logseq-notes/pages/CompTIA A+ (220-1101)%3A Best Practices for Resolving Problems.md

Resolving Problems

- ## The Importance of Methodology
	- Modern systems are complex
	- Starting point
	- Logical sequence
	- Avoid wasted time
- ## The 6 Steps of Troubleshooting
	- Identify the problem
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	- Establish a theory of probable cause
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	- Test the theory to determine cause
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	- Establish a plan of action
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	- Verify system functionality
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	- Document findings
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- ## Resolving Problems
	- Corporate policies
	- Corporate procedures
	- Possible Impact
	- Formal process
	- Change management
	- Changes
		- Develop a change plan
		- Determine risks
		- Develop backup and rollback plan
		- Test changes in sandbox
		- Ensure steps are documented
- ## Implementation
	- Reference documentation
	- Path for change management
	- Familiarity with processes
	- Avoid immediate reaction

• Identifying the Problem

  • Gather relevant information
  • Symptoms vs. change
  • Question users
  • Recreate issues

  • Useful Activities

    • Identify changes
    • Break down large problems
    • Perform a backup
    • Examine log files

  • Understanding System Changes

    • Environmental changes
    • Infrastructure changes

  • Identifying Causes

    • Determine most likely cause
    • Identify all possible causes
    • Rank probability
    • Escalate problems

• Establishing a Theory of Probable Cause

  • List probable causes
  • Leverage knowledge to prioritize
  • Consider the obvious
  • Escalate if necessary

  • Internal Symptom-based Research

    • Investigate the most obvious causes
    • Consider other possible causes
    • Links may not always be apparent
    • Relatively complex relationships may exist

  • External Symptom-based Research

    • Use external sources to capture information
    • Vendor knowledge base
    • Third-party knowledge base
    • Internet search
    • Industry or academic literature

  • Using What Was Learned

    • Better focus
    • Future problems
    • Documentation
    • Steps taken to resolve problem

  • Test the Theory to Determine Cause

    • Develop theory based on most likely cause
    • If cause is confirmed, move on
    • If cause cannot be confirmed, start again
    • Don't jump to conclusions
    • Consider alternatives
    • Test until correct cause is identified
    • Address the correct problem
    • Avoid addressing tings that aren't the problem
    • Verify your results
    • submit plan for approval
    • Escalate if necessary
    • If problems persists, start again
    • Reevaluate the problems and causes
    • Develop new theories
    • Escalate if necessary
    • Ongoing process
    • Resolution may not work

    • Evaluating Test Results

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