5.1 Troubleshooting Methodology

Question 1

Before starting to troubleshoot ANY issue, what is the very FIRST thing you should do BEFORE you start to troubleshoot?

Answer 1

Always consider corporate policies, procedures, and impact before implementing changes.

Question 2

What is step 1?

Answer 2

Identify the problem.

Ask lots of questions. Seek user changes. BACKUP BEFORE making changes. Inquire about environmental or infrastructure changes. review system and app logs.

Question 3

What is step 2?

Answer 3

Establish a theory of probably cause.

If necessary, conduct external or internal research based on symptoms.

Question 4

What is step 3?

Answer 4

Test the theory to determine cause.

Once the theory is confirmed, determine the next steps to resolve problem. If the theory is not confirmed then re establish new theory or escalate.

Question 5

What is step 4?

Answer 5

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

Question 6

What is step 5?

Answer 6

Verify full system functionality and, if applicable, implement preventative measures.

Question 7

What is step 6?

Answer 7

Document findings, actions, and outcomes.