Operational Procedures: Given a scenario, explain the troubleshooting theory

Question 1

What are the three important things to document at the end of the troubleshooting theory?

Answer 1

• Findings
• Outcomes
• Actions

Question 2

What are the steps of the troubleshooting theory?

Answer 2

1) Identify the problem
2) Establish a theory
3) Test the theory
4) Establish a plan of action
5) Verify full system functionality
6) Document findings, outcomes, actions

Question 3

After you test your theory, you discover it is incorrect. What two things can you do at this time?

Answer 3

• Establish a new theory

- Escalate the problem