Unit I: Lets discuss the Troubleshooting Methodology! Rajeev Gupta (Mr. RAJ)

1. Unit I: Lets discuss the Troubleshooting Methodology! Rajeev Gupta (Mr. RAJ) 15 Years of IT & Training Experience in Hardware and Networking. Training is my Passion. I am really excited about brining this information to you. I will do my best to give you a perfect place to launch an IT career and I promise it will help you tremendously in knowing how the PC works. You will be building on the foundation no matter where you go.

2. Troubleshooting methodology • Describe troubleshooting models and problem tracking systems • Interact professionally with users and achieve customer satisfaction • Four Models: • CompTIA A+ • CompTIA Network+ • Novell • ASID

3. Basic troubleshooting stages • Back up data • Divide and analyze • Verify • Research • Document

4. CompTIA’s A+ model • Identify the problem • Establish a theory of probable cause • Test the theory to determine actual cause • Create a plan of action • Verify the results • Document the resolution

5. CompTIA’s Network+ model • Identify the exact issue • Re-create the problem • Isolate the cause • Formulate a correction • Implement the correction • Test the solution • Document the problem and solution • Provide feedback Repeat stages 4–6 until problem is resolved

6. Novell’s model • Try some quick, obvious fixes • Gather basic information • Develop a plan • Execute your plan • Verify user satisfaction • Document the problem and solution

7. The ASID model Four-stage process: • Acquire • Simplify • Implement • Document

8. Gathering information from the user • Methods: • Simple: clipboard with paper and pencil • More complex: portable computing device for recording data; or networked application • Identify and capture: • Customer’s environment • Symptoms and error codes • Circumstances in which the problem occurred

9. Identifying hardware or software problem • Analyze information gathered from user to form hypothesis • Check • Documentation • Web site for hardware or software • Computer settings • POST (hardware problem) • PC boot: • Hardware or software problem • Configuration issue or failed hardware

10. Information resources • Documentation • Provided by others: • Product manuals • Manufacturer Web sites • Technology-related knowledge bases • Your own creation • Notes for customer’s specific environments • Paper or software • Organization scheme • Level of detail continued

11. Information resources, continued • Forums • Online discussion groups • General or specific • Monitored or unmonitored • Other sources • Trade magazines • Web sites • Fellow employees • Newsgroups • Trade shows • Vendor group meetings • Independent consultants

12. Microsoft Help and Support • Problem and solution references for • Microsoft client operating systems • Microsoft server operating systems • Microsoft applications • Download patches and new releases • Microsoft Knowledge Base • Search for specific error codes

14. Problem and resolution tracking • Tracking options • Simple • Pen-and-paper-based system in 3-ring binder • Complex • Off-the-shelf problem tracking and resolution database • Custom-built application • Choice depends on size of user base • Maintain backup in secure location continued

15. Problem tracking, continued • Information to record: • User name and location • Operating system and hardware platform • Date call was received • Date user was visited • Time spent on problem • Date problem was resolved • Detailed description of problem • Detailed description of steps used to resolve the problem • Summary of problem • Summary of resolution

16. Help desk software • Large-scale commercial solutions from companies such as: • IBM • Computer Associates • Smaller or targeted solutions also available • Research choices at: • www.helpdesk.com/software-helpdesk.htm • http://linas.org/linux/pm.html

17. Professional service • Characteristics of a professional communicator: • Consider the total message you’re sending • Stay focused • Consider the customer’s competence • Speak professionally • Respect the customer • Be culturally sensitive • Match the delivery channel to the customer

18. Professional communication guidelines • Speak clearly • Avoid jargon • Keep messages concise • Be specific • Make sure the message is understood • Listen actively • Paraphrase messages

19. Pitfalls of communication • Jumping to conclusions • Becoming distracted • Exaggerating • Using negative words • Sending conflicting messages

20. Effective communication • Involves both verbal and nonverbal techniques • Clients use your vocal characteristics to form opinions about: • Your sincerity • Enthusiasm • Your knowledge of the topic being discussed • Clients use nonverbal clues to form opinions about: • Your personality • Your character

21. Verbal communication • Three vocal characteristics you can control to become a more effective speaker: • Volume • Rate • Pitch • Rate and volume also affect your pitch

22. Verbal guidelines • Use positive language • Use non-inflammatory language • Use powerful language • Remember names

23. Nonverbal communication • Six types with the most impact: • Handshakes • Expression and eye contact • Proximity • Touch • Gestures and posture • Physical appearance

24. Customer satisfaction • Problem isn’t resolved until both the technician and the user agree • Keep customer satisfied during long troubleshooting process • People skills are important

25. Service-level agreement • Should contain: • How to contact tech support • How soon the user can expect a response • How soon the user can expect a tech to try to fix the problem • What happens if the tech can’t initially fix the problem • What were the services provided • Escalation of the problem

26. Unit summary • Described troubleshooting models and problem tracking systems • Learned how to interact professionally with users and achieve customer satisfaction