5.1 Troubleshooting Methodology - section 20

Question 1

Six steps to the Troubleshooting Methodology

Answer 1

Identify the problem, Establish a theory, Test the theory, Establish a Plan of Action, Verify System Functionality, Documentation

Question 2

Identify the Problem

Answer 2

Gather information from the user, identify user changes, and, if applicable perform backups before making changes.

Question 3

Establish a Theory

Answer 3

Question the obvious- If necessary, conduct external or internal research based on symptoms.

Question 4

Test the Theory

Answer 4

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

Question 5

Establish a Plan of Action

Answer 5

Establish a plan of action to resolve the problem and implement the solution. Refer to the vendor’s instructions for guidance

Question 6

Verify System Functionality

Answer 6

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

Question 7

Documentation

Answer 7

Document the findings, actions, and outcomes.