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
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Introduction
- Course Overview
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Introduction
- System health
- Data architecture
- Case Study
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The SysTrack Mysteries
- Prologue
- The L2/L3 Workflow
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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
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SysTrack tools used:
- Resolve: Overview > Selected Sensor Details
- Resolve: Health page
- Resolve: Black Box page
- Resolve: Faults page
- Resolve: Software page
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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
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SysTrack tools used:
- Resolve: Overview > Selected Sensor Details
- Resolve: Faults page Resolve: Dashboard page
- Resolve: Health page
- Resolve: Hardware page
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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
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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
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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
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