Apply Troubleshooting Methodology

Question 1

Troubleshooting Method:
a) Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.
b) Inquire regarding environmental or infrastructure changes.

Answer 1

Identify the problem

Question 2

Troubleshooting Method:
a) If necessary, conduct external or internal research based on symptoms.

Answer 2

Establish a theory of probable cause (question the obvious)

Question 3

Troubleshooting Method:
a) Once the theory is confirmed, determine the next steps to resolve the problem.
b) If the theory is not confirmed, re-establish a new theory or escalate.

Answer 3

Test the theory to determine the cause

Question 4

Troubleshooting Method:
a) Refer to the vendor’s instructions for guidance.

Answer 4

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

Question 5

Troubleshooting Method:
Test that it fixes the reported problem and that the
system as a whole continues to function normally

Answer 5

Verify full-system functionality

Question 6

Troubleshooting Method:
Most troubleshooting takes place within the context of a ticket system. This shows who is responsible for any particular problem and what its status is. This gives you the opportunity to add a complete description of the problem and its solution

Answer 6

Document the findings, actions, and outcomes.

Question 7

If your theory is not proven by the tests you make or the research you undertake, you must do this

Answer 7

establish a new theory

Question 8

If you cannot solve a problem yourself, it is better to do this

Answer 8

escalate

Question 9

Repair, replace, workaround

Answer 9

Three generic approaches to resolving an IT problem

Question 10

You are dealing with a support request and think that you have identified the probable cause of
the reported problem. What should be your next troubleshooting step?

Answer 10

Test the theory to determine the cause.

Question 11

If you must open the system case to troubleshoot a computer, what should you check before
proceeding?

Answer 11

You should check that data on the PC has been backed up. You should always verify that you have a backup before beginning any troubleshooting activities.

Question 12

What should you do if you cannot determine the cause of a problem?

Answer 12

You could consult a colleague, refer to product documentation, or search the web. It might also be
appropriate to escalate the problem to more senior support staff.

Question 13

You think you have discovered the solution to a problem in a product Knowledge Base, and the solution involves installing a software patch. What should be your next troubleshooting step?

Answer 13

You should identify any negative consequences in applying the software patch, then devise an
implementation plan to install the file. You need to schedule the work so as to minimize disruption. You
should also make a plan to roll back the installation, should that prove necessary.

Question 14

After applying a troubleshooting repair, replacement, or upgrade, what should you do next?

Answer 14

You should test that the fix works and that the system as a whole is functional. You might also implement preventative measures to reduce the risk of the problem occurring again.