Core skill 3: Apply a logical approach to solving problems, identifying and resolving faults whilst recording progress and solutions

This resource list has been created to support the T Level Technical Qualification in Digital Support Services.

The employer-set project (ESP) requires that students apply and contextualise core knowledge through the demonstration of 3 core skills. Core skill 3 is based around fault and problem solving. This skill has underpinning knowledge gained from the following elements.

  • Route core element 1: Business context 
  • Route core element 3: Data 
  • Route core element 4: Data analysis 
  • Route core element 5: Digital environments 
  • Route core element 7: Learning 
  • Route core element 9: Planning 
  • Route core element 11: Testing 
  • Pathway core element 3: Fault analysis and problem resolution

ITIL Problem Management with EasyVista Service Manager ITSM (Demo)

This video provides real world application to problem management in the digital services sector. It will allow the student to view how software can be used to achieve the problem management goal of the ITIL standard, it is related to P3.2. 

Learn IT ticketing systems - help desk series

This video demonstrates the importance of ticketing systems and asset management by providing example systems and the elements that they contain. The video will be beneficial when covering P3.1 and P3.2, it will remove the need for a working helpdesk or ticketing simulation tool.

Incident management

Incidents can have a huge impact on an organisation in terms of cost, productivity and reputation. However, good incident management will reduce the impact when they do happen. Being able to detect and quickly respond to incidents will help to prevent further damage, reducing the financial and operational impact. Managing the incident whilst in the media spotlight will reduce the reputational impact. Finally, applying what you’ve learned in the aftermath of an incident will mean you are better prepared for any future incidents. 

Incident management

Coverage of the ITIL (Information Technology Infrastructure Library) incident management process. The link contains descriptions, definitions and diagrams.

Common help desk problems and solutions

Each profession has some challenges. However, the problem with most IT help desks is that they let many issues pile up to the extent that sorting them out becomes difficult. In this piece, you will get to learn about some common help desk problems and solutions. This resource provides the student with examples of issues they may come across in the workplace.

Zendesk free trial

Customer service is about more than the customer. It’s about your business and your teams, too. Zendesk not only makes things easy for your customers, but also sets your teams up for success, and keeps your business in sync. It’s everything you need, in one powerful package.
This online helpdesk will provide a free introduction into help desks and ticketing systems, it is a free trial and has a visual interface with sample tickets and information, it will provide valuable insight for this core skill and has practical application that can be used to measure technical language abilities and the suitability of possible solutions.