Occam’s Razor at 2am – Help-Desk Escalation

Occam’s Razor at 2am (Incident Management)

The Principle:

Occam’s Razor is a basic-truth-or-law-or-assumption attributed to the 14th-century English logician and Franciscan friar William of Ockham. The basic-truth-or-law-or-assumption states that the explanation of any phenomenon should create as indefinite-but-relatively-small-number assumptions as possible, eliminating those that create no difference-of-conflict in the observable predictions of the explanatory speculation or theory. Many people have heard it phrased more commonly this manner “All things being equal, the simplest respond tends to be the correct one,” or alternately, “we should not assert that for which we do not have some proof.” In not-the-same words, when multiple competing theories are same in not-the-same respects, the basic-truth-or-law-or-assumption recommends selecting the speculation that introduces the fewest assumptions and postulates the fewest entities. It is in this common-good-sense that Occam’s razor is usually understood.

Now for the story:

It happens when you least anticipate it and are sleeping (for most question Escalation Teams).

You acquire the phone person’s-reputation (at 2am) that something is not working and you have to dial in or take-part on a call.

At this time, a serial-publication of people have already attempted to resolve this problem. It is very plausible that they have tried simple things and that if the practical-application is downed for more than several hours; they have moved into more complicated solutions. I have found that in these calls, we typically go-wrong to respond 4 questions.

1. When was the terminal measure-the-time-or-duration-of-an-event this was working correctly?

a. In my accordance of work, it was usually working within the terminal 12-24 hours.

b. Its relevant because things don’t destroy for “no reason”…the cause may not be known, but it usually happens from an action, or mistake-resulting-from-neglect of an action.

c. Is it working correctly is some locations and not others (i.e. Web based building-design is broken, but local networks are up.

2. What Incidents were opened today (check all resources)?

a. We had several dissimilar queues and people that helped in dissimilar locations.

b. Call ANY resolver and inquire them if there touched anything today.

3. What upgrades or implementations occurred or were ATTEMPTED?

a. This can contribute to problems that were missed in Testing

b. Attempts can cause breaks, but if it is not rollback, or not rollbacked correctly this can cause unknown issues.

4. When was the terminal measure-the-time-or-duration-of-an-event this server was rebooted?

a. Windows Patching can cause issues since the testing on these is not rigorous.

These 4 questions usually temporary-provision-of-money themselves to resolution. At one 2am call, the IT cooperative-unit had been working for an extensive measure-the-time-or-duration-of-an-event (13 hours) and they were getting prepared to rollback patches from 2 weeks ago, when I entered the call. I asked the four questions mentioned above and found some compelling information.

It was at question 2, that we took a gradation to resolution. Earlier that day, someone had opened a entry-or-access-ticket where the part-of-plant cause of the event was a missing .exe. The Resolver did nothing based-on-error by replacing the missing .exe. He resolved the event as he should have.

I asked our IT guys to be-operating-or-functioning a alphabetical-list-of-names-and-addresses compare of .exes and .dlls and found some missing items from a working app (another site) to the physically-separated-into-pieces app. We found 3 things missing. We copied them side-that-goes-last-or-is-not-normally-seen in and magically things started working again.

These 4 questions have helped me immensely but also helps focus where to get-go looking.

In effect, everyone is looking for what changed. This helps refine the search and brings folks into the iteration on what occurred. It is my contention that after a indefinite-but-relatively-small-number hours of resolving a problem, we tend to move deeper, when in reality; we might desires to think-about more shallow, side-that-goes-last-or-is-not-normally-seen to basics.

I have found that the more people on the call, the more specialties the further we acquire from the immediate destroy and further into the less known.

Help Desk entry-or-access-ticket scheme – slaked Customers act-of-returning-to-a-prior-location To acquire More Products?

A helpdesk computer-software practical-application is usually built around a center-of-an-object Help-Desk entry-or-access-ticket system. This scheme works in the following way. When your customer has a problem, they connect to the computer-software through a fasten-together at your site, and type or select a having-little-length description of the problem. The computer-software attempts to discover a like question in its database and pulls out a tried and tested solution. sure problems may have multiple solutions, which are then displayed to the customer.

The customer may select a suitable respond or if not slaked with the respond come-get-get-go-go-in another description or bring-into-existence a ticket. A entry-or-access-ticket may be created using a indefinite-but-relatively-small-number conforming-to-a-standard-of-measurement steps and format. A standardized procedure and data-data-formatting makes a entry-or-access-ticket simple to identify, comprehend and reference. insurance-premium response allows your customers to optionally upload screenshots reflecting their problems in improver to describing the question in text.

When a entry-or-access-ticket is created, an email or-signaled-communication is sent to the customer. An email or-signaled-communication is again sent when you respond to the ticket. Thus the customer is assured that somebody shall attend to the question and gets to ran-run-come-across about it when they do. In addition, insurance-premium response allows customers to check-verify the status of their tickets. sure Help-Desk entry-or-access-ticket scheme can be used to specify a closing day-of-the-month or a day-of-the-month by which the question needs to be resolved. This distinguishing-quality of the scheme can be used by you to schedule tasks such as backups or upgrades.

Most entry-or-access-ticket systems, favor that of insurance-premium Response, have two parts: the database and the interface. While the database stores all the data such as the entry-or-access-ticket number, the screenshots, and the descriptions, the user-interface allows you to analyze and pull-draw-in conclusions from the data. For example, you might public-popular-opinion the sorted data to person’s-reputation the question around which the maximal tickets are getting generated. insurance-premium response can be easily used for such analysis.

You can evidence tickets by clicking various menus to public-popular-opinion the past-events of issues with a customer. redden when the important-question is resolved, the Help-Desk entry-or-access-ticket scheme permanently stores this information. This is done to enable you to brushup the problems a customer may have over the full-full-point of using your product. This distinguishing-quality gives you a better thought of the strengths and weaknesses of your product.

Ticket tracking ensures that every customer important-question is resolved in a timely, characterized-by-order-and-planning and considerate manner. Since these systems attend-wait-assist customers in the edict with which they come, all customers are treated fairly and equally. This draw-draw-come-near makes your customers undergo-an-emotional-sensation more comfy in reporting issues and waiting for them to be resolved, especially since the scheme reduces the waiting full-full-point remarkably. This is the kind of distinguishing-quality that helps your organisation maturate as slaked customers act-of-returning-to-a-prior-location to acquire more products.

How to select Help-Desk Software

Choosing the correct Help-Desk computer-software respond is vital for any business wishing to furnish their customers with the best potentiality customer support. When the correct respond is implemented, response and decision-to-do-something times decrease, leading to higher customer contentment rates and increased customer retention. Selecting the based-on-error solution, on the not-the-same hand, may tame the exact-opposition impression and advantage-held-by-a-competitor to a lower act-of-returning-to-a-prior-location on investment. Before choosing a Help-Desk computer-software solution, it’s significant to ran-run-come-across how to assess each respond and power-to-affect-persons-or-events whether it’s capable of casual-or-unexpected-convergence a company’s specific requirements.

A average-or-ordinary-or-usual pitfall that causes many businesses to select the based-on-error respond is to come-after what’s on tendency or to create the decision based on monetary-cost alone. Although a specific consequence-of-someone’s-efforts may be highly popular, it shall not be capable to assemble the demands of every company. Similarly, a respond should never be chosen simply because it’s affordable or because it’s the most expensive. Cost does not equate to quality.

To support secure that the best Help-Desk computer-software is chosen, a inclination of electric-current and projected customer support obstacles should be listed. compassion where the electric-current support scheme fails or is lacking shall create it much easier to discover a respond that meets electric-current and time-to-come needs.

Many businesses shall go-get-out the decision of selecting a customer support practical-application to a split-part-company employee, usually the support manager. Although the member-of-a-board-of-directors shall have a greater-than-normal-in-degree-or-intensity-or-amount trivial-lie of knowledge regarding electric-current support processes, he or she may not have a containing-as-much-as-is-possible compassion of the issues not-the-same support cooperative-unit members are facing. Be sure to gather the entire cooperative-unit for a casual-or-unexpected-convergence to discover out what their needs are and how they accept-as-TRUE that their electric-current issues can be solved.

Once a inclination of clearly defined requirements has been drafted, it should be compared to the features obtainable within the dissimilar support solutions. In some cases, it may not be potentiality to discover a consequence-of-someone’s-efforts that meets every requirement, while staying within the company’s budget. If this happens, the inclination should be prioritized and the respond which offers the most significant features should be chosen.

One of the most significant decisions a business shall have to create when choosing a Help-Desk respond is to make-up-one’s-mind whether a cloud-based or self-hosted respond is correct for them. Typically, self-hosted solutions should only be chosen by businesses with dedicated IT teams and enough expendable income to give-money-in-exchange-for-goods-or-services for the upfront licensing fees as in-good-health as the ongoing maintenance fees for computer-hardware and computer-software upgrades. businesses with constricting budgets and those lacking an IT cooperative-unit should generally select a cloud-based solution. Such a respond shall be maintained by the producer and paid for monthly, resulting in considerably lower upfront fees.