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- Are users encouraged to repeat the actions that first showed an error?
- Do users have enough knowledge about the computer they are operating to know how to check
the hardware for loose cables?
- Can users check whether power is supplied to the equipment and turned on?
- Do users know how to check that the startup screens are running when the computer is turned
on?
- Do users know how to print a test page from the printer menus?
- Have the users been instructed how to check if the network cable is attached at both ends?
- Have the school's common error conditions been notified to users, so that they can check
these conditions first? For example, if the power has been disconnected to the monitor.
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- Are the incidents tracked?
- Has the date the incident occurred been input?
- Has the date the incident was resolved been input?
- Are follow up dates input (where needed) whilst the incident is open?
- Are comments added, to aid with understanding why follow ups are required?
- Does someone own the incident?
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- Is a consistent approach applied to all incidents?
- Is someone taking ownership for this incident?
- Can the call log be checked for previous incidents exhibiting similar symptoms?
- Does a knowledge base exist?
- Do the instructions for using the knowledge base aid in initial investigation?
- Is there a link to the configuration management database to check recent changes made?
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- Are meaningful records of incidents kept?
- Is a list kept of who is best qualified to diagnose and resolve faults when they occur?
- Is there a list of known errors that can be referred to?
- Is there a list of known workarounds that can be referred to?
- Is there a process to move from incident management to problem management?
- Does the technician complete incident diagnostics sheets?
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- Can faults be resolved quickly?
- Is there a communications link between the user and the resolver?
- Is there a process to add new solutions to the known workarounds list?
- Does the technician update the incident sheet from details on the diagnostics sheet?
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- Are the incident sheets and incident diagnostics sheets filed together?
- Can old incidents be referred to when a similar problem occurs - in other words,is there a
knowledge base, even if it is just a basic filing system?
- Is there a link between the call log and the configuration management database to record any
changes made?
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- Does the school keep a list of known errors?
- Are there particular errors common to the school such as students removing mouse balls or
even hard drives?
- Is the known errors list updated from closed calls?
- Is the known errors list updated from manufacturers' information?
- Does the school share a known errors database with other schools?
- Do the known errors get removed when software upgrades fix the known errors?
- Can school staff interrogate the Internet (or school intranet) for known errors and if so is this
documented and easy to understand?
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- Does the school keep a list of workarounds?
- Do the workarounds get implemented to ensure that the user is working quickly?
- Do the workarounds get updated and checked regularly?
- Is there enough spare equipment to enable some of the workarounds to function?
- Has the school enough software licences to implement some of the workarounds (for example,
to enable the software to be installed on an additional computer)
- Is the equipment in the school compatible to enable workarounds to be effective?
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Incident Diagnostics
Incident diagnostics sheet
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Incident diagnostics sheet im_diagnostic sheet.dot im_diagnostic sheet.dot
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