Old dog learns new trick...
By djberg on Mar 05, 2006
Why do we have a troubleshooting process? Isn't troubleshooting relatively simple, why have a special process? I am not asking you these questions as much as to show you what most people ask or think when they consider troubleshooting. Troubleshooting and diagnosis is a critical daily function that is performed by our service engineers. Every time we engage with our customers we must put troubleshooting and diagnosis to the test. Most of the problems, the vast majority, are resolved via our knowledge base and the skills of our engineers. However there are always problems, incidents, that are escalated and these incidents are almost always very complex. Is it a problem with storage, operating system, memory, hardware, network, middleware? We are a systems company after all and that means problems can manifest themselves in many different ways. So how do you go about solving a complex problem? You could start by making educated guesses and see if your guess fixes the problem or creates another. Or you could follow a rational thought process that works problems in similar ways to identify the true and root cause of the issue. That is what SGRT does.
How do our customers benefit from SGRT? Let me quote some stats on what we have accomplished:
- Due to the implementation of SGRT we have reduced the customer wait time, in escalated cases, by over 1200 years per year. Yes that is right 1200 years of waiting for a problem to be solved per year.
- Average time to solution has decreased by 52% for escalated cases
- The quality of information transferred between engineers improved significantly
- Product specific engineers can spend more time resolving the real problem rather then having to keep going back to the customer for more information.
As a side note, the case study we used was from a real company that never solved the problem with their product, spent hundreds of millions trying to fix the issue and eventually went out of business.
So that was my big learning of the week. A methodolgy can make a difference and SGRT is transforming the way we solve the trickiest of problems. For more information on Sun's troubleshooting process read this blog.