Mod 6.4 Flashcards
What is the first step in troubleshooting a network problem?
Using a standard operating procedure (SOP)
What is the first step in fixing a problem?
Identifying the problem
Why is it important to talk to the user when identifying a problem?
To understand the symptoms and recent changes
After asking questions to identify the problem, what is the next step?
Establish a theory of probable cause
What does it mean to consider multiple approaches?
Try different methods to identify the problem
What is the first step you should take when you have a theory about what might be causing a problem?
Test your idea
What should you do if your theory about the problem is confirmed?
Make a plan of action
If your theory is not confirmed, what is the next step?
Come up with a new idea
What should you do if the fix might cause a lot of downtime for the organization?
Wait until after hours or the weekend
What is the fourth step in the troubleshooting process?
Establish a plan and implement the fix
What should you do before implementing a fix?
Make sure you have the necessary tools and permissions
What is the first step after fixing a problem?
est the results of your fix
Why should you have the user work with the system after fixing a problem?
To make sure the issue is fully resolved
What is one benefit of providing detailed documentation?
It helps if the problem comes back months later.
Why is it important to document your findings after resolving an issue?
To remember what you did and help others
