The Troubleshooting Process

Question 1

The Troubleshooting Process

Answer 1

1. Uh oh. It’s broken!
2. Identify the problem
3. Establish a theory
4. Test the theory
5. Evaluate Results: Is it working?
6. Establish a Plan of Action
7. Implement the Plan
8. Verify Full System Functionality
9. Document Findings

Question 2

1. Identify the problem - The Troubleshooting Process

Answer 2

• Information gathering - Get as many details as possible
  
  • Duplicate the issue, if possible
• Identify symptoms - May be more than a single symptom
• Question users - Your best source of details
• Determine if anything has changed - Who’s in the wiring closet?
• Approach multiple problems individually
  
  • Break problems into smaller pieces

Question 3

2. Establish a theory - The Troubleshooting Process

Answer 3

• Start with the obvious - Occam’s razor applies
• Consider everything - Even the not-so-obvious
• Make a list of all possible causes
  
  • Start with the easy theories
  • And the least difficult to test

Question 4

3. Test the theory - The Troubleshooting Process

Answer 4

• Confirm the theory - Determine next steps to resolve problem
• Theory didn’t work?
  
  • Re-establish new theory or escalate - Call an expert

Question 5

4. Create a plan of action - The Troubleshooting Process

Answer 5

• Build the plan
  
  • Correct the issue with a minimum of impact
  • Some issues can’t be resolved during production hours
• Identify potential effects
  
  • Every plan can go bad - Have a plan B and a plan C

Question 6

5. Implement the solution - The Troubleshooting Process

Answer 6

• Fix the issue - Implement during the change control window
• Escalate as necessary - You may need help from a 3rd party

Question 7

6. Verify full system functionality - The Troubleshooting Process

Answer 7

• It’s not fixed until it’s really fixed
  
  • The test should be part of your plan
  • Have your customer confirm the fix
• Implement preventative measures
  
  • Let’s avoid this issue in the future

Question 8

7. Document findings - The Troubleshooting Process

Answer 8

• It’s not over until you build the knowledgebase
• Consider a formal database
  
  • Help desk case notes, searchable database