ittm: tactical troubleshooting
DESCRIPTION
IT Troubleshooting Management: Tactical Troubleshooting overviewTRANSCRIPT
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IT
Troubleshooting Management
Tactical Troubleshooting
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Error X
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What does it take to troubleshoot Error X ?
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Outage X
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How long does it take to troubleshoot Outage X ?
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How does one qualify to troubleshoot errors and outages ?
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Is there a standard troubleshoot skill set
for errors and outages ?
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Is there a standard or best practice in
troubleshooting critical errors and major outages ?
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* the process of using minimal effort and time to identify the cause of a technical
problem
Tactical Troubleshooting
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* the conditioning of technical and logical reflexes
Tactical Troubleshooting
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* the tactical efficiency in fault identification
Tactical Troubleshooting
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* the skill gap between technical knowledge and experience
Tactical Troubleshooting
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What is the difference between troubleshooting
and tactical troubleshooting ?
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* exploratory vs. methodical
Process
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* tentative vs. calculated
Task Execution
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* minimization of outage duration vs. rapid fault identification
Priorities
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* technical tools vs. logical tools
Tools
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* dependence on documented issue vs. dependence on deductive skill
Performance
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* spotty vs. consistent
Resolution Rate
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* “fixed when it’s fixed” vs. quantifiably minimal
Down Time