Troubleshooting – resolve the issue

Don’t be a hack, follow best practices to ensure a timely and complete incident resolution.

In this final post I’ll talk a little bit about what it means to resolve an issue.

Steps 1 and 2 can be found here.

Step 3 – Resolve the issue

Supposing you spent the time to identify the problem that your users are facing, you isolated the cause using logic, experience, and knowledge. Now it’s time to resolve the issue. The resolution of an IT issue has many facets these are the most important pieces that should be included every time an issue is resolved. Continue reading “Troubleshooting – resolve the issue”

Troubleshooting – Isolating the cause

This post is the second in my three part series on troubleshooting. In last weeks post I focused on the importance of building trust with your client by asking the right questions to solicit the valuable details you need to appropriately diagnose an IT problem. This week I will talk about the importance of isolating a specific cause. Continue reading “Troubleshooting – Isolating the cause”