ICS chapter 4 Troubleshooting

Question 1

Identify the 6 of troubleshooting process

Answer 1

• Identify the problem
• Establish a theory of probable cause
• Test the theory to determine cause
• Establish a plan of action to resolve the problem and implement the solution
• Verify full system functionality
• Document findings, actions and outcomes

Question 2

Identify the problem

Answer 2

• Gather as much information from the customer as possible, but always be respectful
• Start by using open-ended questions
• Continue using closed-ended questions

Question 3

Establish a theory of probable cause

Answer 3

• Create a list of the most common reasons why error would occur
• Start with the easiest causes

Question 4

Test the theory to determine cause

Answer 4

• Test the theory of probable cause, Starting with the quickest and easiest
• After identifying the problem, determine the steps to resolve the problem

Question 5

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

Answer 5

• After identify the exact cause of problem, Establish a plan of action to resolve the problem and implement the solution

Question 6

Verify full system functionality

Answer 6

• Reboot the computer
• Ensure multiple applications work properly
• Verify network and internet connection

Question 7

Document findings, actions and outcomes

Answer 7

• Discuss the solution with the customer
  Document the process :
• Problem description
• Steps to resolve the problem
• Components used in the repair