Resolving Problems Flashcards
Which scenario would be considered to be using external research or resources to address a problem?
Contacting an application vendor
Escalating to your supervisor
Reverting to an earlier state
Contacting an application vendor
Once a plan of action has been fully developed, when should it be implemented?
Immediately
Whenever the impact on operations is lowest
Whenever you have the time
Whenever the impact on operations is lowest
If after recreating an issue you have developed and tested a theory, and evaluated the results to discover that the issue has been resolved, what is the next step in the process?
Develop a plan of action
Investigate other causes
Document the results
Develop a plan of action
Which type of documentation model refers to a source that is generally constructed and maintained by the users in an organization?
A searchable database
Wiki
Individual case notes
Wiki
Which activity would NOT be an effective means of identifying a problem?
Gathering relevant information
Questioning users
Assuming based on experience
Assuming based on experience
Which component of a formal controlled change process allows for verifying that a change will be effective?
Ensuring thorough documentation
Determining the risks of implementation
Testing in a sandbox environment
Testing in a sandbox environment
Verifying fully restored functionality should be performed by which entities? (Choose two)
The user of the system
The person who implemented the fix
Only the highest level administrators
A department supervisor
Third party support teams
The user of the system
The person who implemented the fix
