5.1 - How to Troubleshoot

Question 1

What is change control in a large computing environment?

Answer 1

A formal process for making changes to applications or operating systems, involving guidelines for planning, risk assessment, testing, and rollback procedures.

Question 2

Why is change control important?

Answer 2

It ensures changes are communicated, made in a controlled environment, and allows rollback options if problems arise.

Question 3

What is a common process in a change control environment?

Answer 3

Planning the change, estimating risks, creating a recovery plan, testing in a lab, documenting the process, and presenting to the change control board.

Question 4

What is the first step in the troubleshooting process?

Answer 4

Collect as much information as possible about the problem.

Question 5

Why is it useful to talk directly to the user during troubleshooting?

Answer 5

Users can provide more detailed information about the issue than what might be captured in an email.

Question 6

What should you check for when an issue arises?

Answer 6

Changes in the environment, patches, or modifications that might have caused the problem.

Question 7

Why should you break down the information gathering process into smaller pieces?

Answer 7

It makes it easier to approach each symptom individually and resolve the overall problem.

Question 8

What is a good practice before making changes during troubleshooting?

Answer 8

Take backups of the current system or application configuration.

Question 9

Where can you find additional clues about changes that might have affected the environment?

Answer 9

Documentation from the change control board and log files of the application or operating system.

Question 10

What is Occam’s Razor?

Answer 10

The principle that the simplest explanation is often the most likely.

Question 11

What should you do if the problem is not common or usual?

Answer 11

Think outside the box and make a list of possible causes, testing the most obvious ones first.

Question 12

What resources can help identify the root cause of a problem?

Answer 12

Online documentation, internal knowledge bases, and previous case documentation.

Question 13

What should you do if none of your theories solve the problem?

Answer 13

Consider bringing in a third party or an expert who has experience with similar issues.

Question 14

What is the next step after identifying a theory that resolves the issue?

Answer 14

Create a plan of action to implement the solution in the production environment.

Question 15

Why is a rollback plan important?

Answer 15

It allows you to revert to the original configuration if problems occur during implementation.

Question 16

What is a change control window?

Answer 16

A designated time frame to implement a change in a controlled environment.

Question 17

What should you do after implementing a fix?

Answer 17

Perform tests to confirm that the original problem is resolved and that the system is working correctly.

Question 18

Why is documentation important after troubleshooting?

Answer 18

It provides a record of what was done to resolve the issue and can assist in resolving similar problems in the future.

Question 19

What steps are involved in the troubleshooting process?

Answer 19

Identify the problem, gather information, create a list of theories, test each theory, implement the fix, verify the solution, and document the process.

Question 20

Where is documentation typically stored in an environment?

Answer 20

In help desk software or knowledge-based systems for accessibility by others.