5.1 Troubleshooting Methodology

Question 1

List the six steps of the troubleshooting methodology.

Answer 1

1. Identify the problem
2. Establish a theory of probable cause
3. Test the theory to determine the cause
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality
6. Document the findings, actions, and outcomes

Question 2

Give the third step in the troubleshooting methodology.

Answer 2

Test the theory to determine the cause

Question 3

What are two questions you could ask when identifying the problem?

Answer 3

What was the status before?
Are there any changes in the system?

Question 4

What theory would you establish if there was a burning smell?

Answer 4

Broken/damaged processor or motherboard components

Question 5

Name the two types of research you can do to establish a theory?

Answer 5

External research (internet)
Internal research (system)

Question 6

At what point should you escalate the problem?

Answer 6

When there is an issue in testing the theory.

Question 7

What do you do if the theory is not confirmed?

Answer 7

Return to step 2. Establish a theory of probable cause

Question 8

List three considerations when establishing a plan of action

Answer 8

How many resources are there?
How much time does it take?
How much will it cost?

Question 9

When do you need to seek authorisation again?

Answer 9

When the plan of action is changed

Question 10

What are two actions you should take when verifying system functionality?

Answer 10

Inspect the other components to make sure nothing else is broken, damaged, or disconnected
Check the logs and diagnostic tools to confirm everything is working the way it should

Question 11

In what step of the troubleshooting methodology would you implement preventative measures?

Answer 11

Step 5: Verify system functionality