locating and correcting problems that occur.
• When a problem is reported, verify it and
determine the extent.
• Once the
problem is confirmed, the first step
in troubleshooting is to gather information.
Overview In this chapter, students learn to perform the first step of troubleshooting—identifying the support category to which a user-reported problem likely belongs. They also learn about preventive support, and document the preventive measures that are or should be in place at your school. Finally, they learn to use Remote Assistance, an invaluable tool for performing real-time computer support.
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