Wednesday May 07, 2008

Demand Rational Troubleshooting at Sun ? I am fortunate to work in the Global Services Organisation at Sun, but due to co-location I work on the same floor as the Solaris RPE group.

These engineers are very skilled at solving problems, however, because they are specialists in their area they really need a good problem description, we call that a Problem Statement and beyond that some good information about the facts around the Problem Starement, we call that a Specification.

Over the last few weeks, I've been contacted more by Service Account Managers and Client Execs about SGRT and what we can do to help our customers.

On this blog Jim Moore, talks about demanding Rational Troubleshooting. It's a good view from the pointy end of fixing difficult problems, but the Troubleshooting process applies at evey level of Technical Support.

If you want to demand SGRT is applied to a complex problem, feel free to ask, or engage me. I'd be happy to facilitate.

Mark DOT Hayden at Sun DOT Com (2008-05-07 05:03:51.0) Permalink