ITF+ Module 1 Unit 5 (Version 2024)

Gather information, duplicate problem (if possible), question users, Identify systems, determine if anything has changed, approach multiple problems individually are things you do in 'Step 1' of the 'Troubleshooting Model' called:

• Research

• Establish a theory

• Test theory

• Identify the problem

Question the obvious, consider multiple approaches, divide and conquer are things in 'Step 3' of the 'Troubleshooting Model':

• Establish theory of probable cause

• Implement a solution

• Verify full functionality

• Identify the problem

Step 2 of the Troubleshooting Model, after you 'Identify the Problem,' you:

• Test theory

• Document findings

• Research knowledge base

• Establish theory of probable cause

Once the 'theory' is confirmed (in step 2) the 4th step in the Troubleshooting Model could be:

(if you couldn't confirm Step 2 'Theory,' make "new theory" or "escalate" to someone with more knowledge)

• Document findings

• Test the Theory to determine cause

• Research knowledge

• Identify the Problem

After Step 4 (Test the Theory), Step 5 is when you try to resolve the problem and identify potential effects, which is when you:

• Establish a plan of action

• Identify symptoms

• Question users

• Gather information

After you resolve the problem by 'Establishing a Plan of Action' in step 5 you:

• Document findings

• Establish a theory

• Research knowledge base

• Implement the solution or escalate as necessary

Step 6 was implementing the solution (or escalate if you couldn't find one). Now it's time to:

• Verify full system functionality (and if possible implement preventative measures)

• Identify problem again

• Question all the users again

• Take a meditation break to help find solution

After verifying full functionality (and if possible put in preventative measures so it doesn't happen again) in Step 7, the final Step 8 is:

• Document findings/lessons learned

• Make trainings for unqualified users

• Escalate the problem to the CEO of the company

• Establish a 3rd plan of actions

There are typically 3 solutions to any problem:

• Throw device against wall (making sure no humans are near)

• Repair device

• Replace device

• Ignore (just document the issue and move on)

When you start a computer it performs the POST routine, which stands for:

• Power-Off Selfie Test

• Power-On Self-Test

• Power-Only Shell-Test

• Power-OS Super-Timed