RPR Training for 3rd Line Support

The Service

Method-based troubleshooting is a highly effective way to solve chronic IT problems. The Rapid Problem Resolution (RPR) Method is a structured process to accelerate problem diagnosis and cut the time to fix by up to 97%.

RPR is IT specific and aligned with ITIL best practice making it easy to integrate into your IT department. This 2-day course equips the attendee with the core skills necessary to practice the RPR method, namely:

Structuring the troubleshooting effort
Diagnostic techniques and use of tools
Effective interaction with IT colleagues and suppliers
Status reporting and managing the business expectations
Capture diagnostics for a singular incident of the specific symptom
Analyse the diagnostic data and correlate it with the problem incident
If necessary, adjust the diagnostics and go again

Executing each of these steps is not as simple as it may at first seem. RPR defines the flow of work and the specialist techniques necessary to achieve the objectives of each step.

Benefits

Dramatically cuts IT downtime
Avoids wasted IT spend
Improves service levels
Makes support staff more effective
Minimises delay in IT project delivery
Reduces the pressure on the support staff
Helps IT staff achieve personal performance KPIs

Course Content

The Four Phases of a Problem
The Role of the Problem Analyst
RPR Overview & Benefits
Comparison With Other Techniques
The RPR Core Process
Supporting Techniques
Use of Diagnostic Tools
Gathering Diagnostic Data
Diagnostic Data Analysis
Status Reporting
Supplier Support Escalation

Duration

The course runs for 2 days and can be split into four half-day segments if required.

Material

The course uses the RPR Method Handbook as the core material. The course follows the same structure as the handbook with the added benefit that the handbook is very readable and provides a reference source after completion of the course.

Call 01371 876805 to register your interest now, or click here to register online.