Think Like a Scientist, Solve Like a Sleuth! An Introduction to Troubleshooting Theory, and How to Make it Accessible to Others

Abstract

One of the most challenging skills to teach new technicians is the ability to troubleshoot any kind of issue, even if they have no prior knowledge of the given topic. Without knowing where to begin, understanding how to look at a problem and learning to break it down can be daunting. However, the task does not need to be viewed in such a fearful light. Technical problems in IT can be broken down and solved much in a similar way to how a detective will search for clues, gather information, and then make an inference. In much the same way, the Scientific Method can also be applied to the process of troubleshooting. Creating a hypothesis, performing an experiment, and drawing conclusions are all steps that can help a technician solve a problem just like a scientist. By presenting the process of troubleshooting through one of these lenses, the task can be made more accessible to fledgling technicians and can even reframe the task as an engaging activity.