|
Step |
Title |
Description |
|
1 |
Identify the Problem |
The first step in the troubleshooting process is to identify the problem. While tools can be used in this step, a conversation with the user is often very helpful. |
|
2 |
Establish a Theory of Probable Causes |
After you have talked to the user and identified the problem, you can try and establish a theory of probable causes. This step often yields more than a few probable causes to the problem. |
|
3 |
Test the Theory to Determine Cause |
Test your theories to determine which one is the cause of the problem. Apply a quick procedure to test and see if it solves the problem. If a quick procedure does not correct the problem, you research the problem further to establish the exact cause. |
|
4 |
Establish a Plan of Action to Resolve the Problem and Implement the Solution |
After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution. |
|
5 |
Verify Full System Functionality and Implement Preventive Measures |
After you have corrected the problem, verify full functionality and, if applicable, implement preventive measures. |
|
6 |
Document Findings, Actions, and Outcomes |
In the final step of the troubleshooting process, document your findings, actions, and outcomes. This is very important for future reference. |