Looking to go from the scientific method to something tightly related to the problem resolution in technical support, members of my team in Microsoft and I started to shape what we named Problem Resolution Framework. Based on the scientific method, tt consists of 4 phases:
Each one of these phases or quadrants has specific inputs, sets of actions and guidelines, and outputs. It is pretty much common sense, but our belief is that it helps to have a common ground on what needs to be done to resolve problems in a structured way and avoid randomization of processes. See below a simple description of each phase - any input is appreciated.