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IT Troubleshooting Management: Tactical Troubleshooting overview
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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