19922416
Description
Mind Map by Colt Mapes, updated more than 1 year ago
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Created by Colt Mapes
almost 5 years ago
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Chapter 1: Safety and Professionalism
- Troubleshooting Methodology
- 1: Identify the problem
- 2: Theorize the probable problem
- 3: Test to confirm theory
- 4: Establish and implement a plan of action toward resolution
- 5: Verify full system function and implement preventative
measures if necessary
- Document findings, actions, and outcomes
- Document findings, actions, and outcomes
- 5: Verify full system function and implement preventative
measures if necessary
- Of course if the test fails and doesn't resolve return to step 2
- Once confirmed take steps toward resolution
- Don't be afraid to escalate.
- 4: Establish and implement a plan of action toward resolution
- If needed conduct internal and external research based on symptoms.
- 3: Test to confirm theory
- Ask the user what they were doing when the problem occurred
- Identify any changes made by the user.
- Make those backups now
- Find out about environmental and infrastructure changes from someone who would know.
Managers, in house IT, even the person who has been there forever if you are at a dead end.
- Network cables is from another part of the office, crossing under several desks, 'sposed to be that way?
- This is a new building is everyone else's stuff working right?
- To manager: I got a note in my email about a new system being implemented, that go well for your team?
- Network cables is from another part of the office, crossing under several desks, 'sposed to be that way?
- Check system logs
- 2: Theorize the probable problem
- Follows a set of steps to diagnose and fix computer
- 1: Identify the problem
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