Case troubleshooting & Management best methods and practices

Bruce Howard, ISS TCE & Quality – EPM Americas Acknowledgements: Thanks to Ken Lund for 7 steps of Troubleshooting Date: 08/18/201 1
1 of 52 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011

Part 1 – Troubleshooting Part 2 – Management

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© Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011

Troubleshooting
Troubleshooting Defined
    Troubleshooting is problem solving Troubleshooting is an art of understanding the root cause of the problem and taking steps to fix it. Troubleshooting is the act of restoring a sub-performing system back to its as-designed state. Troubleshooting is the act of improving the performance of a system beyond its as-designed (default) state

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© Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011

What is the problem
• Non Functional System • • Example – The Server unable to boot Functional System but not working as expected • • Example – The Server is booting but Clients are unable to access it

Functional System but sudden increase or decrease in performance (+ or -) variance • • Example – The Server is running slow Example – The server was moving a 100 MB file in 30 sec. now it takes 30 min

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Investigating problems
A lady struck up a conversation on an airplane. Her: "And where are you going?" Him: "I'm going to San Francisco to a UNIX convention." Her: "Eunuchs convention? I didn't know there were that many of you.” This sounds funny, and we experience this same scenario every day working with customers (internal and external). This may be an exaggeration, but the importance of communicating the concept are not trivial and need to be validated along the way to ensure all parties understand each other.
5 of 52 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011

The information contained herein is subject to change without notice. L.P. HP Confidential Created 08/18/2011 .Problem Solving or Troubleshooting • • The key step in problem solving is identifying or defining the problem Answering the following question is important “What is wrong with What” Problem Item Define the problem 6 of 52 © Copyright 2011 Hewlett-Packard Development Company.

The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 .Problem Definition Key Steps in Problem Definition • Gathering Symptoms • Analyzing Symptoms • Define the problem 7 of 52 © Copyright 2011 Hewlett-Packard Development Company. L.P.

Gathering Symptoms You are suffering from fever and the doctor you visit gives you medicine without asking questions How do you feel….. Gathering Symptoms involves asking relevant probing questions without thinking about the solution 8 of 52 © Copyright 2011 Hewlett-Packard Development Company. L.P. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 .

You asked me to write 'click' again.Tech Support: "I need you to right-click on the open desktop." 9 of 52 © Copyright 2011 Hewlett-Packard Development Company. Tell me what you have done until this point?" Customer: "Sure. Right-click again.“ Tech Support: "OK.P. Do you see a pop-up menu?" Customer: "No. you told me to write 'click' and I wrote 'click'." Tech Support: "OK. So I wrote 'click' again.“ Customer: "OK. HP Confidential Created 08/18/2011 .“ Tech Support: "Did you get a pop-up menu?“ Customer: "No. The information contained herein is subject to change without notice. L. sir.

The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 .Gathering Symptoms Gathering Symptoms requires • Effective Listening • Effective Questioning or Probing 10 of 52 © Copyright 2011 Hewlett-Packard Development Company.P. L.

Hearing only what is wanted and filtering out the rest Level 4: Attentive Listening.Listening Skills Types of Listening • • • • • Level 1: Ignoring. Listening to what the speaker is saying and comparing it to thoughts or experiences Level 5: Listening to Understand. The information contained herein is subject to change without notice.P. understanding and responding to the content. HP Confidential Created 08/18/2011 11 of 52 . meaning and feelings of a speaker © Copyright 2011 Hewlett-Packard Development Company. L. Giving the appearance of interest or only hearing the words Level 3: Selective Listening. Listening. No attempt to listen Level 2: Pretend Listening.

Do not think of Solution while listening 12 of 52 © Copyright 2011 Hewlett-Packard Development Company.Listening Skills Some important Tips…. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice. the small details can be very important. Be prepared to listen and interact with the customer. limit distractions.P. L.. Full attention should be given to the customer's responses to your questions. • • • • While troubleshooting only listening levels 4 and 5 are appropriate.

The information contained herein is subject to change without notice.Actual facts Key Points • Deal with facts only – not opinions or assumptions. L.P. whether your own or the assumptions of those who have worked the problem before you Be specific Be persistent asking questions You won’t always get an answer to every question • • • 13 of 52 © Copyright 2011 Hewlett-Packard Development Company. HP Confidential Created 08/18/2011 .

Use the following as definitions: FACT – a statement that can be easily verified by checking its source. the next day. So. Smith also tried to yell louder than all of the cheerleaders in the squad. 14 of 52 © Copyright 2011 Hewlett-Packard Development Company. It is possible that Smith’s parents had called the wrong hospital? Having read the above story. Smith was always performing back flips while some of the cheerleaders rested.P. The information contained herein is subject to change without notice. Smith was on the way to the hospital for X-rays. However. but no one there seemed to know anything about Smith. During the football games at Rockville High. INFERENCE – a statement about the unknown based on what is known. classify each of the following statements as either “Fact” or “Inference”. Smith slipped on a freshly waxed floor and received a badly bruised leg. By the time Smith’s parents were notified of the accident. L.Facts or Fiction Smith had always wanted to be a cheerleader. Smith was scheduled to meet in the Principal’s office at 9:00 a. on the way to that office.m. HP Confidential Created 08/18/2011 . The high school Principal had noticed this on several occasions and felt that it should be discussed with Smith. Smith’s parents called the hospital to find out what happened.

The accident occurred at school. _________ 4. _________ 5. _________ 9. Meeting. Smith was taken to the hospital for X-rays. _________ 2. HP Confidential Created 08/18/2011 . Smith’s parents had called the wrong hospital. _________ 7.m. Smith was scheduled to meet with the Principal. The information contained herein is subject to change without notice. No one at the hospital that Smith’s parents called knew anything about Smith. 15 of 52 © Copyright 2011 Hewlett-Packard Development Company. Smith is a cheerleader. _________ 6. _________ 10. L.Facts or Fiction continued _________ 1. _________ 8. Smith was scheduled for a 9:00a. Smith is in High School.P. Smith was louder than the cheerleaders. Smith had always wanted to be a cheerleader _________ 11. Smith could do a back flip. MS. _________ 3.

Questioning Asking good questions is key to investigating the problem. The information contained herein is subject to change without notice. Its a lot like being a good detective. L. you must be persistent and thorough to get the information you need Always question with unbiased thinking 16 of 52 © Copyright 2011 Hewlett-Packard Development Company.P. HP Confidential Created 08/18/2011 .

HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.Open Ended Questions Encourage customers to express the issue in their own words. L.P. Have the effect of: • • • • • Avoiding a yes/no response Helping the customer and troubleshooter avoid making assumptions Encouraging the customer to provide details of which only they are aware Permitting information to be freely exchanged Allowing the troubleshooter to get a feel for the customer's proficiency and deliver to the customer's knowledge or skill level Did you make any changes to the Server? How did you first see this problem? Examples: 17 of 52 © Copyright 2011 Hewlett-Packard Development Company.

HP Confidential Created 08/18/2011 . L.P.Closed Ended Questions Phrased in a way that require only a yes/no or very brief response Closed-ended questions have the effect of: • Encouraging short answers • Creating a narrow path of questioning and information gathering • Answering or clarifying only one point or fact • Leading the customer and asserting control of the call • Reinforcing assumptions • Impeding the customer's ability to volunteer information • Redirecting and refocusing a customer that is long winded or meandering Examples: 18 of 52 What is the problem with Server? What recent changes were made to the server? © Copyright 2011 Hewlett-Packard Development Company. The information contained herein is subject to change without notice.

P. The information contained herein is subject to change without notice. L. HP Confidential Created 08/18/2011 .Questioning Activity 1 You are a physician Doctor and being visited by a patient who complains of Stomach Ache Write down the questions you will ask and the question type Describe your problem Since when you are facing this problem Does the pain occurs during specific time or activity Which part of stomach the pain is occurring Did you have similar problem in past When & what did you have in your last meal Open Closed Closed Closed Closed Closed 19 of 52 © Copyright 2011 Hewlett-Packard Development Company.

HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.Questioning Activity 2 You are a Car Mechanic and a customer wants you to repair his car Write down the questions you will ask and the question type Describe your problem Since when you are facing this problem When did you get the car serviced last How many kilometers you have run the car after the last service Did you have similar problem in past Does this problem appears at specific times or is it regular Open Closed Closed Closed Closed Closed 20 of 52 © Copyright 2011 Hewlett-Packard Development Company.P. L.

17. 9. 7. 4. please remove the same and check if the same issue persists.Server is UP/ OS is UP Are you calling HP support first time? What is the Server serial number? What is the Server Model no and Generation? What is the configuration of the server? How many CPU? How much memory size. can we try running Insight Diagnostics to eliminate hardware problems from software problems? If the problem is network related. HP Confidential Created 08/18/2011 .Questioning Dimensions What 1. hardware or software been performed on the Server? Are there any visual indications on the server front panel. type and slot location? How many hard disks etc.? When was the Server working fine last? Did the problem appear. Fans or power supplies? Can we access the Integrated Management Log from within the OS to see any POST or Hardware related event Logged? Is problem Array related. 12. run ACU/ADU for more information on logical drive. 5. have same or compatible stepping? If the problem is related to SCSI device not getting detected. L. when the Server was last rebooted? Were there any POST messages seen or reported? Was the OS installation an assisted or manual installation? Have you installed any third party hardware in the server? If so. 15. 6. are they supported by the Server? Do the processors that are installed. 8. 14. 13. have they been recently updated. is the cable has been plugged in? If the problem is related to the Processor. status of logical & physical drives. If the problem is hardware related. Array controller Parameters. Hard disk. have you recently added or replaced any device? © Copyright 2011 Hewlett-Packard Development Company.P. 3. Have any recent changes. The information contained herein is subject to change without notice. 11. 18. 10. 21 of 52 Where When How Sample Probing Questions: Situation A . 16. added or replaced? If yes. 2.

type and slot location. Is the System and Accessories Firmware up-to-date? 15. memory. when the Server was last rebooted? 7.P. When was the Server working fine last? 6. Have any recent changes. Did the problem appear. The information contained herein is subject to change without notice. What is the configuration of the server? Processors. What is current status of the Server? 8.? 5. Have you installed any third party hardware in the server? 12. Are there any beeps or LED indication on the Server that is not normal? 9. If the NVRAM cleared previously? 22 of 52 © Copyright 2011 Hewlett-Packard Development Company. Can you remove the hardware that you have added and confirm the recurrence of the problem? 14. Are you calling HP support first time? 2. L. What is the Server Model no and Generation? 4. What is the Server serial number? 3. Were there any POST messages seen or reported? 10. Has any setting in the RBSU/SCU modified? 16. HP Confidential Created 08/18/2011 . hardware or software been performed on the Server? 13. Was the OS installation an assisted or manual installation? 11.Questioning Dimensions What Where When How Sample Probing Questions: Situation B – Server is UP/ OS is DOWN 1. How many hard disks etc.

17. 13.P.? When was the Server working fine last? Did the problem started to appear.Questioning Dimensions What 1. 6. do you see any LED indication on the front panel? When you switch on the Server. do you hear the noise of Fans turning? Is the noise of Fans normal or abnormal? When you switch on the Server. 14. type and slot location. 2. 4. memory. LED’s on the Power Supply Units turn green? Is the main AC power good? Were there any switch settings modified by the Customer? © Copyright 2011 Hewlett-Packard Development Company. 10. 12. when the Server was last booted? Were there any POST messages reported at that time? What is current status of the Server? Are there any beeps or LED indication on the Server that is not normal? Have you installed any third party hardware in the server? Have any recent changes. hardware or software been performed on the Server? When you switch on the Server. 9. 11. 3. How many hard disks etc. L. 8. 7. 23 of 52 Where When How Sample Probing Questions: Situation C: Server is Down/ OS is Down Are you calling HP support first time? What is the Server serial number? What is the Server Model no and Generation? What is the configuration of the server? Processors. 16. 5. 15. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.

P. HP Confidential Created 08/18/2011 . L.Problem Solving Techniques • Hit & Trial • • • • Time Consuming & Expensive Further Aggravation of problem Good Learning Experience & May Identify multiple solutions Experience/ Expert (7 Steps T/S) • • Requires experience & Expensive Causes & Solutions known • Comparative Analysis • Causes not known 24 of 52 © Copyright 2011 Hewlett-Packard Development Company. The information contained herein is subject to change without notice.

The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 Define the Problem .Problem Solving using Experience: 7 Steps Steps Gather Symptoms Analyze Symptoms Identify Possible Causes Prioritize Possible Causes Identify Possible Solutions Develop Solution Path Test & Implement Solution 25 of 52 © Copyright 2011 Hewlett-Packard Development Company.P. L.

You must use your listening and questioning skills to gather the information required about the symptom © Copyright 2011 Hewlett-Packard Development Company. What indicates that there is an issue? Note any error messages. Time spent correctly identifying the symptom will reduce the amount of rework. HP Confidential Created 08/18/2011 • • 26 of 52 .Step 1: Gather the Symptoms • • • The first step in troubleshooting is to gather the symptoms and identify issue Ensure that you understand the symptom before you try to identify the cause. codes or indicator lights. minimize the chance of fixing the wrong symptom and help to alleviate frustration.P. L. The information contained herein is subject to change without notice.

Explaining the purpose of your questions to customers encourages them to cooperate.P. allow them to complete their answer prior to asking the next question. 27 of 52 © Copyright 2011 Hewlett-Packard Development Company.. Establish control early in the call Professional questioning techniques by nature will establish the engineer as the leader of the troubleshooting process. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.Step 1: contd. L. • • • • • Customers are the primary resource for information needed. When you ask customers a question.

L. • When does the issue occur? • Is the symptom repeatable or intermittent? • Does anything seem to make the symptom decrease/increase in frequency or magnitude? • Has there been recent maintenance or changes in the location of the equipment? • Has this symptom been documented? • If dealing with more than one issue do they occur: • Simultaneously? • Individually? • If so in what sequence do they occur? 28 of 52 © Copyright 2011 Hewlett-Packard Development Company. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 .Step 2: Analyze the symptoms Symptom analysis allows the troubleshooter to break down and categorize general symptoms and then study the factors that will allow an eventual solution. Identify the characteristics of the symptom.P.

29 of 52 © Copyright 2011 Hewlett-Packard Development Company.Step 2: continued… • • • • • Document everything you discover in the process of troubleshooting. HP Confidential Created 08/18/2011 . Avoid diagnosing the issue while analyzing the symptom. Seemingly insignificant factors in isolation may be important when combined Gather all information about the symptom while remaining open to possibilities. The information contained herein is subject to change without notice. L.P. Jumping to conclusions or assumptions leads to frustration and rework.

P. Example: If the problem can be isolated to hardware then some software testing can be bypassed and focus can be placed on debugging hardware problems. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 . Judge the information gathered to ensure it is relevant to the problem. L. 30 of 52 © Copyright 2011 Hewlett-Packard Development Company.Step 3: Identify Possible Causes • • • • • • Consider the information gathered use it to narrow down all potential problems List all possible causes of the symptom Through the process of elimination reduce the number of possible causes by applying knowledge of product and how it is supposed to function. Some situations may require possible causes to be eliminated in a specific order.

L. HP Confidential Created 08/18/2011 . if several possible causes are about equal in probability list the quick ones first The likelihood of the probable cause creating the effect • 31 of 52 © Copyright 2011 Hewlett-Packard Development Company. determine which probable cause makes the most sense Start with the most likely and progress to the least likely Consider the amount of time it will take to debug a probable cause.Step 4: Prioritize Possible Causes • • • Using the information gathered. The information contained herein is subject to change without notice.P.

HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.P. L.Step 5: Identify Possible Solutions • • • • Using the prioritized probable causes identify possible solutions Use knowledge of product and available resources to identify solutions Prior experience and documentation can assist in solution generation Information gathered previously will be useful in determining solutions 32 of 52 © Copyright 2011 Hewlett-Packard Development Company.

P. If several changes are made simultaneously the actual change that solved the problem will remain unknown By only changing one variable at a time a specific solution to a specific problem is given The solution path will help you solve the same problem if it occurs in the future. document it. testing to see if the symptom disappears with each change. © Copyright 2011 Hewlett-Packard Development Company. and develop a step by step process where only one variable changes. The information contained herein is subject to change without notice. L.Step 6: Develop the Solution Path • Begin with the most likely solution. HP Confidential Created 08/18/2011 • • • 33 of 52 .

If the problem has not been resolved.P. • Verification can include power cycling the unit. Test to ensure that the problem has been completely solved.Step 7: Test & Verify the Solution part 1 Analyze the results of the solution path to determine whether the problem has been resolved. attempting to recreate the Customer's error and any tests of the unit to prove functionality. return to step 4 and debug the second most likely probable cause. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 . L. • 34 of 52 © Copyright 2011 Hewlett-Packard Development Company.

• 35 of 52 © Copyright 2011 Hewlett-Packard Development Company. Re-iterate the steps taken to resolve the issue with the Customer. If issue is one of the Customers' implementation of equipment politely recommend changes in product use or maintenance.P. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.Step 7: Test & Verify the Solution part 2 The verification of the solution is an excellent time to educate the Customer. L. • Providing the Customer with a few tips or techniques that could prevent the need for an additional call is a good way to end the process on a positive note.

Is the Server rack mounted Server or Pedestal? 6. Do you have any add on Cards installed in the PCI slots 17. Do you have adequate power supply and air conditioning inside the server room 7. Is the Server fully closed i. L. Example: A Customer reports that his server is rebooting intermittently Step 1: Getting Symptoms Example: A Customer reports that his server is rebooting intermittently Probing Questions 1.P. What are the indications on the front panel of the server when it reboots 11. Does the Integrated management logs or Windows 2003 event viewer show any event related to the condition .7 Steps Troubleshooting Case Study A HP Customer complains that his DL 380 server has rebooted several times intermittently. Since when you are facing this problem 3. What are the indications on the front panel of the server now 12. How many CPU’s you have 36 of 52 15. Do you have other Server in the facility that are facing the same problem 5. all fillers are in place 8. Does the Server boot when specific activity or application is being run on it 10. HP Confidential Created 08/18/2011 16. What is the model of the Server and the operating system installed 2. Did you make any hardware or software changes in the configuration 9.e. He is running a mission critical application and the problem is affecting his business The 7 steps troubleshooting template is used in this scenario and detailed in the next five slides. How much memory DIMMS have been installed © Copyright 2011 Hewlett-Packard Development Company. What is the status of power LED’s 13. How many times the server has rebooted since you started getting the problem 4. The information contained herein is subject to change without notice. Do you have redundant power supplies 14.

What is the status of power LED’s ? 13.Step 1: Getting Symptoms Probing Questions 1.How many times the server has rebooted since you started getting the problem ? 4. HP Confidential Created 08/18/2011 . How many CPU’s you have ? 15.Is the Server rack mounted Server or Pedestal? 6.Do you have other Server in the facility that are facing the same problem ? 5.What are the indications on the front panel of the server now ? 12.e.Does the Server boot when specific activity or application is being run on it ? 10. The information contained herein is subject to change without notice.What is the model of the Server and the operating system installed ? 2. L.Did you make any hardware or software changes in the configuration? ? 9.How much memory DIMMS have been installed ? 16. Do you have any add on Cards installed in the PCI slots ? 17.What are the indications on the front panel of the server when it reboots ? 11.Since when you are facing this problem ? 3. all fillers are in place ? 8. Do you have redundant power supplies ? 14.P.Do you have adequate power supply and air conditioning inside the server room ? 7. Does the Integrated management logs or Windows 2003 event viewer show any event related to the condition ? 37 of 52 © Copyright 2011 Hewlett-Packard Development Company.Is the Server fully closed i.

The front panel LEDs are green 11. The information contained herein is subject to change without notice.The server reboots any time 10.There are no events reported in IML.Yes there is redundant power supply 13.The Server is rack mounted server 6.The server covers and fillers are in place 8. L.There is adequate power supply and air conditioning 7.The system has 2 x 1 GB DIMMs installed 15.P.The power LEDs on power supplies are all green 12. 16. Windows event viewer shows only unexpected shutdown.The customer has an additional 10/100/1000 Mbps NIC installed in a PCI slot.The Customer has faced this problem 5 or 6 times 4.The Customer is facing problem since last two days 3.Step 2: Analyzing the Symptoms 1. HP Confidential Created 08/18/2011 .The system has single CPU 14. 38 of 52 © Copyright 2011 Hewlett-Packard Development Company.The customer has not made any modification to the server 9.The other servers in the Server room are not rebooting 5.The server is DL380 and the operating system is Windows 2003 Server 2.

Loose System Board Connections 6.Operating System 5.CPU 2. The information contained herein is subject to change without notice.System Board 6.Faulty Power Supply or supplies 3.PPM 3.Bad PDU in the Rack 5.Step 3: List the possible Causes and eliminate the unlikely causes The Likely causes of problems could be 1.Faulty PCI Card The unlikely Causes are 1. L.Loose Facility Power Connection 2. HP Confidential Created 08/18/2011 .Bad Power Controller Board 4.Environment 4.Memory 39 of 52 © Copyright 2011 Hewlett-Packard Development Company.P.

P.Step 4: Prioritize the possible causes Loose Facility Connection Loose System Board Connections Bad PDU in the Rack Faulty PCI Card Faulty Power Supply Faulty Power Controller Board Step 5: Identify possible solutions Loose Connection Faulty PCI Card Faulty Power Supply Faulty power management board Step 6: Develop the solution path Ask the customer to perform the following steps one by one and stop if the problems still persists Check the various external and internal connections Change the external power connection to another PDU Run the Server in Baseline Configuration Run the server with single power supply one by one 40 of 52 © Copyright 2011 Hewlett-Packard Development Company. L. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.

Step 7: Test and implement the solution The customer performed all the steps and discovered that the problem stills persists after all the actions in step 6 were performed. Dispatched the power management board and called the customer after 2 days.P. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice. The customer was satisfied with the solution as the server was found to be working fine. L. 41 of 52 © Copyright 2011 Hewlett-Packard Development Company.

The information contained herein is subject to change without notice. L.Case Management .Best methods and practices Part 2 – Case Management 42 of 52 © Copyright 2011 Hewlett-Packard Development Company.P. HP Confidential Created 08/18/2011 .

HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice. L.Best methods and practices What every case needs! • • • • • Good Documentation Customer Confidence Verification of the facts Systematic Troubleshooting Timely Resolution 43 of 52 © Copyright 2011 Hewlett-Packard Development Company.Case Management .P.

HP Confidential Created 08/18/2011 .Good Documentation: • • • Company name. Address. The information contained herein is subject to change without notice. HW\SW components If the problem is reproducible.Best methods and practices What every case needs . Contact Name. Driver.Case Management . detailed steps to reproduce © Copyright 2011 Hewlett-Packard Development Company. Email Best time to contact customer Serial number of all systems experiencing the issue. L. Phone number.P. Clear and detailed case notes that include: • • • • • 44 of 52 History of the systems involved and how the problem was encountered Full details of steps taken to investigate so far and their results Separation of facts from inference Versions of ROM.

HP Business Support.Case Management . The information contained herein is subject to change without notice. collect only the needed details Use Virtual Rooms. Google Review the case. HP Confidential Created 08/18/2011 .Best methods and practices What every case needs: Customer Confidence Steps to establish customer confidence: Remember “YOU ARE HP!” • • • • • • • 45 of 52 Research the issue. SAW. keep it simple. consult peers. L. WFM search. get customer to show you the problem Set customers expectations for next steps © Copyright 2011 Hewlett-Packard Development Company. prepare an action plan to use with customer Take Control of the call by having a plan to lead the call Use Troubleshooting templates – ProLiant 100 series TS template Focus on the Facts.P.

Verification of the facts: Is it Fact or just Inference? Get the facts • • • • • 46 of 52 Speak to the customer Use open and closed ended questions to probe Have customer demonstrate the problem. L.Best methods and practices What every case needs . Use HP Virtual Rooms Try to separate fact from inference What is wrong with what. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.Case Management .P. define the problem © Copyright 2011 Hewlett-Packard Development Company.

P.Best methods and practices What every case needs . L. SMH.Case Management .Verification of the facts Is it Fact or just Inference? • • • • • • • • 47 of 52 Verify the facts! HPS Reports Advanced Survey SOS report IML Log. VCA Array Diagnostics Utility ADU OS logs SW component logs Insight Diagnostics © Copyright 2011 Hewlett-Packard Development Company. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice.

What every case needs: Systematic Troubleshooting Use a structured approach to diagnosis and resolution.Best methods and practices • Identify Possible Causes • Prioritize Possible Causes • Identify Possible Solutions • Develop Solution Path • Test & Implement Solution 48 of 52 © Copyright 2011 Hewlett-Packard Development Company. • Gather Symptoms • Analyze Symptoms Define the Problem Case Management . HP Confidential Created 08/18/2011 .P. The information contained herein is subject to change without notice. L.

Best methods and practices What every case needs: Timely Resolution Use the methods and practices shown today with your ability for timely resolution Document work done – Develop good documentation habits take time to document case details. HP Confidential Created 08/18/2011 . The information contained herein is subject to change without notice. TS templates and processes Verify the solution – Confirm the solution works Help the Customer – Educate customer whenever possible 49 of 52 © Copyright 2011 Hewlett-Packard Development Company. troubleshooting steps and outcomes Gain Customer Confidence – You are HP!. 7 steps. effective listening Use a structured approach – Troubleshooting. set expectations.Case Management . Take ownership and control. Have a plan.P. Probing questions. L.

Get Organized . L. The information contained herein is subject to change without notice. HP Confidential Created 08/18/2011 .Microsoft OneNote 50 of 52 © Copyright 2011 Hewlett-Packard Development Company.P.

P. L. The information contained herein is subject to change without notice.OneNote 2007 SP2 Installs from PC COE Try It. HP Confidential Created 08/18/2011 . 51 of 52 © Copyright 2011 Hewlett-Packard Development Company.

The information contained herein is subject to change without notice.P. HP Confidential Created 08/18/2011 .Q&A Thank you 52 of 52 © Copyright 2011 Hewlett-Packard Development Company. L.

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