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7 Step Troubleshooting
Posted by Carl Ingram, Last modified by Carl Ingram on 15 September 2014 07:14 AM

+++++++++++++++7 Step Problem solving++++++++++++++++++++++++++++

  • ATTACH this ARTILCE to TICKET
    • see category specific troubleshooters for defned problems
    • Allow 20 minutes for the 1st 5 steps (1st 5 steps MUST BE COMPLETED )
    • Escalate if you reach step 5 and have no idea after 1 hr.
    • Use the "research " article guidlines to research symptoms/solutions
  •  
  1. Find the right problem to solve; Document Symptoms (Most Critical Step. YOU MAY HAVE TO START OVER, ITS OKAY )
    1.  
    2.  
  2. Define the problem
    1.  
    2.  
      1.  
  3. Analyze the problem
    1.  
      1.  
        1.  
    2.  
      1.  
        1.  
  4. Developing possibilities
    1.  
    2.  
  5. Selecting the best solution
    1. Reason solution used (REQUIRED):
  6. Implementing
    1. DOcument high level steps (REQUIRED)
      1.  
      2.  
      3.  
      4.  
      5.  
  7. Evaluate and document learnings
    1. Test results (DID IT SOLVE THE PROBLEM (if not-review steps 1, 2,3,etc..)
    2. Lesson Learned/Post mortem (create post mortem ticket when clients are impacted)

 

 



Attachments 
 
 msl_201_l04a_intro_to_problem_solving.pdf (1.68 MB)
 problem analysis.docx (276.68 KB)
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