Applying Troubleshooting Methodology Flashcards
Troubleshooting Model
- Identify the problem:
a. Gather information from the user,
identify user changes, and, if
applicable, perform backups before
making changes.
b. Begin documentation.
Inquire regarding environmental or
infrastructure changes. - Establish a theory of probable cause
(question the obvious):
a. If necessary, conduct external or
internal
research based on symptoms. - Test the theory to determine the cause:
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. - Establish a plan of action to resolve the
problem and implement the solution:
a. Refer to the vendor’s instructions for
guidance. - Verify full-system functionality and, if
applicable, implement preventive
measures. - Document the findings, actions, and outcomes.
Identify the Problem
Identifying the problem means establishing the consequence or impact of the issue and listing symptoms. The consequence can be used to prioritize each support case within the overall process of problem management.
Gather Information from the User
gathering information from the user about the problem. Ensure you ask the user to describe all the circumstances and symptoms. Some good questions to ask include:
- What are the exact error messages appearing on the screen or coming from the speaker?
- Is anyone else experiencing the same problem?
- How long has the problem been occurring?
-What changes have been made recently to the system? Were these changes initiated by you or via another support request?
-If something worked previously, then experiences mechanical failures, it is likely that the problem has arisen because of some user-initiated change or some environmental or infrastructure change.
-Has anything been tried to solve the problem?
Perform Backups
Consider the importance of data stored on the local computer when you open a support case. Check when a backup was last made. If a backup has not been made, perform one before changing the system configuration, if possible.
Establish and Test a Theory
You diagnose a problem by identifying the symptoms. From knowing what causes such symptoms, you can consider possible causes to determine the probable cause and then devise tests to show whether it is the cause or not.
Conduct Research
You cannot always rely on the user to describe the problem accurately or comprehensively. You may need to use research techniques to identify or clarify symptoms and possible causes.
Identify different knowledge sources available to you. When you research a problem, be aware of both internal documentation and information and external support resources, such as vendor support or forums.
Question the Obvious
Take care not to overlook the obvious—sometimes seemingly intractable problems are caused by the simplest things.
break the troubleshooting process into compartments or categories, such as power, hardware components, drivers/firmware, software, network, and user actions.
when troubleshooting a PC, you might work as follows:
1. Decide whether the problem is hardware or software related (Hardware).
- Decide which hardware subsystem is affected (Disk).
- Decide whether the problem is in the disk unit or connectors and cabling (Connectors).
4.Test your theory.
Establish a New Theory or Escalate
If your theory is not proven by the tests you make or the research you undertake, you must establish a new theory.
If a problem is particularly intractable, you can take the system down to its base configuration (the minimum needed to run). When (if) this is working, you can then add peripherals and devices or software subsystems one by one, testing after each, until eventually the problem is located.
If you cannot solve a problem yourself, it is better to escalate it than to waste a lot of time trying to come up with an answer.
Some generic escalation routes include:
Senior technical and administrative staff, subject matter experts (SMEs), and developers/programmers within your company.
Suppliers and manufacturers via warranty and support contracts and helplines or web contact portals.
Other support contractors/consultants, websites, and social media.
Implement a Plan of Action
When you have a reliable theory of probable cause, you then need to determine the next steps to solve the problem.
There are typically three generic approaches to resolving an IT problem:
Repair—You need to determine whether the cost of repair makes this the best option.
Replace—Often more expensive and may be time-consuming if a part is not available. There may also be an opportunity to upgrade the part or software.
Workaround—Not all problems are critical. If neither repair nor replacement is cost-effective, it may be best either to find a workaround or just to document the issue and move on.
Verify and Document
When you apply a solution, test that it fixes the reported problem and that the system as a whole continues to function normally.
TESTS:
- Trying to use a component or performing the activity that prompted the problem report.
- Inspecting a component to see whether it is properly connected or damaged or whether any status or indicator lights show a problem.
- Disabling or uninstalling the component (if it might be the cause of a wider problem).
- Consulting logs and software tools to confirm a component is configured properly.
- Updating software or a device driver.
Restate what the problem was and how it was resolved, and then confirm with the customer that the incident log can be closed.
Implement Preventive Measures
To fully solve a problem, you should implement preventive measures. This means eliminating any factors that could cause the problem to reoccur.
Document Findings, Actions, and Outcomes
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 (findings, actions, and outcomes).
Troubleshooting steps can be gathered into a “Knowledge Base” or Frequently Asked Questions (FAQ) of support articles.
Write clearly and concisely, checking for spelling and grammar errors.
