Processing and Resolving the Incident Chapter 4 Processing and Resolving the Incident

Problem Solving Process used to arrive at a solution to a difficult or disruptive situation Problem Solving Steps Identifying the problem Determining the problem’s root cause Generating options Evaluating and prioritising options Determining a course of action

Step 1. Identifying the Problem Collect Data User data Internal and external users Problem data Component affected Symptoms Date & time of problem Description of the problem What was the user doing? What happens? What should happen? When does it happen? Rule out the obvious Plugged in, turned on, reboot

Step 2. Determine the Cause Ask questions open-ended Have you tried rebooting? closed-ended Describe what you see on the screen. Replication Recreate the problem Root Cause Analysis Identify cause areas Identify underlying causes Identify root cause Fishbone diagram

Step 3. Generating Options Left brain and right brain Use both side of the brain to solve a problem, think creatively Brainstorming Group technique resulting in creative solutions to the problem Think outside the box Look at the problem from different prespectives

Step 4. Evaluating and Prioritising Options Module Replacement Replace components one at a time with ones that you know are working Hypotheses testing Evaluate each possible solution through testing Configuration management Revert to basic configuration and gradually introduce hardware and software

Step 5. Determining a Course of Action Decision Making Timing Resources Cost Likelihood of solving the problem

Problem Ownership Responsibility for the incident is assigned to an individual Communicate with the user Tracking incident progression Ensuring progression Ensuring resolution is to users satisfaction Entering resolution information Closing incident Notification – informing others (other analysts and users) of the problem where necessary and appropriate

Escalating Problems Reasons for Escalating Time No communication from helpdesk Problem is serious and time critical Problem is getting worse High level user User dissatisfaction with analyst

Escalation Policies Who can decide to transfer a problem? When does escalation occur? How are problems escalated? Who has ownership of a transferred problem? Non-technical Escalation

Dealing with Difficult Users Angry Caller Exercise 4.2 Abusive Caller Exercise 4.3 Talkative Caller Exercise 4.4

Resolving Calls Call resolution occurs when a solution that is implemented results in the elimination of the problem. Closing Calls Determining user satisfaction Follow up

Lab Complete the computer practice exercises from this chapter in the lab. Critical thinking questions, page 126. Helpdesk project 3,4,5,7,8, pages 126 & 127 . Helpdesk strategies 1, pages 127 & 128