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A structured approach to issue management and resolution is essential for consistent and predictable success. The harder and more elusive the issue, the more critical that a structured approach is followed. Of course, experience and technical expertise are further essential additional elements.
Step 1: Re-Create The Problem
Ask the user to demonstrate the problem, or if a system issue re-create it yourself. This is an important step, because sometimes the problem lies not with the hardware but with the user. By actually having the client show you what is happening, you can gain more information than by assuming the user is correct in his or her diagnosis.
Step 2: Determine If The Problem Is Hardware Or Software
Determining if the problem lies in hardware can sometimes be accomplished by using some basic senses. Listen for POST beeps, bad cooling fans, or the infamous click-click-click of a bad hard drive. Smell for burning parts. Watch the computer POST and look for error codes. Software problems usually occur more along the lines of crashes, system hangs, error messages, and the like.
Step 3: Divide and Conquer
Isolate the problem by dividing it into logical areas . For example, if the computer produces an error when reading from a DVD, the logical place to look is the DVD drive system. This system consists of the DVD disc, the drive itself, the components that tell the drive what to do, the cable that connects the drive to the motherboard, and the software being used to read the disc. Any of these can cause an error. Your task is to determine where the problem lies. Test and rule out each part of the system until you find the faulty link in the chain.
Step 4: Fix The Problem Or Test A Different Theory
Once the problem has been isolated, repair can begin. Swap the part, change settings, update software, etc. If your solution doesn't work, start the troubleshooting process over again at the appropriate step. Be sure to take notes. This step can be frustrating, but logic will eventually prevail.
Step 5: Test The Solution
Don't immediately assume that you have totally repaired the PC. Occasionally, fixing one problem can cause or reveal others. Test the computer yourself and then have the user test it, under normal operating conditions, to prove that the problem has been solved.
Step 6: Provide Feedback To The User
This is often the most overlooked step of the troubleshooting process. I have seen many technicians who fail terribly at this juncture due to lack of patience, extensive use of technical terms, or just plain being condescending. If a user is paying you to work on an issue, they have a right to know exactly what went wrong and how it was fixed. Explain the problem and the solution to your client, without using overly technical terms. Don't assume that your client is less than intelligent just because they don't share your passion for technology. Remember, your technical prowess may get you the job, but your people skills will ensure that you keep it.
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