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Chapter 4 Troubleshooting Computer Problems

Guide to Computer User Support, 3e 2. The troubleshooting process and thinking skills required for successful troubleshootingCommunication skills for troubleshootingInformat

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Chapter 4 Troubleshooting Computer Problems

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    1. Chapter 4 Troubleshooting Computer Problems

    2. Guide to Computer User Support, 3e 2 The troubleshooting process and thinking skills required for successful troubleshooting Communication skills for troubleshooting Information resources to solve computer problems Which tools are used to troubleshoot computer problems Strategies for troubleshooters How to develop a personal problem-solving strategy Learning Objectives

    3. Guide to Computer User Support, 3e 3 Troubleshooting is the process of defining, diagnosing, and solving computer problems Uses several thinking and communications skills, information resources, strategies, and methods Is troubleshooting a step-by-step or an iterative process? Is troubleshooting a scientific or creative process? What is Troubleshooting?

    4. Guide to Computer User Support, 3e 4 Sequential versus Iterative Problem-solving

    5. Guide to Computer User Support, 3e 5 A repetitious process A creative process that requires flexibility Involves several paths or approaches to problems Steps are repeated in a loop until a fruitful path is found Avoids hit-or-miss, trial-and-error approach to troubleshooting Troubleshooting as an Iterative Process

    6. Guide to Computer User Support, 3e 6 Problem solving Critical thinking Decision making Thinking Skills Used in Troubleshooting

    7. Guide to Computer User Support, 3e 7 Problem solving is an activity where there is a current state X and a goal state Y and alternate paths to get from X to Y Objective is to get from X to Y quickly, accurately, effectively, or efficiently Look for: Analogies: how is this problem similar to others? Contradictions: two facts cannot be true at the same time Problem Solving

    8. Guide to Computer User Support, 3e 8

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