Overview
While managed IT services help businesses run smoothly, there are times where customers require Meta Section to perform break/fix analysis due to unforeseen events in their environment. Over the years we have refined our technique to allow us to quickly get to the root of a problem and take action.
Review Issue with Stakeholders
Successful problem solving starts with understanding the issue at hand. Taking some time up front reviewing a problem with the stakeholders is the first step. Having the “whole picture” not only helps set expectations, but allows the proper resources to be allocated for efficient execution.
Gather User Input and Facts
While it’s important to gather as much information regarding a given problem as possible, it’s also equally important to separate fact from opinion. Many times a user is too close to a problem and can inadvertently provide their opinion as fact. A critical point in this phase is to ensure that all data is collected and stored in a manner that it is easily accessible by all parties involved in the troubleshooting.
Analyze Collected Materials
Once all relative data has been collected a thorough analysis will be performed. This may include gathering of additional data or assigning new subject matter experts based on the results of the analysis. Let’s say a client had pre-determined that a software issue was causing the problem but after analysis we determine that it’s actually related to a physical server on their network. Troubleshooting a custom software issue requires a very different skill set than troubleshooting a server.
Propose Solutions Based on Analysis
Once the root cause has been determined, one or multiple solutions will be proposed depending on the size and scope of the original issue. These solutions will be reviewed with the stakeholders and implemented as required.
Implement Measures to Prevent Future Issues
While fixing issues that arise quickly is key to keeping the ship on course so to speak, it’s always better to prevent issues in the first place. Having proper IT policies and procedures in place will greatly reduce the number of IT “fires” that occur.