I attended a session called "A case of the unexplained", presented by Mark Russinovich.
If you've worked with Windows at the technical level for more that a few years, you've probabaly heard of Mark. Or, if not, you've used software he's written. Anything from SysInternals, and much of the stuff in the Resource Kits, he's had a hand in it somewhere.
The session today was demonstrating how to diagnose performance problems, application crashes and the dreaded blue screen of death. There's a useful toolset from MS SysInternals which (when used correctly) can help you identify which software package, even down to which DLL, is causing problems and why.
It's heavy techy stuff, and not something we'd expect lower level analysts to do. It also takes a good deal of time and patience. But if a problem occurs often enough, or is critical enough, there are steps we can take.
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