Appendix C.

Interview Guide Questions

A. Engaging Question
1. When was the last time you experienced a computer system failure, and what
initial steps did you take to address the problem?

B. Exploratory Questions

Central Question:
How does effective troubleshooting enhance the reliability and performance of
computer system?
Sub Questions Descriptive Questions Probing Questions
1. What are the most Can you describe the What indicators help
common types of process and tools used differentiate between software
failures in computer to identify a failure in a and hardware failures during
systems that require computer system? the initial diagnosis?
troubleshooting?

2. What common Can you describe the How do you differentiate

problem in computer
systems most frequently
requires
troubleshooting?
typical signs that between problem that can be
indicate a computer quickly fixed and those that
system might be might require more in-depth
experiencing one of analysis?
these common
problems?

3. How does systematic Could you detail a case

troubleshooting save where effective What strategies do you emplay
costs for organizations troubleshooting led to to ensure troubleshooting is
in the long run? significant cost savings? both time-efficient and cost-
effective?

C. Exit Question
1. What are the most important steps we can take to improve our
troubleshooting processes and redure the incidence of system issue?