ITF - Quiz 4.1 - Troubleshooting and Support

What is troubleshooting?

• Identifying causes, symptoms, and consequences

• Resolving the consequences of a problem

• Providing another workstation to the user

• Replacing the faulty disk drive

What is the first step in CompTIA's troubleshooting model?

• Gather information

• Identify the problem

• Question users

• Duplicate the problem, if possible

Why is it important to develop general troubleshooting skills?

• To have a detailed knowledge of how something is supposed to work

• To approach new and unexpected situations with confidence

• To balance being methodical with being efficient

• To resolve the consequences of a problem

What should be done if the theory is not confirmed in troubleshooting?

• Establish a new theory or escalate

• Implement the solution or escalate as necessary

• Verify full system functionality and implement preventive measures

• Document findings/lessons learned, actions and outcomes

What should be done after implementing the solution in troubleshooting?

• Establish a new theory or escalate

• Verify full system functionality and implement preventive measures

• Document findings/lessons learned, actions and outcomes

• Question the obvious

What is the purpose of researching the knowledge base/Internet in troubleshooting?

• To gather information

• To duplicate the problem

• To establish a theory of probable cause

• To question users

What should be done if the theory is confirmed in troubleshooting?

• Establish a new theory or escalate

• Implement the solution or escalate as necessary

• Verify full system functionality and implement preventive measures

• Question the obvious

What is the purpose of establishing a plan of action in troubleshooting?

• To gather information

• To implement the solution

• To verify full system functionality

• To resolve the problem and identify potential effects

What is the purpose of testing the theory in troubleshooting?

• To identify causes

• To determine if anything has changed

• To establish a theory of probable cause

• To determine the root cause

What is the purpose of verifying full system functionality in troubleshooting?

• To gather information

• To implement the solution

• To establish a theory of probable cause

• To ensure the problem is resolved