SOA filling the Gaps

Is Software Problem Determination a Logical or Scientific process based on cause analysis and repeatable observation or is it a Zen style art, which has nothing to do with Western culture logic?    I asked myself this question few days ago while trying to find why Microsoft 's Office 2003 Word and Outlook stopped functioning. The answer is that maybe it is not Zen art training in which the user should experience unification of himself and the computer like the unification of the archer and the arch as a mean for hiting the target with an arrow in Zen Archery mastering. Surely, it has nothing to do with logical Problem-Determination.    My background is different from the background of a typical home Office user. In the 1970s and 1980s I was an MVS Systetms Programmer responsible for the operating system in a site with few thousands users. My responsibilities include maintaining changes to operating system components in the Object code format and source code form...