IT 202 Project Two Knowledge Base Document Template
Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each user problem that you want to create a knowledge base document for.
Gather Information
Many of the Consumers are having issues logging in, also having issues processing data for applications. Another User expressed feeling for a system upgrade
Identify What Has Changed
Most tickets can be transferred to a higher department that are still having issues with the system, and allow those with questions about the system to be transferred to customer service. The system could be in need of upgrade or software updates.
Create a Hypothesis
To resolve the issues that are being received within the system, the IT Departments have to send the tickets to the right department to ensure the receive the help that they can get. System upgrades could be a problem that caused users to have issues.
Determine the Appropriate Fix
The appropriate fix would be to reboot the whole system and allow an upgrade check and data processing check, allowing many computers and systems to be down for a day or over the weekend to allow IT To find the problem and fix it in the system
Implement the Fix
Reboot the system and check all Hard drives, software, and Motherboard, ensure all compartments are working correctly and allowing users to access accounts and software.
Ensure Satisfaction
To ensure satisfaction, performing a system check on a work day would cut productivity but you will receive major feedback on system, versus over weekend when no one is office and cannot send feedback unless feedback can be received over weekend.
Document the Solution
The solution is the perform a system check on a weekday closer to weekend to allow those major feedback to improve over weekend and implicate a successful next week.
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