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WorksheetsIT - Troubleshooting Methodology
Total questions: 8
Worksheet time: 4mins
Which of the following is the first step in troubleshooting?
Research
Identify the problem
Establish a theory
Establish an action plan
Which of the following can be used to determine a solution to problems?
Internet forums
Previous tickets
Private knowledge bases
All of the above
Which of the following should NOT be done during the troubleshooting process?
If the problem is a large one, break it down into smaller problems
If the problems are small ones, combine them into one larger problem
Duplicate/replicate the problem, if possible
Question users about what seemed to happen
Once the solution is implemented, users are good to continue working.
True
False, functionality must be verified
False, users must be reprimanded for causing the problem
False, once a computer has problems, it can't be used again
What is the final step in the troubleshooting methodology?
Document the solution
Divide and conquer
Implement the solution
Reprimand the user
Which is not a step of the troubleshooting methodology?
Attempt to fix multiple problems at the same time
Implement the solutions or escalate as necessary
Establish a theory of probable cause
Establish a plan of action to resolve the problem and identify potential effects
Which is not a part of the Identify the Problem step?
Gather information
Question users
Identify symptoms
Considering multiple theories of solutions
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
