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Troubleshooting methodology

Troubleshooting methodology. Unit objectives: Describe troubleshooting models and problem tracking systems Interact professionally with users and achieve customer satisfaction. Topic A. Topic A: Troubleshooting models Topic B: Professionalism. Popular troubleshooting models. CompTIA A+

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Troubleshooting methodology

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  1. Troubleshooting methodology Unit objectives: • Describe troubleshooting models and problem tracking systems • Interact professionally with users and achieve customer satisfaction

  2. Topic A • Topic A: Troubleshooting models • Topic B: Professionalism

  3. Popular troubleshooting models • CompTIA A+ • CompTIA Network+ • Novell • ASID

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

  5. 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

  6. CompTIA’s Network+ model • Gather information • Identify the affected area • Determine if anything has changed • Establish the most probable cause • Determine if escalation is necessary • Create an action plan • Implement a solution and test the result • Identify the results of the solution and its effects • Document the problem and the solution

  7. 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

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

  9. Activity A-1 Discussing troubleshooting methods

  10. 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

  11. 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

  12. Activity A-2 Developing a hypothesis about a problem’s cause

  13. 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

  14. 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

  15. Activity A-3 Identifying documentation and information resources

  16. 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

  17. Microsoft KB article

  18. Activity A-4 Using Microsoft Help and Support to research an error code

  19. 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

  20. 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

  21. 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

  22. Activity A-5 Tracking problems and resolutions

  23. Topic B • Topic A: Troubleshooting models • Topic B: Professionalism

  24. 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

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

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

  27. Activity B-1 Maintaining professionalism

  28. 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

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

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

  31. Activity B-2 Using effective verbal communication

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

  33. Activity B-3 Using nonverbal communication effectively

  34. 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

  35. 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 fix the problem • Escalation of the problem

  36. Activity B-4 Ensuring customer satisfaction

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

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