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Guide to Computer User Support, 3e 2. The troubleshooting process and thinking skills required for successful troubleshootingCommunication skills for troubleshootingInformat
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1. Chapter 4 Troubleshooting Computer Problems
2. Guide to Computer User Support, 3e 2 The troubleshooting process and thinking skills required for successful troubleshooting
Communication skills for troubleshooting
Information resources to solve computer problems
Which tools are used to troubleshoot computer problems
Strategies for troubleshooters
How to develop a personal problem-solving strategy Learning Objectives
3. Guide to Computer User Support, 3e 3 Troubleshooting is the process of defining, diagnosing, and solving computer problems
Uses several thinking and communications skills, information resources, strategies, and methods
Is troubleshooting a step-by-step or an iterative process?
Is troubleshooting a scientific or creative process? What is Troubleshooting?
4. Guide to Computer User Support, 3e 4 Sequential versus Iterative Problem-solving
5. Guide to Computer User Support, 3e 5 A repetitious process
A creative process that requires flexibility
Involves several paths or approaches to problems
Steps are repeated in a loop until a fruitful path is found
Avoids hit-or-miss, trial-and-error approach to troubleshooting Troubleshooting as an Iterative Process
6. Guide to Computer User Support, 3e 6 Problem solving
Critical thinking
Decision making Thinking Skills Used in Troubleshooting
7. Guide to Computer User Support, 3e 7 Problem solving is an activity where there is a current state X and a goal state Y and alternate paths to get from X to Y
Objective is to get from X to Y quickly, accurately, effectively, or efficiently
Look for:
Analogies: how is this problem similar to others?
Contradictions: two facts cannot be true at the same time Problem Solving
8. Guide to Computer User Support, 3e 8