2.0 Troubleshooting, Repair and Maintenance


2.1 Given a scenario, explain the troubleshooting theory

  • Identify the problem
    • Question the user and identify user changes to computer and perform backups before making changes

  • Establish a theory of probable cause (question the obvious)

  • Test the theory to determine cause
    • Once theory is confirmed determine next steps to resolve problem
    • If theory is not confirmed re-establish new theory or escalate

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

  • Verify full system functionality and if applicable implement preventative measures

  • Document findings, actions and outcomes


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