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Module 02 · Support Ecosystem & Hardware Fundamentals
Hardware Diagnosis & Support Triage Lab
It is Monday morning at GlobalLogistics Corp. You are a Tier 1 Support Analyst. You have a queue of five tickets that need to be categorized and diagnosed. You must identify which hardware component is causing performance issues and use AI to create a self-service fix for common problems.
45 minBeginner 3 outcomes 7 steps · 3 checkpoints
lab progress0/10 · 0%
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Dataset
support_tickets_monday.csv
5 rows of support requests with Ticket_ID, User_Issue, CPU_Usage (%), RAM_Usage (%), and Storage_Type.
Ticket 105 has 0% usage data because the system has crashed (Kernel Panic). Ticket 103 uses a legacy HDD which is a known bottleneck.
| Ticket_ID(integer) | User_Issue(string) | CPU_Usage(number) | RAM_Usage(number) | Storage_Type(string) |
|---|---|---|---|---|
| 101 | Laptop is crawling during video editing | 95 | 40 | SSD |
| 102 | Chrome keeps freezing with 50 tabs open | 20 | 98 | SSD |
| 103 | Windows takes 10 minutes to start up | 10 | 15 | HDD |
| 104 | Monitor flickering after moving desk | 5 | 5 | SSD |
| 105 | Database server kernel panic error 0x44 | 0 | 0 | SSD |