Time
5 hours 33 minutes
Difficulty
Beginner
CEU/CPE
3

Video Description

Implement Solution Now that we've tested, confirmed our results and documented that phase, you look at implementing a solution to the problem. After this lesson is completed, you'll know how to craft a strategy and plan of action for deploying a solution to the problem(s) you've identified the cause of. And you'll understand the importance of documenting and mapping our tangible action items for this stage the troubleshooting process is critical whether you determine you can resolve the problem or that it must be passed off to an appropriate party for resolution.

Video Transcription

00:04
Now we have our correct theory. We determine that this theory is what's causing the problem. This issue is what's causing the problem. So next we're going to create our plan of action and implement our solution. Now if there is an issue that we ourselves couldn't fix,
00:20
if it's something that we need to pass on to something with someone else,
00:24
we can still develop this plan of action. This plan of action allows us to say OK, these are the next step, the next steps that need to be done Now, If this is something we can do, then we want to develop those next steps and implement it. But sometimes there's a gap between planning the steps
00:42
and when we can actually fully implement that
00:45
or planning the steps and having to pass it on to someone else. So this this stage, maybe where we have to pass it off. But if not, then we're in luck and we can solve the issue. So we wantto put the steps in motion to solve the issue. If it's bad Ram modules, maybe we need to plan out
01:03
how we're going to get the ram ordered and then receive it and then put it into the system.
01:07
We need to. If it's a bad, hard drive, we may need to start recovering some data off of the hard drive before we can worry about replacing the hard drive and getting the computer up and running again. So we need to set out what steps we're gonna do next, and then we need to get those steps started. We need to start putting it into action and implementing them.
01:26
Now we want to perform some tangible actions now. These actions are especially important if we're working on someone else's computer. Ah, lot of times some people may be understanding. But a lot of times, if someone's having an issue with their computer and you say, OK, I know what the problem is, Let me write this up and pass it on.
01:45
People are starting to start getting frustrated because you know what the problem is. You may even know how to fix it, but it doesn't seem like you're doing anything. So maybe we want to give someone some tangible documentation. We want to send them a good email, listening out everything we're gonna be doing. We're gonna say Okay,
02:00
It's bad. Ram module. We're gonna take your computer. I'm gonna order Ram from this source. It should take about this long to arrive.
02:07
We'll get it back in, we'll install it during this time issue you a loner computer, you'll be able to use that. Here's Here's the number you can call for us or here's my email. You can email me back if you have any issues with Loughner. We want to do something so that somebody at the end of coming to us for help
02:24
has some sort of result. They are
02:28
left off where they were before, sometimes even worse. They were where they were before. Now they don't have a computer. We took their computer and they don't know how long it is before they're gonna have a computer again. So we want to give them some sort of tangible results of tangible action for coming to us and asking for help.
02:44
And then lastly, if we're implementing our solution, we want to finalize your settings Are hardware changes. We've gone this far, we determine what the problem is, were implementing this plan of action. Now we're gonna implement the setting changes we're going to save those settings were going to
03:02
implement this hardware changes. We're gonna install the RAM that now came in because we ordered it
03:07
on and we're going to finish out what we started. We're gonna implement our solution and hopefully solve our issue.

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Troubleshoot Critical Systems

Diagnosing system malfunctions and finding a solution is an important skill for help desk professionals to develop. Expand your knowledge of the troubleshooting theory in less than an hour.

Instructed By

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Anthony Harris
Systems Analyst and Administrator at SAIC
Instructor