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Professional PC Support

Professional PC Support. CPIS 210 John Beckett. Basic Troubleshooting Methods. Knowledge Base. Systematic (Scientific Method). Composed of three-part rules Symptom → Cause → Cure. Hypothesis Test Intervention Re-Test. Follow-the-Path. Identify source, target, path

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Professional PC Support

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  1. Professional PC Support CPIS 210 John Beckett

  2. Basic Troubleshooting Methods Knowledge Base Systematic (Scientific Method) • Composed of three-part rules • Symptom → Cause → Cure • Hypothesis • Test • Intervention • Re-Test Follow-the-Path • Identify source, target, path • Test at each point

  3. Organize For Support • All user documents should be on the Network • All user PCs should be identical • Spare PCs should be stocked and pre-imaged • Violating any of these “should” statements “will” cost money! • User’s work is disrupted so they cannot be of value • It takes longer to service problems • Customers get poorer service, so you may lose business

  4. Servicing a Failure • Determine that the user PC is at fault • Replace the PC • Set up DHCP server so it knows about the new PC • Handle the underlying issue in the back room • Without the user being off-line • On an orderly basis • Full suite of tests – no short-cuts

  5. “We Can’t Afford to Replace them All Every Year” • Reduce underlying variation • Select computers whose design changes little if at all (“Corporate” models) • Switch models on a yearly basis • Limits the number of models you are supporting to the number of years in an upgrade cycle • At some point, abandon repairing/replacing old machines - “fixing” a computer implies upgrading • Avoid chain-reaction upgrades • They cost you time to move, reconfig, debug • Additional user re-training • Mere moving for a computer means more failures

  6. Intel Study:Upgrade CycleVersus Cost Cost per year assuming manual build. There is no benefit to stretching cycle time much past 3 years. If you stretch it longer, you don’t save money – but you have obsolete PCs. Management Goal: Minimize TCO • Not considered in this study: • Cost savings due to imaging yrs 1-3 • Cost to business due to downtime • Lost employee time • Lost customers Source: http://download.intel.com/it/pdf/Using_TCO_To_Determine_PC_Upgrade_Cycles_ANIMATED_PDF.pdf

  7. What does Workstation Virtualization Do? • Permits longer cycles for physical workstations • Permit quicker deployment • New workstations • Pushing out new software • Because what’s in the field is simpler: • Reduce cost of workstation failure • Reduce the likelihood of workstation failure • Add costs for the virtualization server • Hardware • Software • LAN bandwidth Is it worth it? Depends on the details – and YOU.

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