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Sample ICT troubleshooting process flowchart

Troubleshooting can be very difficult and there are many different approaches and personal preferences. Also the chosen approach can even differ based on the situation.

Even though there is no troubleshooting process that is  best in all situations, it is considered a good practice to troubleshoot in a structured manner.

This is why I’ve created a sample ICT troubleshooting flowchart in Visio for companies that:

  • Have separate dedicated management teams for various IT disciplines like Windows, Linux/Unix, Database, Backup, Storage, Virtualization and Applications.
    • Have both offshore and onshore IT personnel where all tickets are initially routed to the offshore team.
  • Uses a ticketing system:
    • To log events, incidents, changes, problems, etc.
    • To route tickets to various disciplines.
  • Use a CMDB.
  • Use a change calendar.

Keep in mind that this is a sample troubleshooting flowchart that was only created to provide some structure or inspiration for troubleshooting.

I hope it is useful. If you have any ideas or suggestions, please leave a message.

PS: If you don’t have Visio, you can download Microsoft Visio Viewer 2013 from Microsoft.

 
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Posted by on August 14, 2013 in ICT, Microsoft

 

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PowerShell – Advanced Function Template

I’m currently reading the great book “Learn PowerShell In A Month Of Lunches“.As it turns out there is a lot I can still improve on (which I already knew ofcourse).

Part of the book covers properly creating an advanced function. I’ve taken these sample scripts and added additional comments so I can more easily use it for future functions. You can find it here.

 
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Posted by on March 4, 2013 in Uncategorized

 

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Sample competence and skill requirements for ICT employees

In the past I’ve seen numerous occasions where work had to be transferred to other parties. While you can provide them with documentation and support, it is often overlooked that the employees of the other parties require certain competences and skills as well. The image below shows a sample with generic competence and skill requirements that are often appropriate for (good) ICT employees.

Sample competence and skill requirements for IT employees

The Word version can be found here.

I hope it is useful for some.

 
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Posted by on February 10, 2013 in ICT

 

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