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I am looking for a Software Problem Resolution Process

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I am looking for a documented Software Problem Resolution Process. It could be a flowchart or more likely a checklist.

Its to be used as input to documenting a process that an individual on say an IS Help Desk could follow to help resolve a software problem reported by a user. Its a thinking process. These are the steps you shoulkd go through. e.g. First ensure that the problem is real and can be replicated etc.

Thanks

David Gurteen
www.gurteen.com

David Gurteen

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