RPR for Technical Support

What’s in it for Me?

There are at least two very good reasons for attending:

  • To avoid conference call frustration
  • Career progression

Remember the time you were attending the latest seemingly endless conference call, listening to people discuss the possible causes of the latest performance problem.  You were probably thinking, “Why am I here?  I don’t see what my technology has to do with this problem. I have a load of work to do and this is just wasting my time”.  RPR can help you avoid this situation.  It provides a systematic way for you to prove once and for all that your technology is not to blame.

With moves to outsourced support, Infrastructure-as-a-Service and cloud, career opportunities are changing.  A new opportunity is that of the cross-technology troubleshooter.  When an end-to-end system includes components provided and supported by multiple suppliers, who will troubleshoot performance and stability issues?  Unless there is proof that the problem is caused by a supplier they are unlikely to help; and when you think about it why should they?  There is a growing need in end-user IT departments for people who understand and troubleshoot end-to-end systems; across multiple technologies.

At Advance7, we are convinced that we are glimpsing the future of corporate IT, based on a heavy use of outsourced or Anything-as-a-Service support arrangements.  Conventional troubleshooting techniques are already proving to be ineffective in these new environments.  Get trained, practice RPR now and you will be in great shape to lead your colleagues into the future.

Why do I Need to Know the RPR Process?

RPR comprises a process and a collection of powerful techniques.  You might wonder why you would benefit from learning the RPR Process; surely that’s for the Service Operations people?  Why not just learn the techniques?

As a support engineer you are flooded with data, but which data sets are important and how do you collect data that will really help?  The RPR process provides the framework you need to collect and analyse the right data.  Techniques alone don’t provide the answer.