Troubleshooting Methodology

Question 1

What is the troubleshooting process?

Clue: I rarely eat tasty exotic vegetables daily

Answer 1

Identify the problem
Research
Establish a theory
Test the theory
Establish a plan of action
Verify system functionality
Document findings

Question 2

How would I go about identifying the problem?

Answer 2

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

Question 2

How would I go about establishing a theory?

Answer 2

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

Question 3

When testing the theory, what do I do if the theory is confirmed/not confirmed?

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

What are some key components of a plan of action?

Answer 4

Problem statement
Objectives
Steps and tasks
Resources and timeline
Contingency plans
Communication channels
Evaluation

Question 5

When should you escalate an issue?

Answer 5

▪ Too complex
▪ Lack of progress in solving it
▪ Time-sensitive or critical issue
▪ Lack of authority or access
▪ Repeat incidents for the same problem across multiple systems
▪ Safety or security concern

Question 6

What must we document after troubleshooting an issue?

Answer 6

Problem description
Steps taken
Root cause analysis
Solutions and resolutions
Outcomes and results
Lessons learned