Q1. Choose the correct sequence (order) of steps recommended in systematic troubleshooting.
A Step A:
Gather Facts |
B Step A: Define the Problem |
C Step A: Define the Problem |
D Step A: Consider the Possibilities |
Correct Answer: B
Explanation:
The recommended sequence of steps for systematic troubleshooting are:
Step A: Define the Problem - Here you define the problem by stating the problem symptoms and associated causes.
Step B: Gather Facts - Fact gathering helps in isolating problem areas. Fact gathering is done by questioning the affected users, administrators, and using tools such as protocol analyzers.
Step C: Consider the Possibilities - The objective here is to narrow down the possible causes. Use the facts gathered in Step B and narrow down the possible causes by systematic reasoning and diagnostic methods.
Step D: Create Action Plan - Based on the narrowed down possibilities, create an action plan to troubleshoot the problem.
Step E: Implement Action Plan - Here you implement the Action Plan. Make sure the steps are documented, so that you can retract if the action plan does not give intended results.
Step F: Observe the Results - Check if the actions that have been implemented yielded desired results. If not, don’t forget to undo earlier changes that did not work.
Step G: Repeat the Problem Solving Process - This step is required if the Action Plan did not work. You need to get closer to the actual problem with each iteration.
Step H: Document Facts - The final stage of problem solving model is to document the process. Though it is the final step, note that documentation at
intermediate steps may be made as required.
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