Troubleshooting Course

Our Troubleshooting Course

The Universal Troubleshooting Process:
Systematic Troubleshooting and Debugging

[See the Course FAQ for more detailed information]

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You're reading the right page if any of the following is true:

You believe that your organization's tech support is damaging your brand.
You want your team's troubleshooting productivity to match their intelligence, ability, and tech skills.
You want your team to troubleshoot in a systematic way.
When it comes to solving problems, your team seems to take a hit and miss approach.
Troubleshooting in your organization resembles slapstick comedy.
Your customers or users are angrier after receiving tech support than they were before.
Your Mean Time To Repair (MTTR) for reproducible problems is measured in days rather than hours.
You've sent your technologists to course after course, but their troubleshooting productivity is still a problem.

If some or all of the preceding apply to you, you're in the same boat as many organizations, there's a known cause, and it's an easy situation to remedy. The cause is simple enough: Most technologists haven't received a minute's training on the process and mindset of troubleshooting. The typical technologist receives months or years of training in applicable technologies, months of training on technology specific your organization, but no training on the process or mindset of troubleshooting.

Troubleshooting under these conditions is analogous to trying to play basketball with all sorts of physics training, but no training on how to play basketball. You know the equations for how balls bounce, arc and fly, but you've never been coached on how to dribble, shoot, or pass, and you've never been taught which of these things to do in a given situation. Is it any wonder that unproductive troubleshooting is so prevalent?

Most technologists learn a subset of the process and mindset of troubleshooting during the first two years of their working life. It takes some five years, and some never learn at all. In every troubleshooting class I've taught, technologists with over five years experience have told me they learned something helpful they didn't know before.

Troubleshooters.Com offers a two day course that can bring all your technologists up to the troubleshooting productivity of your best. You can either license the Troubleshooters.Com courseware for your internal trainers to teach, or you can have me come to your organization to perform the training. If, after reading this, you believe your technologists might benefit from the Troubleshooters.Com Universal Troubleshooting Process training, you can either request a license quote, or email Steve Litt.

[ The Universal Troubleshooting Process | UTP FAQ | License Quote Request Form ]

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