Module 7: Resolving the Problem and Wrapping Up

  • Implementing your plan
  • Providing clear, useful documentation

 

To enroll now contact dferrer@afsmi.com

 

Click here to register for the Fall 2008 Sbusiness World Conference in Las Vegas