Properly defining the problem – and what to ask and not ask
One of the most effective steps I leverage today in troubleshooting starts even before we investigate the problem – it starts with defining an actual issue. And for good reason! How many times has someone come to us saying, “My computer is broken” or “The website is down”? Those simple descriptions can cover a gambit of different issues, including the fact that the level of severity these statements imply can be far from the true severity of the issue.
To help us translate the problem into a more actional problem statement, we’ll explore multiple areas, including the source of information, variations in naming conventions, negative impacts of yes/no questions, and finally, touch on the executive summary technique, which allows us to state the question without bias or blame.
Source of information
Most of us have played or know of the children’s game where you...
