SAS 003 – The Basics of Problem Solving

Today’s episode answers listener feedback and explains the basics of problem solving.

You can send feedback and ideas for future episodes to [email protected]

• Listener Q&A
  
  
  
  • Example degree
    
    
    
    • AAS Computer Information Systems
      
      
      
      • Computer User Support Specialist
      
      
      • 25k – 40k
      
      
      
      
    
    
    • Lab Equipment Cost
      
      
      
      • DL360 G7, 8 Cores, 32GB – $220
      
      
      • DL360E G8, 16 Cores, 32GB – $320
      
      
      
      
    
    
    
    
  
  
  
  


• Today’s Show
  
  
  
  • The Basics of Problem Solving
    
    
    
    • Users report symptoms not problems
    
    
    • Break/Fix
      
      
      
      • Verify the issue
        
        
        
        • Can it be reproduced?
        
        
        • Other users affected?
        
        
        
        
      
      
      • Is a work around available?
      
      
      • Printer example
        
        
        
        • User reports unable to print
          
          
          
          • Where are you?
          
          
          • Which printer?
          
          
          • When did this happen?
          
          
          • When did you last print successfully?
          
          
          • What are you printing?
          
          
          • How urgently do you need it printed?
            
            
            
            • Try another printer as a quick workaround
            
            
            • Offer to print it for them if urgent
            
            
            
            
          
          
          • Can you get online?
          
          
          • Printer Testing
            
            
            
            • Check if printer is online
            
            
            • Check supplies / Status
            
            
            • Check print server
            
            
            • Test print from another computer
            
            
            
            
          
          
          • PC Testing
            
            
            
            • Network connection
            
            
            • Correct printer selected?
            
            
            • Default printer correct?
            
            
            • Correct driver?
            
            
            • Print spooler service restart
            
            
            • Computer restart
            
            
            • Printer port correct
            
            
            
            
          
          
          
          
        
        
        
        
      
      
      • Feature or Project Request
        
        
        
        • Define the requirements and scope
        
        
        • Validate resolution path
          
          
          
          • Training on deployed solution
            
            
            
            • User already has the ability to do what they are requesting
            
            
            
            
          
          
          • Deploy standard solution
            
            
            
            • The requirements fit an existing solution already deployed to others
            
            
            • Manager approval required
            
            
            
            
          
          
          • Investigate and deploy new solution
            
            
            
            • Validate the request by user’s manager
            
            
            • Research candidates that meet requirements and scope
            
            
            • Demo top candidate, include business community as needed
            
            
            • Management approval
            
            
            • Deploy solution
            
            
            
            
          
          
          
          
        
        
        
        
      
      
      • Final Thoughts
        
        
        
        • User Training
          
          
          
          • Users have less issues when they are properly trained
          
          
          
          
        
        
        • Communication is key
          
          
          
          • Especially if a problem will take some time to resolve