01B - Troubleshooting Methodology

A method of identifying, prioritizing, and establishing ownership of incidents.

• Incident

• Problem Management

• Mark's Law

• Troubleshooting Methodology

Something that is not normal and disrupts regular operations in the computing environment

• Incident

• Accident

• Solution

• Problem

First step of Troubleshooting Model

• Identify the problem

• Test the theory to determine causes

• Document Findings

• Verify System Functionality

Which of the following is not a possible solution for most IT problems?

• Repair

• Replace

• Workaround

• Ignore

You are dealing with a support request and think that you have identified the probable cause of the reported problem. What should be your next troubleshooting step?

• Test the theory to determine the cause

• Document Findings

• Send the request to the next tier

• Establish a plan of action to resolve the problem