Big Data For Dummies
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For a large network, you probably want to invest in problem-management software that tracks each problem through the entire process of troubleshooting, from initial report to final resolution. For small- and medium-sized networks, it’s probably sufficient to put together a three-ring binder with pre-printed forms. Or record your log in a Word document or an Excel spreadsheet.

Regardless of how you track your network problems, the tracking log should include the following information:

  • The real name and the network username of the person reporting the problem

  • The date the problem was first reported

  • An indication of the severity of the problem

    Is it merely an inconvenience, or is a user unable to complete his or her work because of the problem? Does a workaround exist?

  • The name of the person assigned to resolve the problem

  • A description of the problem

  • A list of the software involved, including versions

  • A description of the steps taken to solve the problem

  • A description of any intermediate steps that were taken to try to solve the problem, along with an indication of whether those steps were “undone” when they didn’t help solve the problem

  • The date the problem was finally resolved

About This Article

This article is from the book:

About the book authors:

Judith Hurwitz is president and CEO of Hurwitz & Associates, specializing in cloud computing, service management, information management, and business strategy. Alan Nugent is the CIO and SVP of security, business engineering, and IT at Acquia. Nugent has over 30 years of extensive experience in cloud-based big data solutions. Fern Halper, PhD, is the vice-president and research director for advanced analytics at TDWI. Halper has extensive expertise in information management, big data and analytics. Marcia Kaufman is COO and partner of Hurwitz & Associates, focusing on the cloud infrastructure, information management, and service management.

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