ITTM: Tactical Troubleshooting

IT

Troubleshooting Management

Tactical Troubleshooting

Error X

What does it take to troubleshoot Error X ?

Outage X

How long does it take to troubleshoot Outage X ?

How does one qualify to troubleshoot errors and outages ?

Is there a standard troubleshoot skill set

for errors and outages ?

Is there a standard or best practice in

troubleshooting critical errors and major outages ?

* the process of using minimal effort and time to identify the cause of a technical

problem

Tactical Troubleshooting

* the conditioning of technical and logical reflexes

Tactical Troubleshooting

* the tactical efficiency in fault identification

Tactical Troubleshooting

* the skill gap between technical knowledge and experience

Tactical Troubleshooting

What is the difference between troubleshooting

and tactical troubleshooting ?

* exploratory vs. methodical

Process

* tentative vs. calculated

Task Execution

* minimization of outage duration vs. rapid fault identification

Priorities

* technical tools vs. logical tools

Tools

* dependence on documented issue vs. dependence on deductive skill

Performance

* spotty vs. consistent

Resolution Rate

* “fixed when it’s fixed” vs. quantifiably minimal

Down Time

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