1. Processing and Resolving the Incident
Chapter 4
Processing and Resolving the Incident

2. 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

3. 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

4. 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

5. 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

6. 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

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

8. 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

9. 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

10. 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

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

12. 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

13. 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