ITF - Quiz 4.3 - Understanding the Problem

What is the purpose of questioning the obvious when troubleshooting a problem?

• To waste time and frustrate users

• To identify the root cause of the problem

• To jump to conclusions

• To duplicate the problem on a reference system

What approach is often used in troubleshooting to quickly identify probable causes?

• Divide and conquer

• Jump to conclusions

• Ignore the symptoms

• Escalate the problem

In the context of troubleshooting, what should you do if you suspect a power cabling problem?

• Ignore it and move on to other possibilities

• Plug the device into a different wall socket

• Replace the device with a new one

• Restart the system

Why is it important to avoid jumping to conclusions when troubleshooting a problem?

• To avoid wasting valuable time

• To avoid frustrating users

• To avoid solve the wrong issue

• To escalate the problem

What is the purpose of testing different theories of the cause when troubleshooting a problem?

• To establish a theory

• To escalate the problem

• To identify the root cause

• To classify the problem

In a tiered help desk system, what is the role of Tier 2 staff?

• To classify and perform testing stages

• To investigate complex problems escalated by Tier 1 staff

• To resolve all problems

• To record and escalate unresolved problems to Tier 1 staff

What is the role of Tier 3 specialists in a help desk system?

• To classify and perform testing stages

• To escalate complex problems

• To resolve all problems

• To investigate and troubleshoot very specific and typically advanced technologies

When should a problem be escalated outside the organization in a help desk system?

• When Tier 1 staff cannot resolve it

• When Tier 2 staff cannot resolve it

• When Tier 3 staff cannot resolve it

• When the manufacturer requests it

What is the end goal of the troubleshooting process?

• To establish multiple theories

• To identify the immediate cause of the problem

• To escalate the problem

• To identify the root cause of the problem