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

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