Implementation should include the following:
- Identify the problem
- Gather information
- Duplicate the problem, if possible
- Question users
- Identify symptoms
- Determine whether anything has changed
- Approach multiple problems individually
- Establish a theory of probable cause
- Question the obvious
- Consider multiple approaches
- Evaluate top-to-bottom/bottom-to-top OSI model
- Divide and conquer
- Test the theory to determine cause
- Once the theory is confirmed, determine the next steps to resolve the problem
- If the theory is not confirmed, reestablish or escalate a new theory
- Establish a plan of action to resolve the problem and identify potential effects
- Implement the solution or escalate, as necessary
- Verify full system functionality and, if applicable, implement preventative measures
- Document findings, actions, and outcomes
Process/Skill Questions:
- What are the steps in identifying the problem?
- Why does a theory of probable cause need to be established?
- What is needed to document the findings, actions, and outcomes?