Troubleshooting Methodology

Question 1

What are the 6 steps of Troubleshooting Methodology?

Answer 1

1. Identify the problem
2. Establish a theory of probable cause
3. Test the theory to determine the cause
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality
6. Document the findings, actions, and outcome

Question 2

How do you Identify the Problem?

Answer 2

o What happened?
o What was the status before?
o What is the status after that?
o Are there any changes in the system?

Question 3

Give examples to Establish a Theory

Answer 3

o Probable Cause
▪ Different possible causes that may have happened
o Burning smell
▪ Damaged processor or motherboard components
o Clicking or grinding sound
▪ Hard drive
o No spinning fan
▪ Power issue or broken fan

Question 4

What are the steps to Test the Theory?

Answer 4

o Theory is confirmed
o Theory is not confirmed
o Lack skills or authority
o Unable to solve
o Escalate when there is an issue

Question 5

Give examples to Establish a Plan of Action

Answer 5

o Repair
o Replace
o Workaround
o How many are the resources
o How much time does it take
o How much is the cost
o Impact on the users and system
o A change of plan needs to get the authorization again

Question 6

How do you Verify System Functionality?

Answer 6

o Identify the problem
o Establish a theory
o Test the theory
o Establish a plan of action
o Verify system functionality
o Check that the problem has been solved
o Inspect the other components to ensure nothing else is damaged, broken, or
disconnected
o Check the logs and diagnostic tools to confirm everything is working the way
they should
o Verify system functionality
o Implement preventative measures

Question 7

What are some Documentation examples?

Answer 7

o The trouble ticketing system allows to do the trend analysis
o The trouble ticketing system can document the amount of work