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70-272 Chapter02

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70-272 Chapter02

  1. 1. RESOLVING A SERVICE CALL Chapter 2
  2. 2. CHAPTER OVERVIEW AND OBJECTIVES <ul><li>Asking relevant questions </li></ul><ul><li>Identifying possible solutions </li></ul><ul><li>Determining the correct solution </li></ul><ul><li>Documenting the call </li></ul><ul><li>Teaching end users </li></ul>
  3. 3. KNOW WHAT TO ASK
  4. 4. WHO, WHEN? <ul><li>Who first experienced the problem at this computer? </li></ul><ul><ul><li>When did this happen? </li></ul></ul><ul><ul><li>Has it happened since? </li></ul></ul><ul><li>Who else has experienced the problem? </li></ul><ul><ul><li>Was it at this computer or another? </li></ul></ul><ul><li>Who else has worked on the issue? </li></ul>
  5. 5. WHAT, HOW, WHY? <ul><li>What is causing the problem? </li></ul><ul><li>How can it be resolved? </li></ul><ul><li>Why did it happen? </li></ul>
  6. 6. REPRODUCING THE PROBLEM <ul><li>Helps validate the cause of the problem </li></ul><ul><ul><li>Cause is more readily apparent </li></ul></ul><ul><li>Leads to a more certain resolution </li></ul><ul><ul><li>Resolution can be tested to ensure success </li></ul></ul><ul><ul><li>More confidence in permanent resolution </li></ul></ul>
  7. 7. DETERMINE A SOLUTION
  8. 8. LOCATING THE ANSWERS <ul><li>Windows XP Help and Support </li></ul><ul><li>Support desk system databases </li></ul><ul><li>Vendor Web sites </li></ul><ul><li>Microsoft’s TechNet and Knowledge Base </li></ul><ul><li>Internet newsgroups and portals </li></ul>
  9. 9. WINDOWS XP HELP AND SUPPORT
  10. 10. OEM EXTENSIONS TO HELP AND SUPPORT
  11. 11. SUPPORT DESK SYSTEM DATABASES <ul><li>Maintained by desktop support staff </li></ul><ul><li>Have specific answers to incidents resolved locally </li></ul><ul><li>Very specific to the configuration being supported </li></ul><ul><li>Get better with age </li></ul>
  12. 12. VENDOR WEB SITES <ul><li>Offer product-specific support </li></ul><ul><li>Deal with most common configurations </li></ul><ul><li>Might link to vendor support desk systems </li></ul>
  13. 13. MICROSOFT TECHNET
  14. 14. MICROSOFT KNOWLEDGE BASE (KB) <ul><li>Documents Microsoft support incidents </li></ul><ul><li>Compiled by Microsoft support personnel </li></ul><ul><li>Well integrated with Microsoft TechNet </li></ul>
  15. 15. INTERNET NEWSGROUPS AND PORTALS <ul><li>Incident discussions between users </li></ul><ul><li>Discussions with support personnel </li></ul><ul><li>Vast databases allowing keyword searches </li></ul>
  16. 16. WORKING WITH POSSIBLE SOLUTIONS <ul><li>Attempting solutions </li></ul><ul><li>Documenting the problem and attempted solutions </li></ul>
  17. 17. ATTEMPTING SOLUTIONS <ul><li>Order possible solutions by relevance </li></ul><ul><li>Back up or preserve current settings </li></ul><ul><li>Restore initial settings if unsuccessful </li></ul>
  18. 18. DOCUMENTING SOLUTIONS <ul><li>Document all steps taken </li></ul><ul><li>Describe cause and solution </li></ul><ul><li>Include all relevant details </li></ul>
  19. 19. INFORM AND TEACH THE END USER <ul><li>Explaining the resolution </li></ul><ul><li>Assisting with Help and Support </li></ul><ul><li>Teaching common maintenance tasks </li></ul>
  20. 20. EXPLAINING THE RESOLUTION <ul><li>Describe the cause of the problem </li></ul><ul><li>Explain what was done to resolve it </li></ul><ul><li>An ounce of prevention… </li></ul>
  21. 21. ASSISTING USERS WITH HELP AND SUPPORT <ul><li>Users are enabled to support themselves </li></ul><ul><li>Results in fewer support calls </li></ul>
  22. 22. TEACHING COMMON MAINTENANCE TASKS <ul><li>Disk Cleanup </li></ul><ul><li>Disk Defragmenter </li></ul>
  23. 23. SUMMARY <ul><li>Listen and ask questions </li></ul><ul><li>Look for possible answers </li></ul><ul><li>Attempt resolutions </li></ul><ul><li>Document results </li></ul><ul><li>Educate end users </li></ul>

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