Apply Troubleshooting Methodology

Question 1

simply involves having a detailed knowledge of how something is supposed to work and of the sort of things that typically go wrong.

Answer 1

being an effective troubleshooter

Question 2

CompTIA’s A+ troubleshooting model

Answer 2

1. Identify the problem
2. Establish a theory of probable cause (question the obvious)
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 and, if applicable, implement preventive measures.
6. Document the findings, actions, and outcomes.

Question 3

1. Identify the Problem

Answer 3

Gather info, ask key questions
Perform Back up

Question 4

2. Establish a theory of probable cause (question the obvious)

Answer 4

*Probable Cause, test theory
*Conduct Research
*Question the obvious

Question 5

Establish a plan of Action to resolve

Answer 5

*You have to assess the resources, time, and cost required.
*Consider potential impacts/constraints on systems by your actions.
*Know corporate policies and procedures.

Question 6

Implement the solution

Answer 6

*Communicate with Other IT staff about rules n regulations
*What will be affected
*Time constraint/schedule
*refer to vendor instructions
*Verify/ record all steps and results

Question 7

Verify and Document

Answer 7

*Check issue is an isolated or a part of a bigger problem.
*Check software updates /device driver.
*Inform of changes and found solution with client/Log.
*Implement preventive measures.

Question 8

Document Findings, Actions, and Outcomes

Answer 8

*Findings within ticket system: who’s responsible/problem.
*Statistics of IT infrastructure.
*Write clearly and concisely.