 | Processing and Resolving the Incident
Upon completion of this lesson, the learner will be able to:
- List the five steps in the problem-solving process.
- Discuss the importance of collecting appropriate data.
- Describe the techniques used to determine the root cause of a problem.
- Explain why creativity plays an important role in problem solving.
- List the three methods used to evaluate and prioritize possible solutions.
- Identify several criteria used to determine a plan of action.
- Explain the responsibilities of a problem owner.
- Discuss the importance of notification.
- List five common reasons that problems are escalated.
- Describe three types of problem users.
- List the three components of problem resolution.
- Discuss the benefits of accurately documenting calls.
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