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The Myth and Magic of Library Systems by Keith J. Kelley

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4

Reading users’ minds

Abstract

Discussed in this chapter are the different ways to find resolutions to IT problems from incomplete information. By using simple tricks, observations, skills, and deductive reasoning, many common IT problems can be resolved, making it seem like magical divination. Looking at past solutions and matching symptoms to established resolutions lessens the resources used on these issues. Tips on how to find quick answers from legitimate sources are given, along with suggestions about using tools to track successful ticket responses.

Keywords

Customer requirements analysis

Troubleshooting

Helpdesk

IT support

Users

No storyteller has ever been able to dream up anything as fantastically unlikely as what really does ...

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