Learning Aims and Objectives:
Aim: In this week's page, students will learn the
Objectives:
1. By the end of this week's page students will be able to.
2. By the end of the week's page students will be able to.
– identify and isolate faults using diagnostic and analytical tools to establish the probable cause
### **Activity Title: Troubleshooting and Problem Management: Identifying Faults Using Diagnostic and Analytical Tools**
**Objective:**
Students will learn how to apply organizational frameworks for troubleshooting by identifying and isolating faults using diagnostic and analytical tools. This activity focuses on structured problem-solving, using real-world scenarios.
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## **Activity Sheet:**
### **Part 1: Understanding Troubleshooting and Problem Management (10 minutes)**
1. **What is troubleshooting?**
- Write your own definition of troubleshooting.
2. **What is problem management?**
- Explain what problem management is and why it is important in an organizational context.
3. **Diagnostic Tools:**
- List two diagnostic tools commonly used for troubleshooting in IT or other industries.
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### **Part 2: Scenario-based Troubleshooting (30 minutes)**
You will be given two real-world scenarios. Your task is to identify the potential problem and describe how you would use diagnostic and analytical tools to isolate the fault.
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#### **Scenario 1: Internet Connection Issue**
You are working in the IT department of a company, and employees are complaining that they are unable to connect to the internet. Some employees can connect but the connection is very slow, while others cannot connect at all. This issue is affecting productivity across the office.
- **Step 1: Problem Identification**
What is the first thing you would do to identify the problem? (e.g., checking hardware, software, network settings, etc.)
- **Step 2: Diagnostic Tools**
Which diagnostic tools would you use to isolate the fault? List at least two tools and explain how you would use them (e.g., ping test, network monitoring software).
- **Step 3: Probable Cause**
Based on the information available and the tools used, what could be the most likely cause of the issue? Provide reasoning for your answer.
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#### **Scenario 2: Software Crash**
You work in an organization that uses a custom-developed software application for its daily operations. Over the past week, several employees have reported that the software crashes when they try to run a specific report. The crash happens inconsistently but always when this particular function is used.
- **Step 1: Problem Identification**
What initial steps would you take to identify the problem (e.g., user reports, error logs, etc.)?
- **Step 2: Diagnostic Tools**
Which tools would you use to diagnose the issue? (e.g., reviewing logs, running a system check, etc.)
- **Step 3: Probable Cause**
Based on your analysis, what is the most probable cause of the crash? Explain how you arrived at this conclusion.
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### **Part 3: Reflection and Discussion (10 minutes)**
- Reflect on the scenarios above. Why is it important to have a structured framework for troubleshooting and problem management in an organization?
Review fault history, identifying potential trends and issues
Plan or strategy for repair, restoration and prevention of further issues
To an appropriate manager, specialist or external third-party
Implement required changes to fix and restore services
Notify user and document any configuration changes
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