Month: December 2017

SAS 003 – The Basics of Problem Solving


Today’s episode answers listener feedback and explains the basics of problem solving.

You can send feedback and ideas for future episodes to

  • Listener Q&A
    • Example degree
      • AAS Computer Information Systems
        • Computer User Support Specialist
        • 25k – 40k
      • Lab Equipment Cost
        • DL360 G7, 8 Cores, 32GB – $220
        • DL360E G8, 16 Cores, 32GB – $320
  • Today’s Show
    • The Basics of Problem Solving
      • Users report symptoms not problems
      • Break/Fix
        • Verify the issue
          • Can it be reproduced?
          • Other users affected?
        • Is a work around available?
        • Printer example
          • User reports unable to print
            • Where are you?
            • Which printer?
            • When did this happen?
            • When did you last print successfully?
            • What are you printing?
            • How urgently do you need it printed?
              • Try another printer as a quick workaround
              • Offer to print it for them if urgent
            • Can you get online?
            • Printer Testing
              • Check if printer is online
              • Check supplies / Status
              • Check print server
              • Test print from another computer
            • PC Testing
              • Network connection
              • Correct printer selected?
              • Default printer correct?
              • Correct driver?
              • Print spooler service restart
              • Computer restart
              • Printer port correct
        • Feature or Project Request
          • Define the requirements and scope
          • Validate resolution path
            • Training on deployed solution
              • User already has the ability to do what they are requesting
            • Deploy standard solution
              • The requirements fit an existing solution already deployed to others
              • Manager approval required
            • Investigate and deploy new solution
              • Validate the request by user’s manager
              • Research candidates that meet requirements and scope
              • Demo top candidate, include business community as needed
              • Management approval
              • Deploy solution
        • Final Thoughts
          • User Training
            • Users have less issues when they are properly trained
          • Communication is key
            • Especially if a problem will take some time to resolve

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