[26427] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Thu May 26 10:12:44 2011
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Message-ID: <3B6FE7CD7AC6BB4789A10467A1F3D38727D04DEC87@UAEXCH07.univ.albany.edu>
Date: Thu, 26 May 2011 10:12:25 -0400
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From: "Lyons, Andrew H" <ALyons1@uamail.albany.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
Erin,
While I don't have any specific materials for it currently, I have used some sample flowcharts for common or interesting issues in the past. Some include the decisions (e.g. narrowing down "it won't start" to the actual symptom and then finding the part or other cause) and some are simply sequential processes (e.g. wireless troubleshooting, including, check configuration > rebuild configuration > winsock reset > reset password > reinstall driver > refer for OS-level corruption issues).
We stress getting all the details available from the customer and their own checking (better too much data than not enough). Other training activities include simulation of issues where we "break" something on a test or lab computer and give the rough symptom, then they must figure out and resolve the cause, if possible (sometimes it is beyond their access to fix and escalating is an option).
We have also built some incident/ticket templates in our tracking system that they use and include basic instructions, troubleshooting steps, or required fields that will be necessary to diagnose further (e.g. printer IP, location, model, restart printer/PC, etc.).
We also include common issues for the campus-specific services in training for both student and professional staff.
Hope this is useful, though I am eager to see what others have too.
Andrew Lyons, IT Support Specialist
ITS Client Support Services
University at Albany
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin Nettifee
Sent: Thursday, May 26, 2011 9:26 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Teaching how to troubleshoot . . .
Hi all,
We're starting our planning for training our new staff in August (here before you know it!)
One of the things that we see as an area of improvement in our training is the idea of teaching how to troubleshoot. It's something that's implicit in all of the training that we do, but we're interested in making much more explicit. We want people to be comfortable not just with "Here's how you fix ____", but also with "The customer says they have no idea what's going on, how do I figure it out?" We have students who work in multiple areas (public schools, help desk, printing, multimedia, communications, training) but we feel like all of them can benefit from this kind of generalized, higher-level training.
Has anyone ever taught a "Troubleshooting 101" class like this before? If so, would you be willing to share your thought process on it, and maybe some course materials? Right now, we're thinking that the best way to structure this would be some introductory lesson / lecture type, and then a LOT of active roleplaying . . . but we want to make it as interactive as possible.
Thanks in advance!
Erin
-----------------------
Erin Nettifee
Coordinator of Academic Support / Link Liaison Duke University Office of Information Technology erin.nettifee@duke.edu
(919) 668-4829 (desk)
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