Troubleshooting Methodology Flashcards

1
Q

What is the troubleshooting process?

Clue: I rarely eat tasty exotic vegetables daily

A

Identify the problem
Research
Establish a theory
Test the theory
Establish a plan of action
Verify system functionality
Document findings

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2
Q

How would I go about identifying the problem?

A
  • Gather information
  • Duplicate the problem, if possible
  • Question users
  • Identify symptoms
  • Determine if anything has changed
  • Approach multiple
    problems individually
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2
Q

How would I go about establishing a theory?

A
  • Question the obvious
  • Consider multiple approaches
  • Divide and conquer
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3
Q

When testing the theory, what do I do if the theory is confirmed/not confirmed?

A
  • Once the theory is confirmed
    (confirmed root cause), determine
    the next steps to resolve the problem
  • If the theory is not confirmed,
    establish a new theory or escalate
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4
Q

What are some key components of a plan of action?

A

Problem statement
Objectives
Steps and tasks
Resources and timeline
Contingency plans
Communication channels
Evaluation

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5
Q

When should you escalate an issue?

A

▪ Too complex
▪ Lack of progress in solving it
▪ Time-sensitive or critical issue
▪ Lack of authority or access
▪ Repeat incidents for the same problem across multiple systems
▪ Safety or security concern

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6
Q

What must we document after troubleshooting an issue?

A

Problem description
Steps taken
Root cause analysis
Solutions and resolutions
Outcomes and results
Lessons learned

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