5.1

Question 1

Whats the first step of troubleshooting?

Answer 1

Identify the problem by using the following steps:

1. Information gathering
2. Identify the symptoms
3. Question the users
4. Determine if anything has changed.
5. Approach multiple problems individually

Question 2

Whats the second step of troubleshooting?

Answer 2

Establish a theory by using the following steps:

1. Start with the obvious
2. Consider everything
3. Make a list of all possible causes

Question 3

Whats the third step of troubleshooting?

Answer 3

Test the theory with the following steps:

1. Confirm theory
2. If the theory didn’t work, re-establish new theory or call an expert.

Question 4

Whats the 4th step of troubleshooting?

Answer 4

Create a plan of action by using the following steps:

1. Build a plan(correct the issue with a minimum of impact
2. Identify the potential effects(have a plan B and C)

Question 5

Whats the 5th step of troubleshooting?

Answer 5

Implement the solution as following:

1. Fix the issue
2. Escalate as necessary(might need help from a 3rd party.

Question 6

Whats the 6th step of troubleshooting?

Answer 6

Verify full system functionality with the following:

1. It’s not fixed until its really fixed(ask customer to confirm it)
2. Implement preventive measures(let’s avoid this issue in the future)

Question 7

Whats the last step of troubleshooting?

Answer 7

Document findings:

1. It’s not over until you build the knowledge base
2. Consider a formal database
3. Google Research