SUPPORT ANALYTICS

Troubleshooting troubles! – part 2

PRAMOD SRIDHARAMURTHY
Jul 16, 2013

Basic troubleshooting and Automation

In the previous blog, we looked at some of the steps commonly followed during troubleshooting and also how even though the specifics are different the overall approach is similar.

While looking at finding solutions to enable support, we need to remember that all support problems cannot be treated the same way. If we look at support issues, they are typically broken down into different levels, depending on the complexity of the problem. Most organizations have 3 to 4 levels – L1 – L3 or L4.

Troubleshooting troubles! – part 1

PRAMOD SRIDHARAMURTHY
Jun 19, 2013

Troubleshooting troubles!

This is a 4 part series focusing on the use case and possible solution for supporting support engineers.

The problem statement

Part 4 – Beyond internal support teams – reaching end customers

Pramod Sridharamurthy
Aug 14, 2013

In the last 3 blogs on the topic of “Troubleshooting troubles”, we looked at how troubleshooting steps can be generalized and how a holistic approach can be arrived at building tools/systems/processes that can significantly enhance the productivity of a support group.

Leveraging machine data to reduce support costs

GLASSBEAM
Jul 22, 2012

Most progressive support organizations are now moving to leverage Big data to become proactive. They want to put behind the days when support teams were always behind the curve, with the customer knowing about problems much before support knows about it. Further its takes days or weeks for support teams to understand what is going on based on logs uploaded.

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