IT

troubleshooting
[tactical

drills

Tactical Troubleshooting
Drill
Pick a task from your Master Task List.

Task Name

Components

Task1

C1,C2,C3,C4,C5,C6,C7

Task 2

C10,C11,C12

Task 3

C21,C22,C23,C24,C25

Isolation IQ

Tactical Troubleshooting
Drill
Let's pick Task 1. Below are the listed components for Task 1.

C1

C2

C3

C4

Isolation IQ

C5

C6

C7

Tactical Troubleshooting
Drill
When the issue is about the customer being unable to
perform task 1, what is the most efficient way to
troubleshoot?

C1

C2

C3

C4

Isolation IQ

C5

C6

C7

Tactical Troubleshooting
Drill
The worse way to troubleshoot is to isolate the 7 components,
one at a time.

C1

C2

C3

C4

C5

C6

C7

Isolation
task 1

Isolation
task 2

Isolation
task 3

Isolation
task 4

Isolation
task 5

Isolation
task 6

Isolation
task 7

Isolation IQ

Tactical Troubleshooting
Drill
The best way to troubleshoot is to find 2 sub tasks that will
eliminate or isolate all the 7 components .
*The sub task can be any task performed by the customer or
any technical task or command.

C1

C2

C3

C4

Sub Task 1

C5

C6

Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
Ideally, sub tasks should be complementary.

C1

C2

C3

C4

Sub Task 1

C5

C6

Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
But sometimes, youll find sub tasks that have gaps.

C1

C2

C3

C4

Sub Task 1

C5

C6
Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
And, sometimes youll find sub tasks that overlap.

C1

C2

C3

C4

C5

C6

Sub Task 1

Sub Task 2
Isolation IQ

C7

Tactical Troubleshooting
Drill
For now, let's use a sub tasks that is complementary.
Since sub task 2 covers more components, it is best to start
with this task, instead of sub task 1.

C1

C2

C3

C4

Sub Task 1

C5

C6

Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
In the form of a question, state how you will perform technical
deduction on sub task 2. Use NTQ if applicable.
Then, state how you will isolate C4, C5, C6 and C7 in 2 steps.

C1

C2

C3

C4

Sub Task 1

C5

C6

Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
In the form of a question, state how you will perform technical
deduction on sub task 1. Apply NTQ if applicable.
State how you will isolate C1, C2 and C3 in 2 steps.

C1

C2

C3

C4

Sub Task 1

C5

C6

Sub Task 2

Isolation IQ

C7

Tactical Troubleshooting
Drill
Repeat the process by picking another task.

Use complementary tasks as much as possible. Execute the

first task that includes 50% - 60% of the suspected
components.
If you get a task that has gaps or overlaps, ask a partner to
brainstorm with you.

Isolation IQ

@isolationiq