Unit 12 IT Technical Support M1

M1 – Discuss the importance of keeping fault logs

Fault logs

Fault log is when you record your faults in a report and it is then used if the problem reoccurs again.  You record what the problem is, how and when it happened, what the diagnosis you took is and more questions for different logs.  Fault log are really helpful for us because in hackney technology college mostly all the rooms have computers in them which means that all the computers will have a same fault occurring.  By having a fault log, it is easier for us to fix the fault because we have dealt with the problem before and have recorded it in a fault log.  Faults are taken from emails, call or in person and it’s recorded in a paper or electronic.  By using the fault log, it will be efficient and will tell you what you have done to solve the problem.  This always works for us because if the fault in the college continuously occurs every time and we just look at the fault log to fix it quickly.  It’s important that you record the fault detail in the fault log because when you try to use the report again, you need to be able to understand what the report says.  It will confuse the person that is using the report and may understand it in a wrong way which makes more problems.

The picture shows an example of a fault log which is being used to record a fault.  As you can see, there is a lot of information that needs to be record in the fault log so that it helps in the future if you have the same problem occurred.  First, you will need to record the details about the user: name, company and such.  Next, you will need to explain the problem by describing what happened when you were trying to solve the problem.  In the next box, you will need to describe what action you have taken when you were trying to fix the problem.  Even if you didn’t solve the problem, you still need to record what action you have taken and finally you retest to check if it works properly.  There are variety of fault log for different business or organisation because some may only want to focus on specific information by asking only a few number of question however some other people will want all the information about the fault in detail so different reason.

How fault log is been used for keeping record of new and old equipment’s. 

fault logs is also used for keeping records on new or old equipment which makes it easier to check if the computer is really helping you or not.  Some computer can be fixed but it will take a lot of time and money to do that.  Every time you record the computer into your fault log, you can see if it takes a lot of money because it is cheap to replace the computer than fixing it which will save money.  You can check if you old computer are worth keeping by checking the fault log to see If it takes a lot of your time and money.  If it does, you can replace it for a new one so that your worker can work properly and without any disruption.  If you got a new computer, you are able to check if there is any problem that is been occurred often which helps you to focus on that computer than others.

Check if your workers are doing their job properly

If you are the manager in a business or an organisation, you can use the fault log to check if your employees are doing their job.  It's very useful for a person who is in charge of the place because they won’t know if their workers are doing a good job with the problem.  You can check if the problem has been solved which indicates that the employees are doing their job properly.  If you work in a business or an organisation, you need give the fault log to your employer so they know that you have done your job even if you didn’t solve the fault

Solutions database

Solutions database is commercial software that is used by business and organisation.  It stores all the faults and organises them for you.  It stores system faults and how they can be solved which is really useful for us because we just need to type in the error code or messages or keyword into the search bar and then it display any solution for it.  It shows you, what might cause the problem and any remedies that can be used to fix it.  We can also submit our own fault into the program which lets other people who have the software to use our method of solving the problem.  This makes the software to have a huge database with solution to various faults and it is useful to people who have doubt on difficult problems.