5.1 Given a scenario, apply the best practice methodology to resolve problems. (read book and notes)

Question 1

1. Identify the problem

Answer 1

• Information gathering
  –Get as many details as possible
  –Duplicate the issue, if possible
• Identify symptoms
  –May be more than a single symptom
• Question users
  –Your best source of details
• Determine if anything has changed
  –Who’s in the wiring closet?
• Approach multiple problems individually– Break problems into smaller pieces
• Backup everything– You’re going to make some changes– You should always have a rollback plan
• What else has changed?– The user may not be aware– Environmental changes– Infrastructure changes
• There may be some clues– Check OS log files– Applications may have log information

Question 2

2. Establish a theory of probable
   cause (question the obvious)

Answer 2

• Start with the obvious - Occam’s razor applies
• Consider everything - Even the not-so-obvious
• Make a list of all possible causes– Start with the easy theories– And the least difficult to test
• Research the symptoms– Internal knowledge base– Google searches

Question 3

3. Test the theory to determine the
   cause

Answer 3

• Confirm the theory– Determine next steps to resolve problem
• Theory didn’t work?– Re-establish new theory or escalate– Call an expert
• The theory worked!

Question 4

4. Establish a plan of action
   to resolve the problem and
   implement the solution

Answer 4

• Build the plan– Correct the issue with a minimum of impact
• Refer to vendor instructions– Knowledge base, support articles– Documentation and manuals
• Identify potential effects– Every plan can go bad– Have a plan B– And a plan C
• Fix the issue– Implement during the change control window
• Escalate as necessary– You may need help from a 3rd party

Question 5

5. Verify full system functionality
   and, if applicable, implement
   preventive measures

Answer 5

• It’s not fixed until it’s really fixed– The test should be part of your plan– Have your customer confirm the fix
• Implement preventative measures– Let’s avoid this issue in the future

Question 6

6. Document the findings, actions,
   and outcomes

Answer 6

• It’s not over until you build the knowledge base– Don’t lose valuable knowledge!
• What action did you take?– What outcome did it have?
• Consider a formal database– Help desk case notes– Searchable database