Online Event – ‘Frontline’ Problem-Solving Business Simulation

Elevate your IT prowess and supercharge your troubleshooting skills during this immersive online simulation!

This is your chance to practice a streamlined problem-solving methodology and connect with like-minded professionals. Dive into real-world scenarios that mimic daily challenges, compete in a gamified environment, and receive instant, actionable feedback.

During this interactive event, you’ll learn and practice four essential steps of troubleshooting. This technology-enabled learning environment focuses on practical application to test your troubleshooting skills, whether you’re a beginner or a seasoned problem solver, boosting your confidence in troubleshooting complex issues.

Target Audience

This event is targeted at managers who have responsibility for their team’s incident resolution and problem-solving performance. For example: IT Operations Managers, Incident/Problem Managers, Service Desk Managers and Infrastructure and Application Managers.

Ultimately, anyone whose responsibilities include reacting to and solving problems on the spot – you may be a frontline service and support engineer, or a member of a service desk team. You may be an experienced incident manager or technical support engineer – this event is suitable for troubleshooters from beginner through to advanced.

What will it involve?

Whilst we hope you’ll be having some fun, ultimately, through the simulation-based exercises you’ll hone your ability to quickly uncover the critical data you need for effective troubleshooting!

You’ll be faced with some deceptively tricky simulated scenarios which will put your troubleshooting skills to the test. You will work individually and in pairs to solve the issue in real time, and immediately receive feedback on performance broken down into:

• Time taken to resolve the issue
• Cost of fix
• Risk incurred.

The systematic problem-solving process learnt experientially during the event, is a ‘lighter’ version of Kepner-Tregoe’s gold standard problem-solving methodology.

You will learn a simplified, concise, standardised 4-step approach broken into:

1) Symptoms – break the problem down into specific, manageable symptoms.
2) Facts – increase understanding of what is not but also what is working.
3) Causes – generate and evaluate possible causes.
4) Actions – perform corrective actions in the most appropriate order.

What makes this event unique?

• Gamification: it is a learning experience, but feels like playing a computer game with your friends
• Learning by doing: troubleshooting as it happens in real life on a daily basis
• Not theory-based: OK, so you’ll learn some theory, but you’ll mainly be putting it into practice
• Instant feedback: see how you did, compete against other teams and improve your performance

Key benefits of attending

You’ll experience an exciting, interactive and quicker way to enhance your problem-solving and decision-making capability.

Attendees will:

• Find cause faster and safely, with real results just after 1 day.
• Build confidence in making decisions under pressure.
• Document the critical data right first time, for improved escalation and handovers.

Delivery Platform

This online event will be facilitated using the MS Teams platform.

The simulation environment will be accessed by a separate URL and participants can complete a compatibility/access test in advance here: Connectivity Test (simulator.run)

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

How much does it cost?

This event is FREE to members but please be aware that the maximum capacity is limited to 16 attendees due to the interactive delivery format.

Please note: As places are limited, and roles need to be allocated on the day, we kindly request you ensure your availability before confirming your attendance as ‘no-shows’ on the day will impact other attendees!

Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
Manchester