WorksheetsITF - Quiz 4.1 - Troubleshooting and Support
Total questions: 10
Worksheet time: 10mins
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
