A+ Exam Objective 5.1 Given a scenario, use the best practice methodology to resolve problems.
In this section, we will break down the best practice methodology for resolving problems. This objective is relatively self-explanatory.
Remember to always consider corporate policies, procedures, and the possible impact first before implementing any changes. Now with that in mind, proceed as follows:
Identify the problem using the following steps
Talk to the user in order to identify any changes the user made to the computer.
Perform backups before proceeding further.
Inquire regarding environmental or infrastructure changes. This requires checking with the user, and any other relevant parties, regarding any changes that may have impacted the issue.
Review system and application logs. Use Event Viewer on the local machine and review any server logs that are relevant to the issue.
Establish a theory of probable cause (question the obvious)
If necessary, conduct external or internal research based on the symptoms. Use the information that’s been gathered to make a determination about the cause of the issue.
Test the theory to determine the cause
Once the theory has been confirmed as the cause of the issue, determine the next steps to resolve the problem. If the theory is not able to be confirmed or is proven incorrect, come up with a new theory or escalate. Don’t waste time. If the theory doesn’t work, rethink, get help, or escalate the issue to a higher-level technician.
- Establish a plan of action to resolve the problem and implement the solution. Always plan out the steps needed to resolve the problem first. Then follow them to fix the problem.
- Verify full system functionality and implement preventive measures if applicable.
When you are satisfied with the resolution, verify full system operation. Have the user perform this validation whenever possible. Take any steps that would prevent the recurrence of the issue.
Document the findings, actions, and outcomes
This is a very important step as it allows your organization to either build up a knowledge base (if a start-up) or grow its existing knowledge base (established organization). It may also benefit you personally as a support technician as it can save you from having to reinvent the wheel would a similar issue presents itself in the future.
That’s all for objective 5.1. Good luck with the test!