Communicate the purpose of remote technical support to those who have to comply with it.
Designing Effective Remote Technical Support Strategies
Turn remote technical support from a stated policy into a practice your organisation can evidence.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Availability targets for remote technical support are commercial commitments, whatever the engineering team calls them. The documentation for this area of technology and systems delivery is accurate only until the next release. The content is relevant to those who own this strand of technology and systems delivery and to those who are held accountable for its results. Each session closes with a decision the participant must justify about remote technical support in their own setting. The course covers the practice within technology and systems delivery at the level of detail needed to act, and stops there. Buying a tool rarely fixes this aspect of technology and systems delivery; the underlying capability has to be built internally first. The most reliable predictor of sound remote technical support is whether anyone reviews it when nothing has gone wrong. They acquire practical criteria for judging when the practice within technology and systems delivery is working and when it is only appearing to. Participants finish with a short, specific brief on this aspect of technology and systems delivery ready to put in front of a decision maker.
Expected Learning Outcomes
Define the availability, performance and recovery targets for remote technical support.
Review contracts and agreements for the obligations they create around remote technical support.
Design the architecture of remote technical support around its failure modes, not only its happy path.
Apply data protection and retention requirements within remote technical support.
Set the minimum documentation for remote technical support that is genuinely necessary, and stop there.
Apply access control and least privilege throughout remote technical support.
Who Should Attend
Solution architects designing remote technical support.
Database administrators managing data within remote technical support.
Planning staff whose forecasts and budgets are affected by remote technical support.
Team leaders and supervisors who put remote technical support into practice day to day.
Quality and test engineers verifying remote technical support.
Information security specialists protecting remote technical support.
Course Modules
Remote technical support: backup, recovery and continuity
2 sessions · 8 pointsSession 1Retiring the legacy part of remote technical support
- Confirm data retention and deletion rules applied within remote technical support.
- Review logging on remote technical support for coverage and retention.
- Define incident severity levels for remote technical support and the response each triggers.
- Agree the smallest change to remote technical support that would be visibly useful.
Session 2Designing remote technical support around how it will fail
- Identify the single points of failure in remote technical support.
- Configure alerting on remote technical support that reflects what users experience.
- Restore a backup of remote technical support in a test environment and time it.
- Confirm the support model and escalation path for remote technical support.
Remote technical support: build, pipeline and release discipline
2 sessions · 8 pointsSession 1Setting availability and recovery targets for remote technical support honestly
- Apply change control to remote technical support including emergency changes.
- Distinguish symptoms from causes when remote technical support underperforms.
- Confirm every release of remote technical support can be rolled back within a defined time.
- Anticipate the objections remote technical support will raise and prepare the answers.
Session 2Keeping remote technical support alive after the initial push
- Record the technical debt in remote technical support and schedule repayment.
- Measure current load on remote technical support and project it forward twelve months.
- Document the runbook for remote technical support to the level a new engineer could use.
- Confirm that reporting on remote technical support reaches the people who can act.
Remote technical support: security, identity and least privilege
2 sessions · 8 pointsSession 1Least privilege in remote technical support without blocking the work
- Verify six months later that changes to remote technical support have held.
- Assign responsibility for keeping documentation of remote technical support current.
- Inventory third-party dependencies inside remote technical support and their update status.
- Run a load test on remote technical support at expected peak plus a margin.
Session 2The decisions in remote technical support that cannot be delegated
- Remove steps in remote technical support that add effort without adding assurance.
- Prepare the summary of remote technical support that senior management will read.
- Set out how exceptions to remote technical support are requested and approved.
- Draft the minimum viable technical standard for remote technical support.
Remote technical support: capacity, performance and load
2 sessions · 8 pointsSession 1The paperwork for remote technical support that is actually needed
- Agree the indicators that will show whether remote technical support is improving.
- Review access rights on remote technical support and remove what is no longer needed.
- Decide what will be stopped to create capacity for remote technical support.
- Rank the weaknesses in remote technical support by consequence rather than by ease of fixing.
Session 2Making releases of remote technical support routine instead of risky
- Define the trigger that would require remote technical support to be redesigned.
- Identify where judgement in remote technical support is legitimate and where it is not.
- Set delivery and reliability indicators for remote technical support the team trusts.
- Plan the sequence in which improvements to remote technical support will be introduced.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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