CLD253X – IT Support: Troubleshooting – Skills4Ukr Skills Academy

Welcome to IT Support: Troubleshooting 5 Modules

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Before You Start

Welcome to IT Support: Troubleshooting

Course Introduction

Course Syllabus and Grading

Discussion Forums and Getting Help

Getting to Know You 2 Modules

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What are your goals for this course?

Pre-Course Survey

Assign the Problem 12 Modules

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Steps Before Taking Ownership of a Case

Case Ownership

Handling Misroutes

Exercise: Misroute Procedure and Policy

Exercise: Misroute Scenario

Initial Response

Warm Handoff

Review Activity: Assign the problem

Introduction to Scoping 6 Modules

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Scope Characteristics

Review Activity: Scoping

Scope the Problem 13 Modules

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Standard Scope Format

Exercise: Scope Example Analysis

Scope Inspection

Exercise: Scope Inspection

Scope Creep

Setting the Correct Severity

Exercise: Determine the Severity

Steps of Scoping

The Importance of Communication during Scoping

Scoping Questions

Misroutes

Document and Send the Scoping Agreement

Review Activity: Scoping the Problem

Graded Exercise: Scoping a Case 1 Module

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Graded Exercise: Scoping a Case

Module Assessment Exam 1 Module

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Module 1 Assessment Exam

Find a Solution 11 Modules

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Module Introduction

What is Solution Development?

Exercise: Receiving a Case

What kind of incident are you dealing with

Exercise: Recognizing a Known Issue

What Evidence are You looking For?

Gather Evidence

Exercise: Collecting Evidence

Assignment Overview

Exercise: Narrowing Down the Topic

Review Activity: Find a Solution

Document Solution Progress 4 Modules

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Document Your Progress

Document Resources

Manage Customer Expectations

Follow callback commitments

Execute a Plan 5 Modules

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Compare Collaboration, Transfer, and Escalation

Collaboration

Transfer a Case

Escalate a Case

Review Activity: Execute a Plan

Module Assessment Exam 1 Module

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Module 2 Assessment Exam

Solution Validation 8 Modules

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Module Introduction

What is Solution Validation?

Solution Validation steps

Exercise: Solution Validation Steps

Maintain Customer Satisfaction

Unresponsive Customer Procedure

Recovery

Review Activity: Solution Validation

Closure 5 Modules

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What is Closure?

Reasons for Closure

Closure Steps

Exercise: Closure Steps

Review Activity: Closure

Module Assessment Exam 1 Module

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Module 3 Assessment Exam

Troubleshooting Best Practices 11 Modules

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Module Introduction

Developing Analytical Solutions

Anchoring

Basic Trobleshooting Steps

Exercise: Review the Steps

The Analytical Solution Matrix

Exercise: Use the Matrix

Problem Restatement

Exercise: Problem Restatement

Exercise: Clarifying Questions

Review Activity: Troubleshooting Best Practices

Managing Customer Expectations 6 Modules

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Setting Boundaries Overview

Overdelivering

The Risk of Overdelivering

Exercise: Difficulty Saying No

How to Say No

Review Activity: Managing Customer Expectations

Handling Objections 6 Modules

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Handling Objections Overview

Exercise: Reasons Customers Object

Handling Objections

Exercise: Handling Objections, Scenario 1

Exercise: Handling Objections, Scenario 2

Review Activity: Handling Objections

Module Assessment Exam 1 Module

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Module 4 Assessment Exam

Graded Exercise: Troubleshooting Concepts 1 Module

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Graded Exercise: Troubleshooting Concepts

Final Exam 1 Module

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Final Course Exam

CLD253X – IT Support: Troubleshooting

Course Content

Course Includes