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+ CompTIA Network+ Novell ASID
Basic troubleshooting stages
1. Back up data
2. Divide and analyze
3. Verify
4. Research
5. Document
CompTIA’s A+ model
1. Identify the problem
2. Establish a theory of probable cause
3. Test the theory to determine actual cause
4. Create a plan of action
5. Verify the results
6. Document the resolution
CompTIA’s Network+ model
1. Gather information
2. Identify the affected area
3. Determine if anything has changed
4. Establish the most probable cause
5. Determine if escalation is necessary
6. Create an action plan
7. Implement a solution and test the result
8. Identify the results of the solution and its effects
9. Document the problem and the solution
Novell’s model
1. Try some quick, obvious fixes
2. Gather basic information
3. Develop a plan
4. Execute your plan
5. Verify user satisfaction
6. Document the problem and solution
The ASID model
Four-stage process: Acquire Simplify Implement Document
Activity A-1
Discussing troubleshooting methods
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
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
Activity A-2
Developing a hypothesis about a problem’s cause
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
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
Activity A-3
Identifying documentation and information resources
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
Microsoft KB article
Activity A-4
Using Microsoft Help and Support to research an error code
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
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
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
Activity A-5
Tracking problems and resolutions
Topic B
Topic A: Troubleshooting models Topic B: Professionalism
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
Professional communication guidelines
Speak clearly Avoid jargon Keep messages concise Be specific Make sure the message is understood Listen actively Paraphrase messages
Pitfalls of communication
Jumping to conclusions Becoming distracted Exaggerating Using negative words Sending conflicting messages
Activity B-1
Maintaining professionalism
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
Verbal communication
Three vocal characteristics you can control to become a more effective speaker: – Volume– Rate– Pitch
Rate and volume also affect your pitch
Verbal guidelines
Use positive language Use non-inflammatory language Use powerful language Remember names
Activity B-2
Using effective verbal communication
Nonverbal communication
Six types with the most impact:– Handshakes – Expression and eye contact – Proximity – Touch – Gestures and posture – Physical appearance
Activity B-3
Using nonverbal communication effectively
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
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
Activity B-4
Ensuring customer satisfaction
Unit summary
Described troubleshooting models and problem tracking systems
Learned how to interact professionally with users and achieve customer satisfaction
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