Pathway core element 3 - Fault analysis and problem resolution

This resource list has been created to support the T Level Technical Qualification in Digital Support Services.

Fault analysis and problem resolution is a pathway core element and has sections relating to fault analysis tools, organisational frameworks, root cause analysis approaches and requirements for external reporting of faults and problem resolution. The Information Technology Infrastructure Library (ITIL) standard is covered and studying the main processes of the standard provides a methodical way to teach the main sections of this element whilst providing context that the student may find in the workplace.

External link

P3.3 covers Root Cause Analysis (RCA), this video covers a lot of the content required for this part of PCE03. The video on "Root Cause Analysis Techniques" explains different root cause analysis techniques with examples and how these techniques help in effective problem-solving in quality management. Listed below are the topics that will be discussed in detail:

Introduction to Root Cause Analysis
Root Cause Analysis Techniques
Pareto Chart
The 5 Whys
Fishbone Diagram
Plan-do-check-act (PDCA) cycle
Failure Mode and Effects Analysis (FMEA)

This video provides real world application to problem management in the digital services sector. It will allow the student to view how software can be used to achieve the problem management goal of the ITIL standard, it is related to P3.2.

Power BI is a business intelligence tool from Microsoft and is relevant when covering content related to P3.1 dashboards and provides an opportunity to introduce some practical work alongside the theory in this element. The video will help you to understand what Power BI is used for, this includes the main components and building blocks. Below are the topics covered in this tutorial:

Getting Started
Joining Data from Multiple Sources
Building and sharing a dashboard
Additional resources
Demo

This video demonstrates the importance of ticketing systems and asset management by providing example systems and the elements that they contain. The video will be beneficial when covering P3.1 and P3.2, it will remove the need for a working helpdesk or ticketing simulation tool.

This resource will require a member login to NCFE qualhub, this is a free login to all T-Level providers. It provides information and activities related to P3.2 and P3.4, it covers the application of organisational frameworks, problem and incident management, the importance of IT Services management in the context of digital support services project methodologies and Information Technology Infrastructure Library (ITIL®).

As part of the free offer, there is access to two complimentary session packs covering some of the key topic areas across this element. These include:

Session plan
Lesson activities
e-Learning module
Home study activities

Incidents can have a huge impact on an organisation in terms of cost, productivity and reputation. However, good incident management will reduce the impact when they do happen. Being able to detect and quickly respond to incidents will help to prevent further damage, reducing the financial and operational impact. Managing the incident whilst in the media spotlight will reduce the reputational impact. Finally, applying what you’ve learned in the aftermath of an incident will mean you are better prepared for any future incidents. This link covers the benefits and steps you should take and is for use with P3.4.

Coverage of the ITIL incident management process. The link contains descriptions, definitions and diagrams and is suitable for P3.4.

Each profession has some challenges. However, the problem with most IT help desks is that they let many issues pile up to the extent that sorting them out becomes difficult. In this piece, you will get to learn about some common help desk problems and solutions. This resource provides the student with examples of issues they may come across in the workplace and is related to P3.1.

News article that provides context to the role of the Information Commissioners Office (ICO), the article reports that leading criminal solicitors Tuckers LLP were fined £98,000 for breaches of its security, and other, obligations under the GDPR which came to light following a ransomware attack. This article can be used when delivering P3.5 the requirements for external reporting of faults and problem resolution.

This resource links to the data protection bulletin, covering the key developments in data protection law from February 2022. This resource can be used for case studies when delivering content relating to P3.5. It has sections relating to data protection, cyber security and enforcement.

The Sysinternals Troubleshooting Utilities have been rolled up into a single suite of tools. This file contains the individual troubleshooting tools and help files. It does not contain non-troubleshooting tools like the BSOD Screen Saver, but it will provide valuable practical experience for P3.1 Fault analysis tools and their applications to identify problems.

Customer service is about more than the customer. It’s about your business and your teams, too. Zendesk not only makes things easy for your customers, but also sets your teams up for success, and keeps your business in sync. It’s everything you need, in one powerful package.
This online helpdesk will provide a free introduction into helpdesks and ticketing systems, it is a free trial and has a visual interface with sample tickets and information, it will provide valuable insight for P3.1 and P3.2.