ittm : how to quantify troubleshooting skill
TRANSCRIPT
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How to Quantify
Troubleshooting Skill
IT
Troubleshooting Management
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Service Desk metrics measure
Analyst’s technical performance
based on one thing, problem
duration.
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Time when problem was
reported or escalated
Time when problem was
resolved
Problem Duration
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Let me show you why using problem duration as a base for technical performance is inaccurate.
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Technician A got this problem and resolved it.
Problem duration = 60 minutes
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Technician B got this problem and resolved it.
Problem duration = 60 minutes
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Using Service Desk metrics
=
Technician A performance Technician B performance
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Lets break down the process involved in resolving any kind of technical problem.
1) Analyze: gather problem information
2) Troubleshoot: deduct and isolate suspect components until problem fault is identified
3) Fix: Apply problem fix
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Analyze Troubleshoot Fix
Problem Duration
Lets write this as an equation:
Analyze + Troubleshoot + Fix = Problem duration
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Using the previous problem example:
Technician A : Analyze + Troubleshoot + Fix = 60 minutes
Technician B : Analyze + Troubleshoot + Fix = 60 minutes
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Upon reading the problem resolution description,
Technician A fixed the problem by changing
user profile on the Server.
Fix took 5 minutes to perform.
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Upon reading the problem resolution description,
Technician B fixed the problem by decrypting a
1 gig file.
Fix took 15 minutes to perform.
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Technician A Timeline
Technician B Timeline
Analyze Troubleshoot Fix = 5 min
Analyze Troubleshoot Fix = 15 min
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Using our present equation
Problem duration – Fix Time = Time problem was identified
Analyze + Troubleshoot + Fix = Problem duration
We rewrite the equation to show
when problem was identified
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Technician A Timeline
Analyze Troubleshoot Fix = 5 min
At 55 minutes, problem cause was identified.
60 min (Problem Duration) – 5 min (Fix Time) = 55 minutes
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Technician B Timeline
Analyze Troubleshoot Fix = 15 min
At 45 minutes, problem cause was identified.
60 min (Problem Duration) – 15 min (Fix Time) = 45 minutes
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Technician A identified
problem in 55 minutes
Technician B identified
problem in 45 minutes
Technician B performed better than Technician A
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How do you measure one’s
troubleshooting efficiency ?
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Get the time duration when problem was identified and divide that by total number of potential faults (components deducted and isolated).
Easy
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Here is a Win7 issue
Example:
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Per the problem resolution description, it is a Windows 7 Networking problem.
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Here are the 14 possible network faults in Windows 7
IP address NIC driver
TCP/IP Stack Domain Name
DNS Workgroup Name
DHCP Machine Name
Network discovery Default Gateway
NIC software switch Subnet Mask
Motherboard NIC MAC Address
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If the problem duration was 90 minutes and fix time was 10 minutes.
Using our equation, problem was identified at 80 minutes.
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80 minutes / 14 components = 5.7 minutes
per component deducted and isolated
This is troubleshooting efficiency.
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Deducting or isolating a component every 5.7 minutes is not efficient troubleshooting.
It’s like rebooting the system every time a potential fault is deducted or isolated.
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Ideally, 50% of the potential faults should have been eliminated in the first 2 minutes by deduction.
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The remaining suspect faults can be efficiently isolated between 1 to 3 minutes per fault.
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So that’s 2 minutes to deduct the possible 7 network faults.
1 to 3 minutes for each of the remaining 7 faults.
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Ideal troubleshooting time range is 9 minutes to 23 minutes.