How can you troubleshoot technical problems more efficiently?

In my case since, we are following the ITIL approach definitely follow OSI model but before that I wanted make sure either its a user understanding issue, because most of the time don't what are they doing and how are they doing, next check anything happened last night and what's the impact of this issue? Is it a user specific, application specific or region specifi.

While troubleshooting I like to remember the 7 layers of the OSI model. Data travels up and down this model in a structured way. I always try to start with the Physical layer first and work my way up the model. I have found that I assume the problem is much higher up the OSI model than it is. Start with the basics and rule out the lower levels first and then you can get more advanced if need be.

There are two types of problem. 1. The problem that the user highlights 2. The problems that we notice while understanding or re recreating the problem that the user highlighted. Point to remember, do whatever you want; until and unless you don't fix the users problem the issue is not fixed. Do whatever you want but don't forget the actual issue.

Listen to the user. Don't jump to assumptions. Even the most innocuous-sounding thing could be important. Ask questions. Don't be afraid to go back to your manuals and online help. I think breaking things down by dichotomous key helps too. Kind of an algorithmic way of doing things, but it works

Remember that troubleshooting can be a process of elimination, and it's important to document the steps you've taken and the outcomes you've observed, Keep in mind that the exact steps may vary depending on the specific issue you're facing, but these are some common steps to follow: Start by understanding the symptoms of the problem. Gather information about what's not working as expected, any error messages, and the context in which the issue occurred. Determine if the issue is localized to a specific device, software, network, or user account. This will help you focus your troubleshooting efforts. Use online resources, forums, and knowledge bases to search for solutions to your problem

depending on whether this is an OS issue, software issue or networking issue you can look for log files or Windows Systems logs as well. Wireshark is another great tool for troubleshooting network connectivity issues.

Be careful about applying multiple fixes at the same time. Apply one fix, test then document what you did. Apply the next fix, and document what you did. Rinse and repeat. In other words, you do not want to create additional problems while trying to troubleshoot and fix the original problem.

This is where knowledge management, or KCS comes into play. Documentation in case handling tool is a must. (if you use one), and providing a summary of all the above to make it easier to find in the future is a good practice.

Final troubleshooting steps include documentation and follow-up. It's critical to record the problem details, the troubleshooting steps taken, the solution implemented, and the obtained results. Sharing this information with relevant parties ensures collective learning. Additionally, continuous monitoring ensures long-term solution effectiveness. Implementing knowledge-centered service (KCS) practices, and maintaining a summary of the problem and solution in a case handling tool, can streamline future troubleshooting.