CIS 285 Lecture 5 PDF - Troubleshooting Computer Problems

CIS: 285: End User Training and Support Skills for Troubleshooting Computer Problems Outline Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22...

CIS: 285: End User Training and Support Skills for Troubleshooting Computer Problems Outline Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22 2/2/2024 Review last Lecture (4) (Ch11 of the book)- Technology Training Computer for Users Goals of training activities Steps in the training process How to plan a training session How to prepare a training session How to present a training module How to progress toward higher-quality training 2 2 Fall 21-22 2/2/2024  Lecture 5 (Ch4) - Skills for Troubleshooting Computer Problems Outline The troubleshooting process and the thinking skills required for successful troubleshooting Communication skills for troubleshooting Information resources to help solve computer problems Diagnostic and repair tools used to troubleshoot computer problems Strategies for troubleshooting How to develop your own approach to problem solving 2 3 Fall 21-22 2/2/2024  2/1/2024 4 Customer satisfaction Organization aim to reach 100% customer satisfaction Who is responsible for customer satisfaction? ▪ Sales CSAT ▪ Manager ▪ Front office ▪ Customer service ▪ Technical support Customer satisfaction (CSAT) : Measure of how well a company’s products, services, and overall customer experience meet customer expectations. 2 4 Fall 21-22 2/2/2024  2/1/2024 5 End-user Support Solving problems is one of the most critical and frequent tasks user support agents perform End users bring a variety of issues to user support agents; such as Requests for information Questions about how to perform a task Complaints about a product or feature Problems that prevent users from operating technology successfully Issues to user support agents can be categories to 3 area 1. Service Request 2. Incident 3. Problem 2 5 Fall 21-22 2/2/2024  6 2/1/2024 IT Support definitions What is the difference between Incident and problem ? An incident interrupts normal service. A problem is a condition identified through a series of multiple incidents with the same symptoms. What Is Troubleshooting? Troubleshooting is defining, diagnosing, and solving computer problems. The ability to follow a sequence of steps, such as those used to install a software package, is an important job skill for support agents Troubleshooting is often an iterative process—a process that involves several paths or approaches. 2 6 Fall 21-22 2/2/2024  2/1/2024 7 Skills for Troubleshooting Computer Problems Comparison between a sequential problem-solving process with an iterative one. 2 7 Fall 21-22 2/2/2024  2/1/2024 8 Troubleshooting Workflow Sequential Iterative 2 8 Fall 21-22 2/2/2024  2/1/2024 9 IT Support Tier levels Most organizations recognize the need for a level of technical troubleshooting services. These levels also known Tier level Escalate Complexity 2 9 Fall 21-22 2/2/2024  2/1/2024 10 Example of ticket system Service Level Agreement Dashboard of Ticket System (ITSM) 2 10 Fall 21-22 2/2/2024  2/1/2024 11 IT Service Management System (ITSM) 2 11 Fall 21-22 2/2/2024  2/1/2024 12 Skills for Troubleshooting Computer Problems It is often both a logically structured and a creative process that requires flexibility, thinking skills, and patience. The approach to troubleshooting could be treated as A. Simple, fixed sequence of steps one follows until a problem is solved. Others could be B. hit-or-miss strategy (sometimes called trial-and error) The tools user support agents employ in troubleshooting can be physical tools, such as a diagnostic program or a database of information, or they can be thinking skills, such as problem solving, critical thinking, and decision making. – Note: Physical tools: Tool kits, Diagnostic software, Antivirus, – Other tools: Ticketing system, log-book, Dashboard, Reporting 2 12 Fall 21-22 2/2/2024  2/1/2024 13 Problem-Solving Skills (1-2) Problem-Solving Skills: a process of moving from current status (Event X)- the problem state to a future state of event Y (Goal State) Problem-solving process 2 13 Fall 21-22 2/2/2024  2/1/2024 14 Problem-Solving Skills (2-2) Problem solvers use a variety of thinking skills Analogies: a comparison of the way in which the current problem is similar to other problems that have been solved previously; Ex use of Mouse in USB1/2 Contradictions: established through investigation that rules out, or contradicts, a potential solution; Ex: SD memory card doesn’t operate in one digital camera, but works in another one, the problem is unlikely to be a defective SD memory card. 2 14 Fall 21-22 2/2/2024  2/1/2024 19 Decision-Making Skills Decision making is the process of selecting one alternative from among a number of alternatives, based on predetermined evaluation criteria. Business decisions are often based on criteria such: – Economic (lower cost) – Greater output volume – Higher profit margin – Improved quality – Superior customer service – Better employee morale. Decision making in technology problem solving is important when support agents are confronted with several explanations for a problem. – Example: hard drive is not reading full capacity 1T instead its displaying 250G. What are the options? 2 19 Fall 21-22 2/2/2024  2/1/2024 21 Tools Troubleshooters Use To successful troubleshoot you will need to use tools that are grouped into one of five broad categories 2 21 Fall 21-22 2/2/2024  2/1/2024 22 1. Communication Skills Communication and interpersonal skills in the first category of troubleshooting tools, Best practise to communicate to end users : – Use of scripts to thank caller and induce agent name and ask “ how may I help” ▪ Follow Dept Technical script of gathering information ▪ Get basic description of the of the problem ▪ learn the user’s perspectives on the problem ▪ Give end user time to explain the problem. ▪ Take a note of the issue and be an Active lister ▪ Probes: Follow-up questions intended to elicit more information ▪ Get indication of ticket criticality, business impact ▪ Explanations phase: when issue is resolved ▪ Verification: confirm issue is resolved from user perspective. 2 22 Fall 21-22 2/2/2024  2/1/2024 23 Group discussion 2 23 Fall 21-22 2/2/2024  2/1/2024 24 Group discussion Ask questions. Study the following problem descriptions, then determine what additional information you, as a support agent, would want from this user. Develop several questions you could ask to obtain the information you would need to resolve these problems. Problem 1—“My PC is frozen. I don’t know what I did wrong. The display is locked. Nothing I try does any good. I press keys on the keyboard, and nothing happens. The mouse pointer won’t move either.” Problem 2—“I cannot access the Internet. My email app doesn’t work. Neither does my search engine. Do you think the Internet is down?” Problem 3—“My tablet PC is getting slower and slower. If it gets any slower I may have to go to the store and purchase a newer model.” 2 24 Fall 21-22 2/2/2024  2/1/2024 25 2. Information Resources (1-4) Support agents have have access to information resources when they need to research solutions to problems that they have not yet encountered – White pages, – Technical library, – Knowledge base articles – Personal experience – Scripts and checklists, – Coworkers and professional contacts, – Support vendors and contractors – Escalation and team problem solving 2 25 Fall 21-22 2/2/2024  2/1/2024 26 2. Information Resources (2-4) Knowledge Bases(KB): is an organized collection of information, articles, procedures, tips, and solutions to previous problems that can serve as a resource in problem- solving situations – Vendor manuals – Trade books – Trade publications and journals ; subscription basis ex:PCWorld, Macworld, PC Today, Redmond Magazine – Websites – Search engines 2 26 Fall 21-22 2/2/2024  2/1/2024 27 2. Information Resources (3-4) Coworkers and Other Professional Contacts; Access to other technology professionals is an important resource for problem solving. Contacts can take place through: – Network of coworker ( other companies, domain etc) – Social media ▪ Facebook, Twitter, LinkedIn, Blog, – Website discussion forms ▪ Tech Support Guy, Computing.net, Computer Hope – Newsgroups Support Vendors and Contractors – Product vendors are often an extremely useful information resource ▪ Email, log a call with tech support/ portal – Outsourcing company 2 27 Fall 21-22 2/2/2024  2/1/2024 28 2. Information Resources (4-4) Escalation and Team Problem Solving – If Problem-solving attempts and resources fail, a referral to a higher support level, called an escalation, – Escalation usually involves referring a problem from a support level 1 or level 2 agent to a higher level of technical support. – To escalate you need to provide; client info, problem discretion, analysis and diagnose done with results. 2 28 Fall 21-22 2/2/2024  2/1/2024 29 3. Diagnostic and Repair Tools (1-2) Circuit testers Diagnostic tools to detect and repair hardware devices, software applications, and network communication problems Ex: – Hardware repair and network technicians and engineers use hardware diagnostic tools, such as circuit testers, signal loop- back tools, and network protocol analyzers. Signal loop – Software tools, sometimes called utility software, such as: Antivirus software, file management tools, compression tools, disk management tools Network protocol analyzers MiniTool Partition Wizard Free Antivirus 2 29 Fall 21-22 2/2/2024  2/1/2024 30 3. Diagnostic and Repair Tools (2-2) General-Purpose and Remote Diagnostic Tools: These tools include software utilities that aid troubleshooters. Remote access is a type of utility software that permits support agents to control the operation of a user’s computer remotely over a network connection. Ex TeamViewer, Quick assist, LogMeIn Organizations that are concerned about the security of remote access to a user’s PC via the Internet can adopt virtual private network (VPN) technology. A VPN uses the Internet to connect remote users to corporate servers it employs sophisticated user authentication and encryption technologies. TeamViewer 2 30 Fall 21-22 2/2/2024  2/1/2024 31 1. In ____ listening, the listener is as engaged in the communication process as the speaker—rather than being a passive receiver of information. Answer: Active 2. Follow-up questions intended to elicit more information from a user about a problem are called: a. explanations b. probes c. critical questions d. verifications Answer: B 3. Escalation involves referring a problem to a higher level of technical support. (True/False) Answer: True 2 31 Fall 21-22 2/2/2024  2/1/2024 32 4. Problem-Solving Strategies Some strategy used to problem solving as follows: 2 32 Fall 21-22 2/2/2024  2/1/2024 33 ❑ Strategy: Look for a Simple look for a simple, obvious solution to a problem. – Ex: if a wireless router does not work, consider first the possibility that it may just have become unplugged. But remember that there are four possible ways 2 33 Fall 21-22 2/2/2024  2/1/2024 34 Troubleshooting Printer workflow 2 34 Fall 21-22 2/2/2024  2/1/2024 35 ❑ Strategy: Attempt to Replicate a Problem Attempt to Replicate a Problem: Replication is the process of trying to repeat a problem, either in the same or a different situation or environment, to see if the problem recurs. First, support agents should try to replicate a problem on the user’s computer if possible. Second, they should try to perform the same task or reproduce the same situation on another user system or on their own device. If they can’t get a problem to reoccur on the user’s system, it may be traceable to a mistake the user is making If the problem won’t reoccur on another device, a difference in the configuration of the two systems may account for the problem. If this is the case, a troubleshooter can begin to look at differences between the two systems (hardware and operating system configuration differences, different application software versions, and so on) 2 35 Fall 21-22 2/2/2024  2/1/2024 36 ❑ Strategy: Examine the Configuration Some problems occur because a particular combination of hardware, operating system, and application software doesn’t work well together Check on hardware and software – Installation requirements – Possible incompatibilities – Mobile device settings options 2 36 Fall 21-22 2/2/2024  2/1/2024 37 ❑ Strategy: Initiate a Root Cause Analysis (1-2) Issue cannot be solved by rebooting a system, reinstalling or reconfiguring a software package, or rechecking cables. Quick fix may get rid of the symptoms of a problem temporarily but fail to get to the underlying cause of the problem-- > use Root cause analysis strategy to look beyond the visible symptoms of a problem to search for (the real cause). We do that by 3 steps: 1. Identify (in writing) what the problem is 2. Describe (in writing) why the problem occurs 3. Return to step 1 until the root cause of a problem is identified 2 37 Fall 21-22 2/2/2024  2/1/2024 38 ❑ Strategy: Initiate a Root Cause Analysis (2-2) https://www.youtube.com/watch?v=4eteSMuum6k 2 38 Fall 21-22 2/2/2024  2/1/2024 39 ❑ Strategy: View a System as a Group of Subsystems A computer system is actually a group of subsystems linked together to form a complete system One problem-solving strategy is to consider the subsystems as a sequence of linked components, some hardware and some software. – For example, consider the problem of a user who wants to print a memo in the Courier font However, when printed, the memo is in Arial font. What you need to consider in troubleshooting ? Sketch a block diagram of the subsystems and their relationship to each other Start: – At either end of a chain of subsystems – In the middle of the chain Trace the problem forward or backward 2 39 Fall 21-22 2/2/2024  2/1/2024 40 ❑ Strategy: Use a Module Replacement Involves replacing a suspected defective hardware or software component with one that is known to work – Swap out suspect hardware components – Reinstall software packages Tip: Don’t spend too many resources trying to repair an inexpensive, inoperative device – replace it. 2 40 Fall 21-22 2/2/2024  2/1/2024 41 ❑ Strategy: Restore a Base Configuration Eliminate variables or factors that can make a problem complex or complicated – Remove hardware components to simplify a configuration – Disconnect a system from a network to observe its standalone operation For example, If a piece of hardware—such as a digital camera—will not operate correctly when connected to a USB port, a support technician may try removing one or more other USB components to see if the new camera will operate correctly in a stripped-down, base system configuration. 2 41 Fall 21-22 2/2/2024  2/1/2024 42 Brainstorming Group discussion 2 42 Fall 21-22 2/2/2024  2/1/2024 43 ❑ Strategy: Examine the Configuration User in HR called you at the call center complaining that he is unable to scan a document – what steps your group would follow to resolve the problem? The scanner model is not supported by the operating system version. The scanner was not configured (settings) to work correctly with the operating system. An up-to-date scanner device driver was not installed and configured to support the device. The application software that inputs scanned images was not correctly configured for the specific model of scanner Another device conflicts with the scanner’s use of operating system resources Software has recently been installed that conflicts with the scanner device or its software 2 43 Fall 21-22 2/2/2024  2/1/2024 44 Personal Characteristics of Successful Troubleshooters Personal Characteristics of Successful Troubleshooters 2 44 Fall 21-22 2/2/2024  2/1/2024 45 Developing Your Own Approach to Problem Solving The problem-solving approach described in this chapter treats troubleshooting technology problems as a process, but not a process with a fixed sequence of one- size-fits-all steps All support agents are confronted with problems where the solution is not obvious. At such times, they need a personal approach to problem solving. HOW? – Use your own experience, knowledge, skills, thought processes, access to information – Improve your troubleshooting skills and learn to use the problem-solving tools described in this course – Analyze your troubleshooting approach. Recognize your personal strengths and areas where you need to improve. ▪ Use Search engine ▪ Develop your network of colleagues and exchange info ▪ Read historical ticket generated by your organization ▪ On going learning – one good certificate is A+ 2 45 Fall 21-22 2/2/2024  2/1/2024 46 Chapter Summary (1-3) Successful troubleshooting relies on an understanding of the troubleshooting process and uses thinking skills The troubleshooting process is: – Iterative – Creative Thinking skills for troubleshooting include: – Problem solving – Critical thinking – Decision making 2 46 Fall 21-22 2/2/2024  2/1/2024 47 Chapter Summary (2-3) Troubleshooting uses several skills and tools – Communication skills – Information resources – Diagnostic and repair tools – Problem-solving strategies – Personal characteristics of troubleshooters 2 47 Fall 21-22 2/2/2024  2/1/2024 48 Chapter Summary (3-3) Problem-solving strategies: 1. Look for a simple, obvious solution 2. Attempt to replicate the problem 3. Examine the configuration 4. Initiate a root cause analysis 5. View a system as a group of subsystems 6. Use a module replacement strategy 7. Apply a hypothesis-testing approach 8. Restore a base configuration 2 48 Fall 21-22 2/2/2024