Diagnostic Troubleshooting

Diagnostic Troubleshooting is designed for technical and product support engineers. With this training, your team will be able to save time and quickly get to the issue – leading to higher customer satisfaction.


If your company offers technical and product support, you understand how critical diagnostic troubleshooting skills are. Precise troubleshooting saves your customers (and your company) valuable time and reduces escalations. We developed the Diagnostic Troubleshooting™ course to give your technicians a clear, logical, and systematic approach to fixing technical issues.

The Diagnostic Troubleshooting™ course is an interactive 12-hour workshop that can be presented via blended learning (online modules with follow-up classroom sessions), or in the classroom. We know your technicians are busy, so we’ve made the coursework flexible. It’s interactive and incorporates real-life case studies to anchor the key concepts.


Modules in this series include:


Module 1: Making Good Decisions

In the first module, learn the key elements of diagnostic troubleshooting. The course covers how to use clear, logical, and systematic thinking to approach a problem, and how to recognize common errors and pitfalls used in ordinary thinking.

Module 2: Verifying the Problem

The second module moves into the problem itself. You’ll learn how to test to verify the problem, and how to understand the role of symptoms.

Module 3: Defining the Problem

The third module focuses on defining the problem. Gather facts, develop a problem statement, and learn how to distinguish systems and subsystems.

Module 4: Isolating the Problem

The fourth module theme is about isolating the problem. Learn key tactics to both isolate the problem and clarify the problem statement.

Module 5: Identify Probable Causes

What are the causes behind the problem? The fifth module teaches how to understand casual chains, develop a testing plan, and how to identify addressable causes.

Module 6: Justifying the Solution

After the problem has been diagnosed and fixed, you’ll move into the sixth module, which covers how to understand and reduce resolution risk. Additionally, you’ll cover how to establish criteria for justifying a solution and develop a resolution plan.

Module 7: Resolving the Problem and Wrapping Up

In the final module, resolve the problem and return the system back over to the user. Wrap up by providing clear and useful documentation and develop tech notes.

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