Troubleshooting Methods

What is the first step in the model described in the passage?

• Identify the problem

• Develop a solution

• Implement the plan

• Evaluate the results

According to the passage, what should you do before making changes when identifying the problem?

• Perform backups

• Restart the system

• Ignore the issue

• Update the software

What should you do if the theory of probable cause is not confirmed, according to the steps in the model?

• Reestablish a new theory or escalate

• Ignore the issue and continue

• Close the case immediately

• Wait for further instructions

Which step in the model involves referring to the vendor’s instructions for guidance?

• Establish a plan of action to resolve the problem and implement the solution

• Identify the problem and gather information

• Document findings, actions, and outcomes

• Verify full system functionality and implement preventive measures

The final step in the model is to document the findings, lessons learned, actions, and outcomes.

• True

• False

Which of the following is NOT mentioned as part of the steps in the model?

• A) Identify the problem

• B) Establish a theory of probable cause

• C) Ignore the symptoms

• D) Document the findings