A Guide to Computer User Support - FVTC_2_ by pptfiles


									                                Chapter 5

Chapter 5: Common Support
   A Guide to Computer User
    Support for Help Desk and
       Support Specialists
        second edition
        by Fred Beisse
          Learning Objectives
                                               Chapter 5

   Types of common end user computer
   The problem-solving process support
    specialists use to solve several typical
    user support problems
    Common End User Problems
                               Chapter 5

   Hardware problems
   Software problems
   User problems
   Documentation problems
   Vendor problems
   Facilities problems
           Hardware Problems
                                     Chapter 5

   Installation and compatibility
   Configuration problems
   Malfunctions
       Hardware Installation and
        Compatibility Problems           Chapter 5

   Hardware problems are common during
    installation of new systems and
    upgrades of old ones
   Incompatibility: Inability of computer
    components to operate together in the
    same system
   May be due to incorrect installation
        Hardware Configuration
              Problems                      Chapter 5

   Caused when hardware component
    settings are incorrect for a specific
   Were more common before Plug and
    Play standards
        Plug and Play Standards
                                                Chapter 5

   Industry-wide agreements between hardware
    and operating system vendors about
    hardware installation and configuration
   Specify the communication methods an
    operating system uses to recognize and
    incorporate hardware components into an
    operational system
   Can help load appropriate drivers, but do not
    always automatically adjust software settings
    to take maximum advantage of new
    hardware’s capabilities
        Hardware Malfunctions
                                                Chapter 5

   Small percentage of hardware problems
   Can be avoided by a burn-in period
      A 48- to 72-hour period during which a
      new computer is operated nonstop
     Can discover obvious problems and
      identify any marginal or temperature-
      sensitive components

    Hardware Malfunctions (continued)
                                          Chapter 5

   Electromechanical devices that have
    moving parts are more likely to
    malfunction than electronic components
   Hardware diagnostic tools can help with
    system burn-in and common hardware
           Software Problems
                                     Chapter 5

   Installation and compatibility
   Configuration
   Bugs
   Performance
           Software Installation
            and Compatibility                               Chapter 5

   Not all software installs automatically
   Vendor solution: Installation software - a
    utility program that aids in the installation of
    other software package
     Automatically   creates subdirectories with correct
      path names
     Examines hardware configuration to determine
      whether hardware and software are compatible
     Automatically sets configuration options in
      software to match hardware
          Software Installation
        and Compatibility (continued)         Chapter 5

   Shareware software downloaded from
    the Internet may produce conflicts with
    other software
   Conflict: Two computer components
    use systems resources (CPU, memory,
    peripheral devices) in different and
    incompatible ways
Software Configuration Problems
                                                             Chapter 5

   Result when software options are not set for
    the specific operating environment or
   May occur when users:
            or upgrade new hardware or software
     Install
     Attempt to use a software feature for the first time
     Attempt to modify configuration information in the
      system Registry (Windows) or other startup files
              Software Bugs
                                              Chapter 5

   Software bugs - Major errors in a
    program due to programmers’ coding
     Occur  more often in custom-written
      programs and programs written for a
      limited market segment
     Occur most often in infrequently used
      features of a program
     Are often eliminated during testing
        How Vendors Fix Bugs
      and Upgrade their Software                        Chapter 5

   New version
     Contains  significant new features
     Usually the result of a substantially rewritten
   Upgrade
    A  new version of an existing program that is sold
      at a lower cost to owners of previous version of the
   New release
     An updated version of a software program that
      contains some new features the original did not
    How Vendors Fix Bugs
and Upgrade their Software (continued)                  Chapter 5

   Update
    A  bug fix release that repairs known bugs in a
      previous version
   Patch
    A  replacement for one or a few small modules in a
      software package that fixes known bugs
     Usually designated by adding a digit or letter to a
      version number
   Service release
    A  replacement for a small section of a program
      that repairs a specific bug
            Example of
    Software Release Numbering                      Chapter 5

   2.0: First release of a new version
   2.1: An update with new features
   2.11: Bug-fix release
   An alternative to software repairs:
     Workaround    - A procedure or feature that
      accomplishes the same result as another
      feature that does not work due to a bug
Software Performance Problems
                                             Chapter 5

   System is operational but does not
    operate as efficiently as it can or should
   Often involve the interaction of
    hardware and software
    Sample Software Performance
             Problem                         Chapter 5

   Problem
     System   seems sluggish
   Possible causes
     Hard  disk drive may be almost full
     Hard disk may be fragmented
     Hard drive may have wasted space
      because links to free space are lost
     Insufficient RAM to run the software
             User Problems
                             Chapter 5

   Mistakes
   Misunderstandings
   Wrong products
   Inadequate training
   Forgotten information
                                            Chapter 5

   Account for significant percentage of
    common problems
   Example: Inadvertent keystroke errors
   Solution: well-designed computer
     Anticipate potential user mistakes
     Alert the user
     Provide corrective action
                                            Chapter 5

   About product features or limitations
   Example: User may expect a product to
    be able to perform tasks for which it was
    not intended
               Wrong Products
                                                        Chapter 5

   Users may purchase the wrong product to
    accomplish a task
   Examples
     Purchase   of software package or hardware
      peripheral that is incompatible with existing system
     Purchase of software without understanding its
      capabilities and limitations or without knowledge of
           Inadequate Training
                                                           Chapter 5

   Many problems occur because a user has not
    been properly trained to use the hardware
    and software.
   Quick start behavior: A tendency among
    computer users to forego reading the
    installation manual and attempt to get a new
    hardware or software component installed
    and operational as quickly as possible
     Translates   into waste and lost user productivity
         Forgotten Information
                                          Chapter 5

   Examples: user names, passwords,
    PINs, operating procedures
   Reference sheets are an effective aid
   Tip: Users should be encouraged to
    write down a reminder of their password
    instead of the password itself
       Documentation Problems
                                          Chapter 5

   Poor organization
   Incorrect or incomplete information
      Components of Good User
          Documentation                 Chapter 5

   Quick start guide
   Tutorial guide for beginners
   Reference manual for experience users
   Troubleshooting guide
   Online help
            Vendor Problems
                                                Chapter 5

   Tendency to oversell products (promise
    nonexistent features)
   Misrepresentation of product features
   Delivery of software with known bugs
   Late delivery of products
   Promise of purchase rebates
   Vaporware: Hardware or software products
    that are described in vendor ads or press
    releases but that don’t really exist
          Facilities Problems
                                Chapter 5

   Viruses
   Backup media
   Security
   Ergonomic issues

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