What techniques or tools do you recommend when ensuring that the procedure used to diagnose an issue is comprehensive?
IT operations are critical to keeping the business up and running. Interviewers want to ensure that the procedures you use to diagnose and resolve information technology-related problems are efficient and complete. The longer a business user is down or unproductive, the more it costs the organization. When answering this question, keep this in mind to convince the interviewer that you can do this job and maintain the uptime of their IT assets.
"When developing processes and procedures for diagnosing and resolving IT-related issues, the most important tools I use are a requirement traceability matrix and coverage matrices. These help me ensure that determine our issue resolution processes are effective and comprehensive. The requirement traceability matrix helps to determine that the diagnostic processes address all the requirements. Coverage matrices will help us to determine that the processes we use are comprehensive enough to identify all the possible conditions the user may encounter."
