"Troubleshooting" Please respond to the following:

Computer Science
Tutor: None Selected Time limit: 1 Day

  • As explained throughout the text, troubleshooting is a structured methodology that requires personal fine-tuning. With that in mind, suppose a user at your company calls the Information Technology (IT) help desk and reports that he / she is unable to log into his / her computer. Explain the primary manner in which you would apply the seven-step method to resolve this issue.
Jun 5th, 2015

Thank you for the opportunity to help you with your question!

  1. Identify the problem: – Question the user and identify user changes to computer and perform backups before making changes.
  2. Establish a theory of probable cause – Question the obvious.
  3. Test the theory to determine cause – Once the theory is confirmed, determine the next steps to resolve problem. If the theory is not confirmed, establish a new theory or escalate.
  4. Act – Establish a plan of action to resolve the problem and implement the solution.
  5. Test and prevent – Verify full system functionality and, if applicable, implement preventative measures.
  6. Report – Document findings, actions, and outcomes.

Please let me know if you need any clarification. I'm always happy to answer your questions.
Jun 5th, 2015

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