Explain the troubleshooting methodology

Question 1

Identify the problem steps

Answer 1

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

Question 2

Establish a theory of probable cause steps

Answer 2

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

Question 3

Test the theory to determine the cause

Answer 3

• 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

Question 4

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

Answer 4

Implement the solution or
escalate as necessary
* Verify full system functionality
and, if applicable, implement
preventive measures
* Document findings/lessons
learned, actions, and outcome