Technical staff, which deals with IT incidents and outages, need to make the right decisions under a lot of stress. This training teaches skills and puts you in critical customer situations in a playful manner and practices both methodical and practical techniques that are necessary for successfully mastering critical situations. Although the content is IT operations the course will, after the simulation is finished, help participants to establish a project to raise the skills of technical IT-related staff.

Methods as active listening, virtual communication, problem solving (5 Whys, Ishikawa), behavior in stressful situations and teamwork in a virtual environment will be taught.

The agenda is:

1 Introduction into the methods for problem solving and teamwork

2 Simulation of an IT Outage, where all those methods can be applied

3 Reflection on the outcomes

4 Shaping individual projects to raise the skills of technical IT stuff

Our facilitator will share tips and lessons learned after working for more than 25 years in international IT companies