Triage
Establish impact, urgency and safety before treating the ticket as routine.
Practical IT support field guide
The Ticket Is Not the Problem.
A practical guide for IT support staff to identify, test and resolve technical problems without guessing their way into the next incident.
Coming soon · Publication details to follow
A confident explanation is not evidence.
Support work goes wrong when the team starts fixing somebody’s theory instead of investigating the actual symptom. This guide gives junior IT and service-desk staff a repeatable way to establish scope, preserve useful evidence, choose a safe test and know when to escalate.
The Method
Not a script to follow blindly. A disciplined starting point for turning a vague report into a testable problem while protecting the user, the system and the evidence.
Scope
Find what works, what fails and where the useful boundary sits.
Evidence
Separate what was reported from what was directly observed or independently verified.
Test
Choose the smallest safe check that can distinguish explanations and change the next step.
Respond
Recover deliberately without confusing restored service with a confirmed cause.
Verify
Confirm the task works and the access or safety boundary remains correct.
Resolution
Leave an honest record of the outcome, uncertainty and recurrence follow-up.
What Is Inside
The guide uses worked investigations rather than theory-heavy chapters. It shows what an observation establishes, what it does not establish, and how each result changes the next safe action.
- Practical safety checks for support changes
- Three contrasting troubleshooting scenarios
- Evidence and test-selection worksheets
- Clean escalation and handover guidance
- A one-page desk reference for live tickets
Coming Soon
Built for the moment before someone says, “I fixed it.”
Publishing details, a reader sample and Leanpub availability will be announced here soon.