Explaining Troubleshooting Theory Tim Warner @TechTrainerTim timothy-warner@pluralsight.com The Pluralsight Learning Path for CompTIA A+ (220-902) Introduction Windows OS Other Operating Systems Security Software Troubleshooting Operational Procedures Operational Procedures for CompTIA A+ (220-902) Table of Contents Using Appropriate Safety Procedures Applying Appropriate Environmental Controls Addressing Prohibited Content and Activity Demonstrating Professionalism Explaining Troubleshooting Theory Overview General principles The CompTIA troubleshooting methodology in depth CompTIA A+ 220-902 Given a scenario, explain the 5.5 troubleshooting theory General Principles Troubleshooting in the Enterprise  In the enterprise, you may have a change management process  Articulating availability impacts  Communicating downtime in advance  Maintaining SLAs - Scheduled downtime A Good Book Reference CompTIA Troubleshooting Model in Depth The Six-Step Troubleshooting Model Identify the problem Enact a plan of action Establish a theory Test the theory to of probable cause determine cause Verify full system functionality Document outcomes Step - Identify the Problem  Gather information -  Inventory environment Question the user - Identify changes What errors (with details)  One or more users affected?  Perform data backup Step - Establish a Theory of Probable Cause  Question the obvious - Occam's Razor Quick fixes  Perform research  Compile list of candidate probable root causes Step - Test the Theory to Determine Cause  Test the theory in nonproduction environment  If the theory is confirmed, proceed  If not, then re-try or escalate  Build your action plan in accordance with SLA(s) Step - Enact a Plan of Action  Identify effects of a fix  Make sure you include a rollback plan  Test one change at a time Step - Verify Full System Functionality  Run unit tests to attempt duplicating the problem  Observe the customer  Be proactive and perform preventative maintenance Step - Document Outcomes  Save everyone's time the next time the problem occurs  Information hoarding helps no one  You may be required to document (ITIL) For Further Learning  Pluralsight: ITIL Foundations (Lowell Amos) -  Learn IT service management best practices Pluralsight: Troubleshooting for CompTIA Network+ (Ross Bagurdes) - Excellent practical application of the CompTIA troubleshooting model Summary Remember that models are fluid and not (necessarily) "carved in stone" Let us know of your A+ certification progress! timothy-warner@pluralsight.com ... Pluralsight Learning Path for CompTIA A+ (220- 902) Introduction Windows OS Other Operating Systems Security Software Troubleshooting Operational Procedures Operational Procedures for CompTIA A+ ... enterprise, you may have a change management process  Articulating availability impacts  Communicating downtime in advance  Maintaining SLAs - Scheduled downtime A Good Book Reference CompTIA Troubleshooting... re-try or escalate  Build your action plan in accordance with SLA(s) Step - Enact a Plan of Action  Identify effects of a fix  Make sure you include a rollback plan  Test one change at a time Step