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Troubleshooting 101: Effective Information Gathering

Three Step Process. Gather informationDevelop the problem statementPrioritize the problem. Gather Information 5 Key Questions. Who?What?When?Where?How? . Gather Information Who?. Identify the user name, organization, phone number, e-mail addressIs the user an intermediary?One or many exp

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Troubleshooting 101: Effective Information Gathering

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    1. ©2004 Texas Association of School Boards Troubleshooting 101: Effective Information Gathering Martha Lundgren Texas Association of School Boards martha.lundgren@tasb.org 512-467-3677 x3108

    2. Three Step Process Gather information Develop the problem statement Prioritize the problem

    3. Gather Information 5 Key Questions Who? What? When? Where? How?

    4. Gather Information – Who? Identify the user – name, organization, phone number, e-mail address Is the user an intermediary? One or many experiencing the problem? Technically savvy user?

    5. Gather Information – What? Get specific. Record the details in incident management system. What version of what program? Machine type, o/s, etc. What function is the user trying to perform?

    6. Gather Information – What? What is happening? How long does it take? What is on the screen? Is there an error message? What isn’t happening? Can the user perform similar tasks in other programs?

    7. Gather Information – What? “How do I . . .?” questions vs. “It’s not working . . .” issues What is the question behind the question?

    8. Gather Information – When? When did it start? When does it happen? Is there a pattern to its occurrences? What changed? New/different computer? New software installed? New o/s? Changes to your network? When do you need this by?

    9. Gather Information – Where? “Any machine no matter who’s logged on.” “Only my machine no matter who’s logged on.” “On any machine but only when I log on.” “Only my machine and only when I’m logged on.” “At the office but not when I work at home.” “Any machine no matter who’s logged on.” Bug in the software Server down Communications problem “Only my machine no matter who’s logged on.” Hardware, software or communication problem “On any machine but only when I log in.” Likely a rights issue “Only my machine and only when I’m logged on.” Clear the cache Possibly a user’s profile problem “At work but not at home.” Hardware or software configuration problem Server down Communications problem “Any machine no matter who’s logged on.” Bug in the software Server down Communications problem “Only my machine no matter who’s logged on.” Hardware, software or communication problem “On any machine but only when I log in.” Likely a rights issue “Only my machine and only when I’m logged on.” Clear the cache Possibly a user’s profile problem “At work but not at home.” Hardware or software configuration problem Server down Communications problem

    10. Gather Information – How? Can the user make it happen again? Can you reproduce the problem in the support center? Document the steps to recreate the problem. Is the user following proper procedure? Reproducible vs. Intermittent problems

    11. Develop Problem Statement State the problem as you understand it. Does user agree the problem statement is accurate? Does user add new, relevant or clarifying details? Restate the problem.

    12. Prioritize the Problem Determine impact and severity. Does it affect one person or many? Is a high-value transaction at stake? Is a high-value account at stake? How does it compare with other open incidents? Do you and the user agree on timeframe to resolve or follow up? When do you need this by?

    13. Case Study Who? What? When? Where? How? Restate the problem Prioritize the problem

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