Implement Solution and Verify Functionality

Video Activity

Implement Solution and Verify Functionality This lesson covers implementing solutions and escalating as well as verifying functionality and preventative measures. When implementing solutions, take the following steps: Carry out steps for solutions If needed, escalate To verify functionality and take preventative measures; take the following steps:...

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Time
31 hours 29 minutes
Difficulty
Beginner
CEU/CPE
30
Video Description

Implement Solution and Verify Functionality This lesson covers implementing solutions and escalating as well as verifying functionality and preventative measures. When implementing solutions, take the following steps:

  • Carry out steps for solutions
  • If needed, escalate

To verify functionality and take preventative measures; take the following steps: - Verify original issue is fixed

  • That there are no new issues
  • Hold onto to configuration and data
  • Perform preventative measures

    • Prevent issue from recurring
    • Lock settings and configurations
    • Check for faulty equipment
Video Transcription
00:04
next, we're going to carry out our next logical step, which is going to be implementing our solution or escalating so not much here, other than just carrying out our steps for our solution. So there's not much here because pretty much everything
00:18
rest to do is
00:20
dependent on what type of solutions that you have to carry out. Just make sure that before you make any major changes that you're backing up your data, that you're backing up your configurations and your settings in case we need to go back to them. You're documenting everything that you're doing in case he needs to start rolling back. Or you need to escalate an issue, so that's pretty much it.
00:40
Oh, are if we need to escalate. If you can't, if you don't have the privileges or you don't have the knowledge to perform certain steps,
00:47
then you may need to escalate your issue. So at this that were either implementing our solution that we have our fill in the blank. Choose your own story video here, or you get to implement whatever solution you come up with or if you need to escalate your solution
01:03
after we have implemented our solution or we've escalated and we're following up later with our same client,
01:08
and we're gonna want to verify functionality and perform preventative measures. Now we're verifying functionality were not on Lee verifying that the original issue is fixed. But we're also verifying that no new issues have come up. This This involves being able to talk to our clients and
01:29
have a good relationship with them, essentially being able to talk with them and say, OK, so I've fixed your computer. I've made sure that everything that from the original issue Aiken do. I've checked out a couple settings here and there, and I don't see any new issues.
01:44
But why don't you follow up with me and, you know, a couple hours or a day or two and make sure that you don't see anything different
01:51
now if you have a very
01:56
you have the type of doctor patient relationship, almost computer guy user relationship. Almost where you they put in a ticket, you pick, you pick up the ticket, you send them an email and say,
02:10
I found I received your ticket. When can I come by to troubleshoot and then you go by, you fix the issue and you leave, then you're gonna have the issues fixed. You're gonna have a lot of tickets. But
02:24
two days later, you're going to get five more tickets because of five new issues, or two days or 32 or three weeks later, you're gonna have one major issue because this person feels like, Well, it seems like they don't really want to help me. They just want to go
02:39
fix the ticket,
02:42
which may be true. But you still want to be able to have a good relationship with the users because then they'll be able to send you an email and they'll say, Hey, you know, you fixed the issue. But I noticed there was something a little bit weird here, or there was a setting that didn't seem quite right here. And you can check it out. And you could say, you can either calm their fears or you can say,
03:00
Oh, actually, that is a good point. Let me see if I could check that and cut off another major issue, which may come which may come on down later down the road.
03:08
Now we're not saying that we want youto have 100 users in your environment that feel like they're on a personal relationship with you, that they can call you up every time their computer freezes for half a moment. You do want to set some, establish some guidelines and say, OK, you do need to submit a ticket,
03:25
but I will work with you and we'll be able to You'll be able to communicate with me and we'll be able to solve this issue together.
03:31
But you don't want to have a completely open door policy, especially if you're in a very, very large enterprise environment where
03:40
you can't have an open door policy with 2000 users. So you really need to understand your own environment. You need to understand your own work structure, and you especially you need to understand your your particular companies are your attentional your, uh,
03:58
your actual positions, methods and policies As far as how customers are supposed to contact I T professionals, if they're supposed to submit tickets and how they're supposed to submit tickets through. If you're a tear to desktop support and they need to go through the first here in order to get to you,
04:15
there's a reason for that. It's not just to inconvenience.
04:17
It's not just to inconvenience a user, but it's to make sure that there's a documented path of issues being fixed. And it's also in place so that to your one can help cut off some of the issues. So that tear to the desktop support isn't constantly flooded with minor issues like needing toe
04:35
restarted computer or plug in a USB device.
04:39
So there's a reason for policies. There's reasons for standard operating procedures. So just because you feel like oh, hey, I could help this person more by letting them contact me directly. If it's against your standard operating procedures, don't do it.
04:54
So we've verified original, the original issues fixed. We've communicated with our customer, and we followed up and make sure that there's no new issues. But we still want to hold on to our configurations and our data. These configuration and data backups are going to be useful if two weeks down the road, something does come up.
05:12
So we want to hold on to this configurations and data, so that will have them as backups
05:15
for either
05:17
maybe a week or two until we know that the issue is good or Maybe it's long as our standard operating procedures allow. We may have standard operating procedures that allow us to backup configuration files and data as long as a as long as we're troubleshooting an issue.
05:34
But as soon as a troubleshooting is finished and an issue is fixed,
05:38
we're told that we have to delete that data in order for confident to have confidentiality. Have working with confidential data. We don't want copies of that data all over the place in places where we can't manage. Always make sure that before you back up those configurations and you back up that data
05:56
you're allowed to and that you and that it's standard operating procedure to.
06:00
So
06:01
we also want to perform preventative measures. Now. Preventative measures include everything from locking settings so that users don't change them to maybe making sure that cable connections stay good and and verifying those cable connections every once in a while
06:15
to changing regularly monitoring and changing devices. Such a switches on switches and routers, if necessary,
06:23
upgrading firmware, upgrading patches so essentially anything that might prevent that issue from recurring are preventing issues from coming up in the future that are preventable.
06:34
There are certain settings that a typical user doesn't really need to have access to.
06:41
It may help. Later, you may say, Well, then I could just call them up and they could change this setting for me and you know it prevent me from having to come out. Well, then you may want to implement a remote solution, but you don't wanna have ah lot of settings available to users that they don't really understand what they dio
06:58
you you may have. We may have a certain user that is never gonna check anything. All they do is they come in, they open their email, they open their work and they do what they need to do and they leave. But then you have people that are a little curious, and they're a little bit too nosy for their own good. And they say, Oh, hey,
07:15
my computer's acting up a little bit. Let me see if I can. I think I saw something on the television once about how to open up control panel
07:21
and fix my Internet, and then you get there and they've made registered registry setting changes, So it's a very slippery slope to just allow users to have the permissions and have the ability to change all of their computer settings just because
07:40
you want to get those locked down you want to get. You wanna have those configurations set
07:45
either through AH, local policy or group policy settings, and you don't want to give and again the you only want to give people least privilege. You want to give them the least amount of privileges, at least amount of permissions that they need to get their job done. And if they need more than they'll request it
08:03
and they'll let you know if they need more privileges or they need more permissions. And if there's a certain form or a certain procedure, they have to go through to request that. Or maybe you're a small shop and they contact you personally and say, Hey, I need to install this font and I don't have the permissions to install this Fine. Maybe they only do that once every two months,
08:22
installed something, and you can keep them at a level where they don't have the permissions to.
08:26
But maybe they do it once every other day, and then you might want to reevaluate whether or not. You're gonna give them those permissions, but keep them at a least privilege. Lock down those settings and configurations, and you might prevent a lot of issues from happening that
08:39
lead to bigger issues down the road.
08:41
So
08:43
we want to just verify our entire system functionality, verify that our original issue is solved and there's no new issues. Hold onto our backups and Data's for for a little while to make sure that we don't need them again. And we want to perform any preventative maintenance measures, which we might see necessary in order to help the issue from recurring
09:03
or to help from additional issues from happening in the future.
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