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How can you integrate problem management training into FSE onboarding?

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As a field service engineer (FSE), you need to be able to troubleshoot, diagnose, and resolve complex problems in various settings and situations. Problem management is a key skill that can help you prevent recurring issues, improve customer satisfaction, and reduce costs. But how can you learn and apply problem management techniques effectively as a new FSE? Here are some tips on how to integrate problem management training into your FSE onboarding.

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Gourav kulkarni

Experienced ITIL 4 Certified Professional Specializing in Problem & Incident Management | Production Support Specialist
Nilesh Chandode

Director @ ITSM Consultancy | ITIL, DevOps, Production Operations, Service Delivery/Management

1 Define problem management

Problem management is the process of identifying, analyzing, and resolving the root causes of problems that affect the performance, quality, or reliability of a service or product. Problem management aims to prevent problems from happening again, or minimize their impact if they do. Problem management is different from incident management, which focuses on restoring normal service as quickly as possible after a disruption.

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Gourav kulkarni

Experienced ITIL 4 Certified Professional Specializing in Problem & Incident Management | Production Support Specialist
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Begin by assessing the current problem management processes within the organization. Understand how issues are currently identified, reported, analyzed, and resolved. This assessment will provide insights into existing gaps and areas for improvement.Determine the essential problem management skills that FSEs need to possess. These may include root cause analysis, incident categorization and prioritization, effective communication, collaboration, and utilizing problem-solving frameworks.

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2 Learn the problem management framework

A problem management framework is a set of guidelines, tools, and methods that help you follow a systematic and consistent approach to problem management. A common framework is the ITIL (Information Technology Infrastructure Library) problem management process, which consists of five stages: problem identification, problem logging, problem categorization, problem investigation and diagnosis, and problem resolution and closure. You can learn the basics of this framework through online courses, books, or workshops.

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Nilesh Chandode

Director @ ITSM Consultancy | ITIL, DevOps, Production Operations, Service Delivery/Management
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Problem management is about fixing root causes of incidents and improvements such as monitoring/ alerting, application / infrastructure resiliency etc. The aim is to make production environment stable & robust. A successful problem management process will result in reduction of repeat incidents and proactive response to monitoring/alerting to prevent incidents happening in the first place.

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3 Apply the problem management tools

Problem management tools are the techniques that help FSEs perform each stage of the problem management process effectively. A problem statement is a clear and concise description of the issue, its symptoms, and its impact. An Ishikawa diagram is a visual tool that helps identify possible causes of a problem by using categories such as people, process, equipment, environment, and materials. A Pareto chart is a graphical tool that assists in prioritizing the most significant causes of a problem by using the 80/20 rule. The 5 whys technique helps find the root cause of a problem by asking "why" five times or until you reach the underlying reason. Additionally, the Kepner-Tregoe method is a structured technique that aids in analyzing and evaluating the possible solutions to a problem by using criteria such as feasibility, effectiveness, risk, and cost.

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Ragava Nambiar
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Integrating problem management training with Field Service Engineer onboarding involves incorporating modules on identifying and resolving common issues encountered in the field, providing hands-on practice, and ensuring that FSEs understand the importance of proactive problem-solving to enhance customer satisfaction and service efficiency.

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4 Practice the problem management skills

Problem management skills are essential for FSEs to effectively apply the problem management tools and framework in real-world scenarios. These skills include critical thinking, which involves analyzing, evaluating, and synthesizing information logically and objectively. Communication is also key, as it entails conveying and receiving information clearly and accurately using verbal, written, and non-verbal methods. Additionally, collaboration is important for working with others effectively and sharing ideas, knowledge, and feedback. Creativity is also necessary for generating and implementing innovative solutions to problems. Lastly, adaptability allows one to adjust and respond to changing conditions and situations. To practice these skills, consider participating in problem management simulations, case studies, role plays, or mentoring sessions with experienced FSEs.

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5 Review the problem management outcomes

Problem management outcomes are the results and benefits of applying the problem management process and skills to a problem. Common outcomes for FSEs include reduced frequency and severity of problems, improved service quality and reliability, increased customer satisfaction and loyalty, enhanced reputation and credibility, and saved time and resources. You can measure these outcomes by tracking key performance indicators (KPIs), such as problem resolution time, problem recurrence rate, customer satisfaction score, and service level agreement (SLA) compliance. Additionally, collecting feedback from customers, managers, and peers can help you identify areas for improvement. Problem management training is an essential part of FSE onboarding as it can help you develop competence, confidence, and professionalism as a FSE. By following these tips, you can incorporate problem management training into your FSE onboarding to boost your problem-solving abilities and performance.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you integrate problem management training into FSE onboarding?

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3

4

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1 Define problem management

2 Learn the problem management framework

3 Apply the problem management tools

4 Practice the problem management skills

5 Review the problem management outcomes

6 Here’s what else to consider

Field Service Engineering

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How can you integrate problem management training into FSE onboarding?

1

2

3

4

5

6

1 Define problem management

2 Learn the problem management framework

3 Apply the problem management tools

4 Practice the problem management skills

5 Review the problem management outcomes

6 Here’s what else to consider

Field Service Engineering

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