Training For IT Problem Analysis and Management
PENGANTAR TRAINING IT PROBLEM MANAGEMENT
The purpose of IT Problem Analysis and Management course is to deliver competency and assures that participants have gained knowledge of the terminology, structure and basic concepts of IT Problem Analysis and Management and Incident Management which encompasses processes and has comprehended the processes of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis that support Problem Management and Incident Management.
The course is also intended to enable the participants to start and apply the basic concepts of the processes listed above in Problem Management and Analysis as related to the application and operation of Information Technology system.
The syllabus will guide the design, development and use of training materials as well as training aimed at raising individual’s understanding of, and competence in, Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis within the framework of Problem analysis and Incident Management.
The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind.
TUJUAN TRAINING OPTIMIZING IT PROBLEM RESOLUTION
Participants can expect to gain knowledge and understanding the following issues in IT upon successful and completion of the training such as:
Handling complex issues (Situation Appraisal).
Analyzing problems (Problem Analysis).
Making decisions (Decision Analysis).
Avoiding future problems (Potential Problem Analysis
Understand how these skills assist in the delivery of Incident and Problem Management.
Improve ability to manage customer problems and escalations.
Provide managers and engineers with tools to handle issues rationally
Maximize questioning effectiveness.
Give techniques for handling complex customer issues.
Understand how IT Problem Management process fits within participants’ jobs.
Make progress toward resolution of several current customer issues
SASARAN PESERTA TRAINING ADVANCED IT PROBLEM-SOLVING TECHNIQUES OFFLINE JOGJA
Individuals who require a basic understanding of the rational processes and how they may be used to enhance the quality of Problem Analysis and Management within an organization.
IT professionals that are working within an organization that has adopted and adapted Problem Management framework and who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers and business process owners
Managers involved and related in the IT operations
IT staff and executives involved in risk management and business process improvement
Information technology professionals involved in projects that are concerned, in part, with the automation of business processes.
MATERI TRAINING ADVANCED IT PROBLEM-SOLVING TECHNIQUES
Introduction
The purpose of this segment is to highlight and emphasize on:
Familiarize candidates to the objectives of the course.
Explain the concept of the ‘thinking process’.
Provide an opportunity for ‘candidates’ to discover their own issue resolution styles.
Overview the steps of KT’s rational process of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.
Explain the role that these four processes play in Problem Management and Incident Management.
Situation Appraisal
The purpose of this segment is to:
Explain the definition of an incident and a concern.
Explain how to “List Threats and Opportunities”.
Explain how to “Separate and Clarify”.
Explain how to “Set Priority”.
Explain how to “Plan Next Steps”.
Explain the role of questioning in Situation Appraisal
Problem Analysis
This segment shall describe on the IT Problem Analysis and focusing on the followings:
Explain the definition of a problem.
Explain how to “Describe Problem”.
Explain how to “Identify Possible Causes”.
Explain how to “Evaluate Possible Causes”.
Explain how to “Confirm True Cause”.
Explain the role of questioning in Problem Analysis.
Decision Analysis
The segment shall describe to the participants on the decision analysis process which encompasses:
Explain the definition of a decision.
Explain how to “Clarify Purpose”.
Explain how to “Identify Alternatives”.
Explain how to “Evaluate Alternatives”.
Explain how to “Make Decision”.
Explain the role of questioning in Decision Analysis.
Explain how to effectively “Present Recommendations”.
Explain how to effectively “Assess Recommendations”.
Potential Problem Analysis
This segment shall describe to the participants how to analyze potential problems as they are inherent in IT processes, which encompassing:
Explain the definition of an action and a plan.
Explain how to “Identify Potential Problems”.
Explain how to “Identify Likely Causes”.
Explain how to “Take Preventive Action”.
Explain how to “Plan Contingent Action and Set Triggers”.
Explain the role of questioning in Potential Problem Analysis.
Questioning and Listening Skills
The purpose of this segment is to describe on soft skill as required and covering :
Explain the role of questioning in rational processes.
Explain the characteristics of effective questions.
Explain the techniques of “Open” and “Closed” questioning and their purposes.
Explain the two techniques of “Questioning to the Void” and their purposes.
Explain the difference between “Process” and “Content” questions.
Explain the concept of “Handling Answers
Problem Analysis Techniques
This segment emphasizes on the techniques to be implemented in problem analysis with the purpose as the followings:
Build on basic Problem Analysis concepts to understand advanced Problem Analysis concepts.
Explain how to use Problem Analysis concepts for “Start-Up Problems”.
Explain the “Stable”, the “Multiple” and the “Fluctuating” types of Start-Up Problems.
Explain how to use Problem Analysis concepts for “Intermittent Problems”.
Explain how to “Think Beyond the Fix”.
Explain the purpose and use of Dead Time Studied
Implementation Techniques
The purpose of this segment is to describe on significant issues such as:
Explain the Performance System model and how it is used to help install change initiatives
Demonstrate two methods of analyzing an existing Incident and Problem Management implementation to assess future usage potential of Situation Appraisal and Problem Analysis
Link model to the implementation of framework processes
Identify the value of an implementation as related to framework
Risk Management Maturity and Performance Management
This segment shall describe the road-mapping of risk management as related to IT processes; the framework will be based on the CMM maturity level concept. This segment shall also describe performance management as related process maturity.
IT Risk Management
This segment shall describe on the Information Technology risk management which is part of the organization IT governance encompassing such as: the identification, assessment, and prioritization of IT operation risks, control and control objectives, and followed by coordinated and economical application of IT resources to minimize, monitor, and control the probability and/or impact of unfortunate events.
Cases Study
INSTRUKTUR PELATIHAN OPTIMIZING IT PROBLEM RESOLUTION BANDUNG
Instruktur yang mengajar pelatihan ini adalah pemateri yang berkompeten di bidangnya dengan baik datang dari kalangan akademisi maupun praktisi.
Kami sangat terbuka jika anda ingin berkomunikasi terlebih dahulu tim trainer sehingga outline dapat disesuaikan dengan outcome kompetensi yang diharapkan.
METODE PELATIHAN ADVANCED IT PROBLEM-SOLVING TECHNIQUES KUALA LUMPUR
1. Presentation
2. Discuss
3. Case Study
4. Evaluation
5. Pre-Test & Post-Test
6. Games
Metode dapat disesuaikan sesuai kebutuhan peserta ataupun perusahaan. Kami sangat terbuka untuk berdiskusi menentukan metode yang paling efektif.
- Training Bulan Januari : 18-19 Januari 2025
- Training Bulan Februari : 22-23 Februari 2025
- Training Bulan Maret : 15-16 Maret 2025
- Training Bulan April : 19-20 April 2025
- Training Bulan Mei : 23-24 Mei 2025
- Training Bulan Juni : 14-15 Juni 2025
- Training Bulan Juli : 12-13 Juli 2025
- Training Bulan Agustus : 23-24 Agustus 2025
- Training Bulan September : 13 – 14 September 2025
- Training Bulan Oktober : 11-12 Oktober 2025
- Training Bulan November : 29-30 November 2025
- Training Bulan Desember : 13-14 Desember 2025
Catatan: Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta. Peserta dapat mengajukan tanggal pelaksanaan pelatihan.
REGULER TRAINING
- Yogyakarta, Hotel Dafam Malioboro (6.000.000 IDR / participant)
- Jakarta, Hotel Amaris Tendean (6.500.000 IDR / participant)
- Bandung, Hotel Golden Flower (6.500.000 IDR / participant)
- Bali, Hotel Ibis Kuta (7.500.000 IDR / participant)
- Lombok, Hotel Jayakarta (7.500.000 IDR / participant)
ONLINE TRAINING VIA ZOOM
INVESTASI
- Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
Catatan: Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Benefit Apa Saja yang Didapatkan Peserta?
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
- FREE Transportasi Peserta ke tempat pelatihan
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or backpack (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2x Coffee Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
FAQ tentang Dsbanking
Q : Berapa minimal running pelatihan ini ?
A : Pelatihan ini akan running idealnya minimal dengan 3 peserta, tetapi bisa disesuaikan dengan kebutuhan peserta
Q : Apakah bisa jika saya hanya ingin pelatihan sendiri aja / private course ?
A : Bisa, kami akan membantu menyelenggarakan pelatihan 1 hari jika ada persetujuan dari klien
Q : Dimana saja pelatihan biasanya di selenggarakan?
A : Pelatihan kami selenggarakan di beberapa kota besar di Indonesia seperti Bandung, Jakarta, Yogyakarta, Surabaya, Malang, Bali, Lombok dan beberapa negara seperti Singapore dan Malaysia
Q : Apakah bisa diselenggarakan selain di kota lain?
A : Penyelenggaraan pelatihan bisa diadakan di kota lain dengan minimal kuota 5 orang setiap kelas
Q : Apakah bisa juga diselenggarakan secara IHT/ In House Training di Perusahaan klien ?
A : Bisa diselenggarakan secara IHT di Perusahaan klien
Q : Apakah jadwal bisa disesuaikan dengan kebutuhan klien ?
A : Jadwal pelatihan dapat di sesuaikan dengan kebutuhan klien.
Materi, Lokasi dan Jadwal Pelatihan Bisa Berubah Sewaktu-waktu dan disesuaikan Dengan Kondisi Peserta, dimohon untuk Melakukan Konfirmasi untuk Segala Bentuk Perubahan, agar Tidak Terjadi Miskomunikasi. Segera Daftar Pelatihan, Diskon Menarik hanya Bulan Ini.
Silabus Training ini dibuat oleh Wafa Setiawan(wafasetiawan100@gmail.com) sebagai Content Writer Spesialis di bidang Pelatihan