tailieunhanh - Network+Certification_Microsoft Press note (19)

Chapter 19, Network Troubleshooting Scenarios.|1|Chapter to network router communication communication configuration errorChapter 19, Lesson 1.“I Can’t Access a Web Site”..|2| process of troubleshooting network problems varies, depending size of the organization and the people involved1Medium- to large-sized organizations usually establish a procedure how technical support calls are registered, addressed, smaller organizations, the process might be much more informal3The cause of the problem might be simple, such as user error, but described in this lesson illustrate how technical staff even minor problems to everyone’s satisfaction4Sometimes the problem seems minor, but it might actually indicate network problemScenario: a user named Alice calls the network help desk and she has been trying to access a particular Web site for and keeps receiving an error message1Common problem because Internet resources are prone to sometimes frequent also indicate a problem with the caller’s computer or with on the information provided, and knowing nothing about Alice’ of expertise, the help desk technician has no way of the problem is caused computer configuration faulty network malfunction of the router providing the Internet problem with the Internet or the specific Web site itself.|3| .|4| first step for the help desk staff is to begin to document help desks use software that lets technicians document calls them in a database1Help desk software typically a priority to each calls to senior technicians, if all of the information obtained from the the steps taken to solve the the technician has little information about Alice’s problem point, he or she cannot accurately assign a priority to this call2If the problem is the router or the network and many users are affected,.it can be very seriousaFor example, if a company sells products over the Web, and the are located on site, an Internet connection failure means Web site is down and no orders are coming in(1) In this case, the call might be assigned the highest prioritybIf revenue-producing work can go on without Internet access, of the call might be lowercIf the problem is Alice’s computer or her procedures, the priority call would be much lower, unless Alice is the company president(1) It might seem as though political considerations should the priority assigned to a technical support call, but doEscalating support operations often have two or more tiers of , depending on their expertise and experienceaFirst-tier technicians typically take help desk callsbIf the problem is serious or complex, the first-tier technician call to the second tier2A well-organized technical support team documents the escalated callsaProblems involving user error and individual workstations in the first tier, whereas network outages and multiple users might be immediately escalatedbCalls should be escalated when a technician in the first tier attempts to resolve the problem and cannot do socPolitical concerns can determine whether a call is escalated3The two-tier arrang

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