![]() ![]() At this point, we’ve only defined the object with the defect as a generic ‘logon’. Logons are a fairly complex operation, requiring interaction with external components (Active Directory, GPO, etc.). Put your jumping to conclusions mat away – we don’t know much beyond the stated problem of ‘the logon is slow or doesn’t complete’.Ī. What is the object/process with the defect?Ī. Some examples of specifying questions that could be used in troubleshooting the slow logon times for View desktops are (not all will apply to your particular situation, just some seeds to start you along): The IS NOT in these specifying questions deals always, in all four dimensions, with a closely related object or defect which could be affected, but is not related to the problem at hand. EXTENT: How much of the object is/is not affected? How many objects have/do not have the defect? Who many defects on the object? What is the trend?.WHEN: When is/is not the object with the defect first observed? When is/is not the defect observed in the cycle of the object? What is/is not the pattern of the when?.WHERE: Where is/is not the object with the defect observed? Where is/is not the defect on the object?.WHAT: What is/is not the object, person or unit with the defect? What is/is not the defect on the object?.The questions attempt to answer the IS and the IS NOT of the following dimensions: Specifying questions, in and of themselves, do not attempt to identify the root cause. The specifying questions attempt to observe the problem (defect) from all dimensions to define a more exact trouble statement that you will use to begin to hone in on a root cause. The specifying questions you ask can be generalized across most any analytic trouble shooting effort (IT, mechanical, relationships, etc.). We get more specifics by asking the right questions. I have a decent bit of working knowledge on VMware View that can carry me through most troubleshooting, but a more specific understanding of the problem limits the depth of memory (and overworking of already tired neurons) I need to get to the solution. In this case, the opening trouble statement from the customer was pretty simple: “Domain account logons to VMware View desktops is slow and/or or doesn’t complete.” SpecifyĪs this was a new customer to me, the opening trouble statement pretty much covered the extent of my knowledge of their particular environment. It may seem simplistic or silly, but a trouble statement verbally stated or written makes sure everyone involved in troubleshooting is actually troubleshooting the same issue, not chasing down tangents, unrelated symptoms, etc. That is, what exactly is the problem we are trying to solve? The better your trouble statement, the quicker you can zero in on what or where the problem may be. The first step in the method is to define the trouble statement. The Keppner-Tregoe Analytic Trouble Shooting method was used by NASA to help land Apollo 13, and has been identified by ITIL/ITSM as a recommended problem solving technique. The Keppner-Tregoe methodology dates back to the 1950’s and has been used worldwide by corporate, government and other institutions to solve problems and make sound decisions. ![]() My troubleshooting approach is borrowed from the Kepner-Tregoe process for Analytic Trouble Shooting as written about in their book The New Rational Manager. If you want to learn a bit about a tried and true methodology for problem solving, read on! If you’re not interested in the lesson, scroll to the bottom for the probable causes and solution to my particular issue. I’m going to lay out my troubleshooting methodology for you, with some VMware View specific examples. A little bit of Googling may eventually get you to an answer for a particular problem, but having a firm troubleshooting process will help in all situations. If you strongly suspect a root cause to a problem, check the solution before digging in to analytic troubleshooting. Following a rigid methodology may be overkill for many troubleshooting situations. I suspect the problem is a fairly common one so I thought I might share my troubleshooting methodology and the solution that got the login time back to normal. I did a bit of troubleshooting today for a customer who was experiencing very slow logon times to VMware View desktops running Windows XP. ![]()
0 Comments
Leave a Reply. |