Problem-Solving/Hardware Issues Flashcards
(51 cards)
What are the key elements to troubleshooting?
-ID
-Analysis
-Action
-Verification
What is happiness engineering?
Happiness engineering leverages effective communication, empathy, and advanced problem solving skills to elevate the standard of support from mere transactional exchanges to meaningful, positive experiences.
What are the key strategies for troublshooting?
-Ask right questions
-Gather Info
-Logical approach
-Tech/tools
-Doc
What steps are involved in gathering info?
-System logs
-Change management
databases
-Performance metrics
What steps are involved in a logical approach?
-Isolation
-Hypothesis testing
-Root Cause Analysis (RCA)
What steps are involved in tools and technology?
-Diagnostic software
-Monitoring solutions
-Automation scripts
What steps are involved in documenting the process?
-Troubleshooting logs
-Knowledge & base articles
-Post-mortem reviews
What are the key troubleshooting best practices?
-Prioritize problems
-Follow established
protocols
-Stay updated
-Engage in collaborative
problem solving
-Maintain postive attitude
What are the steps involved in prioritizing problems?
-User impact
-Business operations
-Systems stability
What are the steps involved in established protocols?
-Step-by-step guides
-Escalation procedures
-Change mangement
What are the steps involved with stay updated with knowledge?
-Training/cert
-Industry trends
-Best practices
What are the steps involved with stay updated with collaborative problem-solving?
-Cross fxn teams
-Knowledge sharing
What are the steps involved with maintaining a positive attitude?
-Stress management
-Solution oriented mindset
-Customer service
What are the some practical tips to enchance troubleshooting?
-Attentive listening skills
-Critical thinking
-Open-minded
-Verify results
-Follow-up with user
What is the Kepner-Tregoe method?
The Kepner-Tregoe method offers just that—a systematic approach to problem-solving and decision-making. Developed in the 1960s by Charles H. Kepner and Benjamin B. Tregoe, this method is widely used across industries for its effectiveness in tackling tough issues. It is known for its step-by-step process of disconnecting the problem from the decision, making it a popular choice for business and organizational problem-solving contexts.
What are the (4) steps to the Kepner Tregoe Method?
-Situation appraisal: Set out
priorities
-Problem analysis: Find the
true cause
-Decision analysis: Balance
benefits and risks
- Potential problem analysis:
Avoid reactive action
What is SWOT analysis?
SWOT analysis and a decision matrix are highly relevant to troubleshooting as they provide structured frameworks to systematically evaluate and address issues. ultimately leading to more efficient and effective problem resolution
What are the (4) parts of SWOT analysis?
-Strengths
-Weaknesses
-Opportunities
-Threats
What are some additional (4) steps to analyze and interpret results to inform troubleshooting efforts?
-Upgrading hardware
-Otimizing software config
-Increasing bandwidth
-Implementing quality of
service
What is a decision matrix, aka Pugh matrix?
A decision matrix, also known as a Pugh matrix, problem matrix, or selection grid, is a powerful tool designed to streamline decision-making processes, especially when faced with complex scenarios that involve multiple criteria. It organizes and simplifies the assessment of different options, ensuring decisions are made more systematically and objectively.
What are the (5) steps in a decision matrix?
-List options as columns
-Determine evaluation
criteria and list as rows
-Assign weights to each
criterion based on
importance
-Rate each option against
each criterion and multiply
by the weight
-Sum scores for each option
to determine priorities
What are the (3) most important benefits to a decison matrix?
-Simplifies complex
decisions
-Clear visual structure
-Objective evaluation
What are the (7) best practices for effective documentation?
-Clearly identify and define
the problem
-Document the investigation
process
-Capture solutions and result
-Maintain documentation
consistency
-Use clear and concise
language
-Incorporate visuals
-Regularly update
documentation
What are the (7) best practices for clear communication?
-Establish clear objectives
-Active listening
-Tailor the message to your
audience
-Use multiple
communication channels
-Encourage feedback
-Convey important points
clearly and concisely
-Focus on clarity and
conciseness in messages
