Troubleshooting Technology Issues

Question 1

What are elements involved in Identifying a problem within troubleshooting?

8 steps involved.

Answer 1

• Question users.
• Gather information.
• Duplicate the problem.
• Identify the symptoms.
• Determine if anything has changed.
• Approach multiple problems individually.

Question 2

What is Research knowledge base/internet?

Answer 2

Finding out what the issue could be from local logs or the internet.

Question 3

What are some elements when establishing a theory of probable cause?

Answer 3

• Question the obvious.
• Consider multiple approaches.
• Divide and conquer.

Question 4

What are two features of test the theory to determine cause?

Answer 4

• If the root cause is confirmed the next thing is to confirm the steps to resolve the problem.
• If the root cause is not confirmed the next thing is to establish a new theory or escalate the issue.

Question 5

What is establish a plan of action to resolve the problem.

Answer 5

Confirming the steps to take to resolve the problem.

Question 6

What is implement the solution or escalate as necesssary?

Answer 6

• Exectuting the solution for the issue.
• Escalating to level 2 or 3 depending on the context of the issue.

Question 7

What is verify full system functionality?

Answer 7

Ensuring that a user system is working after executing the solution.

Question 8

What is documenting findings?

Answer 8

Writing the solution in logs to be used in future to resolve similar issues.