IT Systems are hugely complicated, with almost infinite combinations of hardware, software, and peripherals. When you factor in environmental considerations and human error, troubleshooting any problem can be extremely difficult. In this course, you’ll learn the methodologies and processes of troubleshooting, how to reproduce and diagnose problems and issues, and how to fully and accurately document them for engineers and support personnel.
Mike was first awarded as a Microsoft MVP in 2011 and is a recognized technical expert in the Windows experience and troubleshooting with more than a dozen books published, including Beginning Windows 10 and Windows 10 Troubleshooting.
Understanding IT Systems and the Things That Can Affect Them In this module, we're going to look at the ecosystem of our IT hardware and how everything quite literally is connected to everything else. And then we'll look at some of the environmental and human factors that can affect those systems. So let's have a look at what we're going to cover in this module in more detail. We'll begin by looking at how our IT systems are structured, how things are interconnected, and what they're interconnected with. Then we'll look at human factors that can affect our IT systems and how we can use training to mitigate some of these problems. Then we'll look at peripherals--things like printers and other additional hardware and local hardware on our IT systems. And then we'll move on to remote hardware and remote services including cloud services. Lastly, we'll finish by looking at the environmental factors that can affect our IT systems as mother nature can be a cruel mistress.
Documenting Problems & Solutions for Support Personnel & Engineers Correctly documenting IT problems and issues is absolutely crucial, especially where there are several people involved in the support chain of different levels of IT Support and engineers. And also where problems are complex. So that's what we're going to look at in this module. We're going to look at best practice for documenting problems and solutions. So let's have a look at what we're going to cover. We'll begin by looking at why reporting and why documentation is so important. We'll go through this in some depth. Then we'll look at the reporting and documentation process for first-line technical supports--the first people that the customer will call. Then we'll look at the changes for second-line tech support and how they need to document and report on problems. And then we'll have a look at the documentation required by engineers who are actually repairing PCs in the field.