ITF+ Week 3 Quiz Review

What is the last step of the troubleshooting process that you would do before closing out a help ticket?

• Identify the Problem
• Verify Full System Functionality
• Educate the User
• Document the solution
• Test your theory

The process of referring the issue to higher support tier is called?

• Elevate
• Eradicate
• Escalate
• Escalade
• Entubate

At which step in the troubleshooting process would you refer an issue to a higher tier?

• Test the Theory
• Verify Full System Functionality
• Identify the Problem
• Establish a Theory
• Research

Which step of the troubleshooting process follows "Implement the solution"

• Test the Theory
• Verify Full System Functionality
• Identify the Problem
• Establish a Theory
• Research

As part of creating an action plan we also establish this type of plan in case we run into a problem:

• Theory
• Action Plan
• Contingency Plan
• Continuity Plan
• Solution Plan

If while testing the theory, we determine our theory is false. What are our options? (pick 2)

• Implement the solution
• Establish a New Theory
• Document the solution
• Follow the contingency plan
• Escalate the issue

After we identify the problem, we

• Establish a Theory
• Test the theory
• Research
• Escalate
• Document our findings

Which of the following does not fall under establishing a theory?

• Question the obvious
• K.I.S.S.
• Divide and Conquer
• Consider Multiple Approaches
• Create a Contingency Plan

A data store of known issues and their solutions is called:

• Help Desk
• Trouble Ticket System
• Esacalate
• Knowledgebase
• Metadata

Implementing preventive measures falls under which step?

• Test the Theory
• Create an Action Plan
• Implement the Solution
• Research
• Verify Full System Functionality