5.1 - Given a scenario, apply the best practice methodology to resolve problems

Question 1

Considerations before making changes to resolve problems?

5.1 Given a scenario, apply the best practice methodology to resolve problems

Answer 1

Consider corporate policies, procedures, & impacts

Question 2

List the 6-step troubleshooting methodology

5.1 Given a scenario, apply the best practice methodology to resolve problems

Answer 2

1. Identify the problem
2. Establish a theory
3. Test the theory
4. Establish plan & implement it
5. Verify full system functionality
6. Document observations

Question 3

2 things to do when identifying tech problems?

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 1. Identify the problem

Answer 3

• Gather info from user, user changes, & perform backups if possible
• Ask about environmental or infrastructure changes

Question 4

What should you do when establishing a theory for a tech problem?

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 2. Establish a theory of probable cause

Answer 4

Question the obvious

E.g., if PC won’t start, probable cause: not plugged in.

Question 5

What may you need to do when establishing a theory for a tech problem?

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 2. Establish a theory of probable cause

Answer 5

Conduct external or internal research based on symptoms

Consult org docs, research tech sites, contact support groups as needed. Inspect hardware, software thoroughly if necessary.

Question 6

What do you do when your theory is confirmed when solving tech problems?

Meaning you found why the problem is occuring

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 3. Test theory to determine the cause

Answer 6

Determine the next steps to resolve the problem

Question 7

What do you do when your theory is incorrect when solving tech problems

Meaning your theory is not the reason why the tech problem is occuring

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 3. Test theory to determine the cause

Answer 7

Re-establish a new theory or escalate

Question 8

What should you do when creating a plan when solving tech problems?

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 4. Establish plan & implement it

Answer 8

Use the vendor’s instructions for guidance

Question 9

When tech problems are resolved, what should you implement?

5.1 Given a scenario, apply the best practice methodology to resolve problems: Troubleshooting methodology - 5. Verify full system funcitonality

Answer 9

Preventive measures

(if possible)