Topic E-TroubleShooting Methodology

What are the CompTia Troubleshooting steps

, Verify full system functionality, and if applicable, implement preventative measures, Document findings, actions, and outcomes.

Problem Management

A method of identifying, prioritizing, and establishing ownership of incidents.

Why does it help to categorize a problem when troubleshooting?

A step-by-step analysis of the problem helps by making sure you approach it methodically and troubleshooting within a more limited area is simpler.

If another technician says to you, "We'll have to strip this back to base?", what do they mean, and at which specific step of troubleshooting are you likely to be?

Bringing a system "back to base" means re-building a troublesome system from its core components. You can then add extra devices one by one until the source of the fault is revealed. This can be time-consuming so is likely to be something you would try if you are testing a theory of probable cause unsuccessfully, and you need to establish a new theory.

Sixth step in CompTIA's Troubleshooting steps

Document findings, actions, and outcomes. These steps

What is the last step in the best practice methodology for troubleshooting and how might it be implemented?

Document findings, actions, and outcomes. You can use spreadsheet or database tools, but using ticket-based management system software to create incident logs is best.

Forth step in CompTIA's Troubleshooting steps

Establish a plan of action to resolve the problem and implement the solution

Second step in CompTIA's Troubleshooting steps

Establish a theory of probable cause

You think you have discovered the solution to a problem in a product Knowledge Base, and the solution involves installing a software patch. What should be your next troubleshooting step?

Identify any negative consequences in applying the software patch, then devise an implementation plan to install the file. You need to schedule the work so as to minimize disruption. You should also make a plan to rollback the installation, should that prove necessary.

First Step in CompTIA's Troubleshooting steps

Identify the Problem

You receive a support call from a user. What should be your first troubleshooting step?

Question the user to establish all the circumstances surrounding the problem.

Incident

Something that is not normal and disrupts regular operations in the computing environment.

Third step in CompTIA's Troubleshooting steps

Test the theory to determine cause

You are dealing with a support request and think that you have identified the probable cause of the reported problem. What should be your next troubleshooting step?

Test the theory to determine the cause.

If you have to open the system case to troubleshoot a computer, what should you check before proceeding?

That data on the PC has been backed up. You should always verify that you have a backup before beginning any troubleshooting activities.

After applying a troubleshooting repair, replacement, or upgrade, what should you do next?

Verify full system functionality, and if applicable, implement preventative measures

Fifth step in CompTIA's Troubleshooting steps

Verify full system functionality, and if applicable, implement preventative measures

What should you do if you cannot determine the cause of a problem?

consult a colleague, refer to product documentation,search the web, or escalate the problem