1.01 Apply the best practice methodology to resolve problems

Introduction 

In the field of IT, you'll encounter various issues that require troubleshooting, whether they are your own or those experienced by an end user. Regardless of the situation, there are best practices you can follow to troubleshoot effectively. 

Effective troubleshooting involves understanding how systems work and recognizing common issues, but it’s also crucial to develop general problem-solving skills for complex and unexpected situations. 

  • Understanding Problems:  

    • Problems have causes, symptoms, and consequences. 

    • Example: A faulty hard disk drive (cause) causes a blue screen (symptom), preventing work (consequence). 

    • Resolving the impact is often more important than addressing the original cause. 

  • Prioritization:  

    • Problems must be addressed based on their priority and severity. 

    • A single-user issue may be less urgent than a problem affecting multiple users or systems. 

  • Root Cause Analysis:  Recurring issues might indicate a larger underlying problem, requiring a deeper investigation into the cause. 

  • Best Practice Methodologies:  Follow structured approaches like CompTIA's A+ troubleshooting model.

CompTIA’s Troubleshooting Model 

1. Identify the Problem 

Start by identifying the problem, which includes understanding the impact and listing symptoms. This helps prioritize the issue. 

  • Gather Information from the User:  

    Ask the user detailed questions, such as:  

    • What error messages are appearing? 

    • Is anyone else having the same issue? 

    • How long has the problem been occurring? 

    • What recent changes were made? 

    • Has anything been done to fix it? 

    • The latest changes often cause problems, especially if the system was working before. Different approaches might be needed if something has never worked. 

  • Perform Backups: Before making changes, check when the last backup was made and perform one if necessary. 

2. Establish and Test a Theory 

After gathering information, form a theory about the problem's cause and test it. 

  • Diagnose the Problem:  

    • Identify symptoms and consider possible causes. 

    • Develop and test your theory methodically to avoid overlooking potential causes. 

  • Conduct Research:  

    • If the problem isn’t clear, research using web tools, internal documentation, or consulting with others. 

    • Physically inspect the hardware and try to reproduce the problem. 

  • Question the Obvious:  

    • Don’t overlook simple solutions. Step through what should happen to identify where the failure occurs. 

    • Break the problem down into categories like power, hardware, software, or network to narrow down the issue. 

  • Test Your Theory: Confirm your theory by testing. If it’s correct, proceed with fixing the issue. If not, develop a new theory or escalate the problem. 

3. Establish a New Theory or Escalate 

If your theory is incorrect, create a new one or escalate the issue if needed. 

  • Consider Base Configuration:  For difficult problems, reduce the system to its basic setup and add components one by one to find the issue. 

  • When to Escalate:  

    • If you can’t solve the problem, escalate it rather than wasting time. Use senior staff, vendors, or external resources. 

    • Be cautious with public forums and social media—get authorization and avoid sharing sensitive information. 

4. Implement a Plan of Action 

After confirming the cause, decide on the best solution and implement it. 

  • Decision-Making  

    • Repair: Fix the problem if it’s cost-effective. 

    • Replace: Replace the part if necessary, considering cost and availability. 

    • Workaround: Use a temporary solution if repair or replacement isn’t feasible.

  • Plan of Action : Create a plan considering resources, time, cost, and system impacts. Ensure you have the necessary authorization. 

  • Implement the Solution: If the solution might disrupt operations, plan the timing and notify users. Test after each change and document everything. 

  • Refer to Vendor Instructions: Follow instructions carefully, especially if working with unfamiliar components or software.

5. Verify and Document 

After implementing the solution, verify that it works and document the process. 

  • Testing the Solution:  

    • Recreate the problem to ensure it’s fixed. Inspect components and check logs. 

    • Update any necessary software or drivers. 

  • Customer Confirmation: Confirm with the customer that the issue is resolved and the case can be closed.

  • Implement Preventive Measures: Take steps to prevent the problem from happening again, such as fixing underlying issues or updating antivirus software. 

  • Document Findings, Actions, and Outcomes:  

    • Use a ticket system to record the problem, actions, and outcomes. 

    • Documentation helps with future troubleshooting and demonstrates value to clients. Write clearly and check for errors. 

Conclusion 

After introducing a component, equipment, or software, we will also cover common issues that might arise and how to resolve them. Keep this troubleshooting methodology in mind as we go through these examples, so you can practice and strengthen your troubleshooting skills.