5.1 Explain the troubleshooting methodology.

Question 1

Identifying the problem.

Answer 1

1. Gather information
2. Question Users
3. Identifiy symptoms
4. Determine if anything has changed
5. Duplicate the problem
6. Approach multiple problems individually

Question 2

Establish a theory of probable cause

Answer 2

1. Question the obvious
2. Consider multiple approaches
   - Consider the not-so-obvious
   - Examine the problem from the top of the OSI model to the bottom and vice versa.

Question 3

Test the theory to determine the cause

Answer 3

1. If theory confirmed, determine the next steps to resolve the problem.
2. If theory is not confirmed, establish a new theory or escalate.

Question 4

Establish a plan of action to resolve the problem and identify potential effects.

Answer 4

• Correct the issue with a minimum of impact.
• Some issues can’t be resolved during production hours.
• Have plan B and C ready just incase something goes wrong.

Question 5

Implement the solution or escalate as necessary.

Answer 5

• Try the fix during the change contol window that was assigned.
• Escalate as necessary if you need help from a third party vendor.

Question 6

Verify fully system functionality and implement preventative measures if applicable.

Answer 6

• It’s not fixed until it’s really fixed.
• The test should be part of your plan.
• Have the customer confirm the fix.

Question 7

Document findings, actions, outcomes, and lessons learned throughout the process.

Answer 7

• Its not over until you update the knowledge base to learn important lessons.