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IT Problem Management by Gary Walker

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7.1. 7.1 Problem Determination

The goal of the problem determination process is to gather enough information to identify the underlying problem the customer is experiencing. Customers usually report the symptoms, not the cause, of the problem they are experiencing. To eliminate the troublesome symptoms, the service center must find the solution to the underlying problem.

Often, the reported symptoms will be familiar enough to the agent that he or she will know the underlying problem and can quickly implement a solution. The symptoms are usually gathered during the logging process so that the agent can categorize and prioritize the ticket. If it is not a familiar problem, the agent must gather additional information.

Gathering the additional ...

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