5.1 Given a scenario, apply the best practice methodology to resolve problems

Identify the problem

• gather information from the user, identify user changes

• perform backups before making changes

• inquire regarding environmental or infrastructure changes

Establish a theory of probable cause

• if necessary, conduct external or internal research based on symptoms

• start with the obvious

• consider everything

Test the theory to determine the cause

• once the theory is confirmed, determine the next steps to resolve the problem

• if the theory is not confirmed, re-establish a new theory or escalate

Establish a plan of action to resolve the problem and implement the solution

• correct the issue with a minimum of impact

• refer to vendor instructions

• identify potential effects

• fix the issue

• escalate as necessary

Verify full system functionality

• it’s not fixed until it’s really fixed

• implement preventative measures

Document the findings, actions, and outcomes

• it’s not over until you build the knowledge base

• what action did you take?

• consider a formal database