By Anthony W. Hill & Course Technology1 Troubleshooting Computer Problems

By Anthony W. Hill & Course Technology2 *What Is Troubleshooting? The process of defining, diagnosing, and solving computer problems Uses several thinking and communications skills, information resources, strategies, and methods An iterative process

By Anthony W. Hill & Course Technology3 *Thinking Skills Used in Troubleshooting 1.Problem solving 2.Critical thinking 3.Decision making

By Anthony W. Hill & Course Technology4 Problem Solving An activity where there is a current state X and a goal state Y and alternative paths to get from X to Y Objective is to get from X to Y quickly, accurately, effectively, or efficiently

By Anthony W. Hill & Course Technology5 A Problem-solving Model State X: Current State State Y: Goal State

By Anthony W. Hill & Course Technology6 Critical Thinking Cognitive skills used to: –Analyze a problem –Search for underlying logic or rationale –Find alternative ways to explain an event or situation

By Anthony W. Hill & Course Technology7 Critical Thinking Includes – Creativity : The ability to find a novel or innovative solution to the problem –The ability to design and test hypotheses – Metacognition : The ability to think about your own thought processes

By Anthony W. Hill & Course Technology8 Decision Making The ability to: –Define effective alternatives –Weigh the pros and cons of each alternative against predefined criteria –Reach a decision

By Anthony W. Hill & Course Technology9 Tools Troubleshooters Use 1.Communication skills 2.Information resources 3.Problem-solving strategies 4.Personal characteristics

By Anthony W. Hill & Course Technology10 Communication Skills An important tool because most troubleshooting situations require at least some communication with an end user about a problem

By Anthony W. Hill & Course Technology11 How Troubleshooters Use Communication Skills To get a basic description of a problem To learn the user’s perspectives on the problem To probe for additional information To effectively communicate the solution back to the user

By Anthony W. Hill & Course Technology12 * Types of Communication Skills 1.Listening skills 2.Paraphrasing 3.Critical questions 4.Probes 5.Explanation

By Anthony W. Hill & Course Technology13 Listening Skills Listen to the words the user chooses to describe the problem Allow the user enough time to explain the problem Try to obtain as accurate a description of the problem as possible

By Anthony W. Hill & Course Technology14 Paraphrasing An active listening skill in which you restate in your own words what you heard the user say about the problem Used to resolve misunderstandings and get a clear problem description Example –End user description: “I don’t know what happened, but the program doesn’t work.” –Support specialist paraphrase: “So, the program used to work, but now it doesn’t?”

By Anthony W. Hill & Course Technology15 Critical Questions Elicit important information from the user Challenge assumptions a support specialist might make Often reveal information the user wouldn’t have thought to relate Examples –“What were you doing just before you first noticed the problem?” –“Have you ever had this problem before?” –“Is the problem repeatable?”

By Anthony W. Hill & Course Technology16 Probes Follow-up questions designed to elicit additional information about a problem A sequence of probes often clarifies a problem situation

By Anthony W. Hill & Course Technology17 Explanation A communication skill in which a support specialist describes the solution to a problem so the user understands: –Why the problem occurred –The steps required to resolve it

By Anthony W. Hill & Course Technology18 Information Resources Personal experience Scripts Knowledgebases Colleagues Vendors and contractors

By Anthony W. Hill & Course Technology19 Personal Experience Based on background and previous experiences Search personal knowledge for information about the problem or related problems Suggestion: Make notes after a problem is solved and organize them by symptoms, equipment type, etc.

By Anthony W. Hill & Course Technology20 Scripts List questions to ask and follow-up probes to ask Are arranged in a logical sequence Cover all possible known paths to solve the problem

By Anthony W. Hill & Course Technology21 Knowledgebases Organized collections of facts, information, articles, procedures, tips, and prior problem solutions

By Anthony W. Hill & Course Technology22 Types of Knowledgebases Vendor manuals –Often contain chapters on troubleshooting and frequently asked questions (FAQs) Trade books –Fill vacuum for well-written information about popular hardware and software products continued

By Anthony W. Hill & Course Technology23 Types of Knowledgebases Online help –Available with most software products CD-ROM databases –Permit searching for information about a specific product or problem Faxback services –Offered by some hardware and software vendors continued

By Anthony W. Hill & Course Technology24 Types of Knowledgebases Internet Web sites –Maintained by product and service vendors ListServs and Newsgroups – ListServ : An automated service that distributes messages posted to the ListServ to every member who has subscribed to the ListServ – Newsgroups : Internet discussion groups where participants with common interests in a topic post messages in a bulletin board atmosphere

By Anthony W. Hill & Course Technology25 Colleagues Provide a different perspective Give new insights into the problem Escalation : Referral of a difficult or complex problem to a higher support level for resolution

By Anthony W. Hill & Course Technology26 Vendors and Contractors May have seen a baffling problem before and be able to offer suggestions to resolve it Outsourcing: An agreement with a computer services support organization to provide problem-solving assistance for a fee or by contractual agreement

By Anthony W. Hill & Course Technology27 * Problem-solving Strategies 1.Look for a quick, obvious fix –For example ; if a monitor doesn’t work, check the cable connection first 2.Try to replicate the problem yourself –Is a process of trying to repeat a problem in a different situation or environment –Example; test the Application at another computer with the same configuration if it gives the same error message 3.Examine the configuration Some problem may occurs due to incompatible combination of hardware and software

By Anthony W. Hill & Course Technology28 Problem-solving Strategies 4.View the system as a group of subsystems –Divide the computer to a different parts to check the interconnection where the real problem is 5.Use a module replacement strategy –Try to replace the hardware/software component to check either its working or not –Example; test the CDROM at another computer if it can work 6.Try a hypothesis testing approach –Test for hypothesis to check the cause of the problem –For example : if wrong username or password, user cannot login 7.Restore to a basic configuration –Restore back to basic to eliminate any interaction problem between hardware and software

By Anthony W. Hill & Course Technology29 Personal Characteristics Patience and persistence Enjoy the problem-solving process Enjoy working with people Ability to learn

By Anthony W. Hill & Course Technology30 What Is a Personal Problem-solving Philosophy? Includes an understanding of the strengths a support specialist brings to each problem Recognizes that selected tools and skills have been successful to solve past problems Relies on information resources that have proved useful in past situations Is improved by the metacognition process where a problem solver carefully examines his/her own thought processes