L2- L3 Service and Support

Troubleshooting individual machines in the environment falls to the front-line soldiers of the Help Desk or Call Center. In this learning path, we will use a series of use case examples, inspired by true stories, to illustrate key concepts that are common to Service and Support professionals, Field Technicians, and other hands-on L2 and L3 information technology workers.

By the end of this course, you will be able to use SysTrack tools to investigate the root cause of complex computer issues on end-user machines.

Sign in as a SysTrack customer to start this course.

Prerequisites

L1 Help Desk Technician - Resolve certification course

• The prerequisite course introduces concepts and use cases that are essential to understanding the topics presented in the L2 / L3 Service and Support course.

IT operational knowledge

• This course assumes you have an intermediate level of IT knowledge and experience with critical thinking related to root cause analysis of system issues.

• This course will teach you to use SysTrack tools to expediate your investigation, but you will need general understanding of your computing environment.

Course Objectives

• Use Resolve to investigate system issues related to latency, application dependencies, hardware, and performance.

• Apply your critical thinking skills to follow clues.

This course will not cover:

• Basic L1 Help Desk functions

• Developing IT knowledge and critical thinking skills

Course Outline

• Introduction

  • Course Overview

  • Introduction

    • System health

    • Data architecture

  • Case Study

• The SysTrack Mysteries

  • Prologue

  • The L2/L3 Workflow

  • Mystery of the Crashing Teams App

    • Examining application crashes by checking sensor details, system health, application faults and software changes, installations and usage

  • Investigating with the Black Box: time window and graphing

  • SysTrack tools used:

    • Resolve: Overview > Selected Sensor Details

    • Resolve: Health page

    • Resolve: Black Box page

    • Resolve: Faults page

    • Resolve: Software page

  • The Great Hardware Hustle

    • Investigating application crashes and productivity issues by reviewing sensor details, system health, application faults, and memory, CPU and hardware resources

    • Exploring the Black Box: disk activity and graphing

    • SysTrack tools used:

      • Resolve: Overview > Selected Sensor Details

      • Resolve: Faults page Resolve: Dashboard page

      • Resolve: Health page

      • Resolve: Hardware page

  • Latency at the Green Dragon Saloon

    • Investigating connection and latency issues by reviewing sensor details, network utilization, system health, application latency and dependencies

    • Exploring the Black Box: connections and latency

    • SysTrack tools used:

      • Resolve: Overview page

      • Resolve: Dashboard page

      • Resolve: Health page

      • Resolve: Black Box page

      • Resolve: Dashboard page

      • Resolve: Dependencies page

      • Prevent: Current Issues

      • Desktop Visualizer: Application Latency

  • Dex's Mystery Machine

    • High-level overview of other Resolve tools, including: Hardware, Hardware Diagram, Web Apps, Boot/Login, Event Correlation, All Inventory, Graphing, Comparative Analytics, and the different System pane options in Black Box

  • AppenDEX

  • Resource to view definitions of the data related to System, Network, and Disk presented in the System pane.

• Conclusion

Tags: Visualizer, Resolve, Prevent, Root Cause Analysis,Performance, Health