RPR for Service Operations

What’s in it for Me?

There are at least two very good reasons for attending:

  • Better control of problem investigations
  • Career Progression

Think of a recent problem.  At any point in the investigation did you know what was going to happen next?  Did you know the steps that would get the team to determining the root cause of a tricky performance or stability problem?  With RPR you will be able to describe at least the next six steps that must be completed in an investigation.  You’ll be in full control.  And if the technical support staff try to pull the wool over your eyes, you’ll know that too.

With moves to outsourced support, Infrastructure-as-a-Service and cloud, the challenges for Service Operations couldn’t be greater.  How will you and your colleagues manage a performance problem when it’s not clear which technology is the cause?  How will you engage with the correct supplier?  If you have a way to deal with scenarios like this you are going to be in great demand.  RPR gives you the tools you need to manage multiple support teams to quickly and accurately determine the cause of a problem.

Why do I Need to Know the RPR Techniques?

RPR comprises a process and a collection of powerful techniques.  You might wonder why you would benefit from learning the RPR Techniques; surely that’s for the techies?  If you aren’t from a technical background, will you even understand those sections of the training?

Let’s take the last point first.  You will definitely understand the content.  We cover the techniques in a very straightforward way and everyone who has attended the course (and that includes quite junior service desk staff) has not only understood the material but has also successfully completed practical exercises using the techniques.

You need a basic understanding of what is technically possible.  It’s not uncommon for technical staff to state that the collection and analysis of certain types of data is not possible when actually it is.  Either because of workload or perhaps lack of knowledge, the technical teams may not offer an evidence-based approach to problem investigation.  This training will give you a clear insight into what’s possible and the associated challenges.

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