A Handy Acronym for Troubleshooting
While I may be getting further from my days of being an active IT troubleshooter it doesn’t mean that I can’t keep refining my technique. As I spend time looking back on my formative years of doing troubleshooting either from a desktop perspective or from a larger enterprise role I find that there were always a few things that were critical to understand about the issues I was facing.
Sadly, getting that information out of people in the middle of a crisis wasn’t always super easy. I often ran into people that were very hard to communicate with during an outage or a big problem. Sometimes they were complicit because they made the mistake that caused it. They also bristled at the idea of someone else coming to fix something they couldn’t or wouldn’t. Just as often I ran into people that loved to give me lots of information that wasn’t relevant to the issue. Whether they were nervous talkers or just had a bad grasp on the situation it resulted in me having to sift through all that data to tease out the information I needed.
The Method
Today, as I look back on my career I would like Continue reading