5.1 Troubleshooting Steps Flashcards
What is the first step in the best practice methodology to resolve problems?
Identify the problem.
What should you do when identifying a problem?
Gather information, duplicate the issue if possible, and question the user.
What is the purpose of questioning the user?
To understand the symptoms, recent changes, and potential causes.
Why is reviewing system and application logs important?
To gather evidence and identify potential issues.
What is the importance of backing up data before troubleshooting?
To prevent data loss during the troubleshooting process.
What is the second step in the troubleshooting methodology?
Establish a theory of probable cause.
What is a good practice when forming a theory of probable cause?
Start with the simplest and most likely causes.
What is the benefit of questioning the obvious?
To eliminate common and easily fixed issues.
What tools can help in establishing a probable cause?
System diagnostics, error messages, and vendor documentation.
What is the third step in the troubleshooting methodology?
Test the theory to determine the cause.
What should you do if the theory is not confirmed?
Re-establish a new theory or escalate the issue if necessary.
Why is testing theories systematically important?
To ensure the actual cause is identified and resolved.
What is the fourth step in the troubleshooting methodology?
Establish a plan of action to resolve the problem and implement the solution.
What should you consider when creating a plan of action?
Potential risks, impacts, and required resources.
What is the importance of minimizing impact during implementation?
To avoid disrupting users or critical operations.
What is the fifth step in the troubleshooting methodology?
Verify full system functionality and, if applicable, implement preventive measures.
What should you do after resolving the problem?
Test the system thoroughly to ensure the issue is resolved.
Why is implementing preventive measures important?
To reduce the likelihood of the issue recurring.
What is the sixth step in the troubleshooting methodology?
Document findings, actions, and outcomes.
What is the benefit of documenting the troubleshooting process?
To provide a reference for future issues and improve efficiency.
What should be included in the documentation?
Problem description, steps taken, and final resolution.
Why is effective communication important during troubleshooting?
To keep the user informed and manage expectations.
What should you do if you are unable to resolve the problem?
Escalate the issue to the appropriate team or individual.
Why is it important to follow company policies during troubleshooting?
To ensure compliance and maintain professional standards.
