Troubleshooting Methodology Flashcards
What is the troubleshooting process?
Clue: I rarely eat tasty exotic vegetables daily
Identify the problem
Research
Establish a theory
Test the theory
Establish a plan of action
Verify system functionality
Document findings
How would I go about identifying the problem?
- Gather information
- Duplicate the problem, if possible
- Question users
- Identify symptoms
- Determine if anything has changed
- Approach multiple
problems individually
How would I go about establishing a theory?
- Question the obvious
- Consider multiple approaches
- Divide and conquer
When testing the theory, what do I do if the theory is confirmed/not confirmed?
- 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
What are some key components of a plan of action?
Problem statement
Objectives
Steps and tasks
Resources and timeline
Contingency plans
Communication channels
Evaluation
When should you escalate an issue?
▪ 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
What must we document after troubleshooting an issue?
Problem description
Steps taken
Root cause analysis
Solutions and resolutions
Outcomes and results
Lessons learned