Chapter #6 Summary and notes

Chapter #6 Summary and notes - Slide Sho w Outline 1 Lesson...

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Slide Sho w Outline
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1 Lesson 6: Solving and Preventing Problems 2 Objectives Use proven techniques to methodically solve problems Learn how to take ownership of ongoing problems and keep customers and management informed about the status of problem resolution activities Learn ways to manage your workload and maintain a positive working relationship with other support groups Understand the importance of focusing on problem prevention 3 How to Solve Problems Methodically A high percentage of problems are recurring Plenty of information is available for finding solutions to problems As a help desk analyst, you can: o Draw from your experience o Access available knowledge bases o Use tools o Engage other analysts or level two service providers 4 Solving and Preventing Problems Problem - An event that disrupts service or prevents access to products Common problems include a broken device, an error message, a system outage Solving problems efficiently and effectively requires a methodical approach, or process Problem solving is a skill that you can improve with practice 5 The Problem Management Process
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Process - A collection of interrelated work activities - or tasks - that take a set of specific inputs and produce a set of specific outputs Procedure - A step-by-step, detailed set of instructions that describes how to perform the tasks in a process Flow chart - A diagram that shows the sequence of tasks that occur in a process 6 The Problem Management Process (continued) 7 The Problem Management Process (continued) Problem management - The process of tracking and resolving problems Symptom - A sign or indication that a problem has occurred Probable source - The system, network, or product that is most likely causing the problem Root cause - The most basic reason for an undesirable condition or problem, which, if eliminated or corrected, would prevent the problem from existing or occurring 8 The Problem Management Process (continued) 9 The Problem Management Process (continued) Problem management (also called incident management) includes answering questions and inquiries Problems, questions, and inquiries represent varying degrees of impact and speak differently to product and company performance Distinguishing between them enables companies to: o Determine which types of contacts are most common
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o Put in place processes and technologies for resolving each type of contact in the most efficient, cost-effective way possible 10 The Problem Management Process (continued) Request - A customer order to obtain a new product or service, or an enhancement to an existing product or service Trend analysis - A methodical way of determining and, when possible, forecasting, service trends Root cause analysis - A methodical way of determining the root cause of problems 11 The Problem Management Process (continued) 12 Step 1: Gather All Data Needed to Create Information Data must be logged accurately and completely
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Chapter #6 Summary and notes - Slide Sho w Outline 1 Lesson...

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