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.