The humor is nice, but...
...I would love to see a comprehensive article that discusses troubleshooting methodologies that work for IT support teams. I have found that when a problem occurs, IT support takes a fairly haphazard approach to determining the root cause. That is, support teams don't follow any sort of troubleshooting process, much less a common approach. Most of us in IT are good at troubleshooting just because it's the way our brains are wired. So we can get by without lacking a common approach. Eventually, we seem to get to the root cause, but I think there's too much head thrashing and wasted time getting there. We need a better approach. One that leads us progressively through the troubleshooting discussions, results in documentation and decisions/remedies.
