OBJ 5.1

Question 1

• Identify the problem
• Gather information
• Question users
• Identify symptoms
• Determine if anything has changed
• Duplicate the problem, if possible
• Approach multiple
  problems individually
• Establish a theory of probable cause
• Question the obvious
• Consider multiple approaches
• Top-to-bottom/
  bottom-to-top OSI model
• Divide and conquer
• Test the theory to determine the cause
• If the theory is confirmed, determine
  the next steps to resolve the problem
• If the theory is not confirmed,
  reestablish a new theory or escalate
• Establish a plan of action to resolve the
  problem and identify potential effects
• Implement the solution or
  escalate as necessary
• Verify full system functionality
  and, if applicable, implement
  preventive measures
• Document findings, actions,
  outcomes, and lessons learne