What is Troubleshooting?

Troubleshooting is a form of problem solving, often applied to repair failed products or processes. It is a logical, systematic search for the source of a problem, so that the problem can be solved, and the product or process can be made operational again.¹

Who Performs Troubleshooting?

Troubleshooting is extremely important to people with service and support responsibilities, such as technical support personnel, field engineers, and people in other technical positions. However, it is used by just about everyone in their day-to-day life. For example, when you get in your car to go to work and discover that it will not start, you use troubleshooting to identify the problem. 

Why Is Troubleshooting Important?

Successful troubleshooting is important because finding and correcting the root cause of a problem can keep that problem from reoccuring. When you provide good troubleshooting support to a customer and resolve a problem quickly and correctly the first time, it increases customer satisfaction. Quickly identifying and remedying a problem can also reduce costs.

How Do You Troubleshoot a Problem?

You can successfully troubleshoot any problem by following the troubleshooting process outlined in this training.

In addition, keep the following in mind when troubleshooting a problem:

• Stay positive when troubleshooting.

"A positive attitude is a key component of troubleshooting success. Every problem is solvable. There are a lot of techniques to help you narrow down the possibilities until you have found the root cause of the problem. But without a positive attitude, you are virtually guaranteed to fail." - Scott Cromar, Sys Admin magazine²  

• Listen closely to the customer when they provide details about the problem. This is one of the most critical aspects of the troubleshooting process. You can avoid many extraneous steps by ruling out obvious impossibilities, based on the problem description.

   

• Be confident while troubleshooting, to assure the client that the issue will be quickly and correctly resolved.

What's Next?

Troubleshooting Process >

References

1. "Troubleshooting," Wikipedia. January 15, 2011, available from http://en.wikipedia.org/wiki/Troubleshooting; accessed January 20, 2011.
2. "Troubleshooting Methods," Sys Admin Blog, July 29, 2007, available from http://www.sysadminblog.com/archives/231-Troubleshooting-Methods.html; accessed Dec 23, 2010.