How to Troubleshoot

Question 1

What are the most common helpdesk software programs?

Answer 1

1. Agiloft
2. Cayzu
3. FreshDesk
4. FreshService
5. HappyFox
6. Jira
7. ManageEngine
8. Vivantino
9. Zendesk
10. Zoho Desk

Question 2

What is change control procedure?

Answer 2

a structured approach or set of documentated steps that an organization follows to manage and control changes to its systems, processes, products or services.

Question 3

what might a common change control procedure include?

Answer 3

It might include a “plan for change”, estimating the risks associated with those changes, having a recovery plan if the change doesnt work, testing before actual implementation, then document all of this and get approval.

Question 4

What is the standard flow for troubleshooting?

Answer 4

1. Identify the problem
2. Establish a theory
3. Test the theory
4. Evaluate the results
5. Establish a plan of action
6. Implement the plan
7. Verify full system functionality
8. Document findings

Question 5

What steps can you take when attempting to identify the problem?

Answer 5

1. Gather as much info as possible
2. idenitfy symptoms
3. Question the user
4. determine if anything has changed
5. approach multiple problems individually

Question 6

whats one thing you should do before taking active troubleshooting steps?

Answer 6

backup everything and have a rollback plan.