Flashcards
Module 26
Cards in this deck (8)
- 1EXPLAIN APPROACHES TO RESOLVING PROBLEMS?RESOLVING PROBLEMS:
- requires a plan(with well-documented steps for wide-scale changes/failures)
- should follow a logical path to the solution
- path must consider corporate policies, corporate procedures & the possible impact of the approach to resolving this problem
MANAGING CHANGE:
- formal process needed for change which will help to avoid disruption of regular operations
- need some implementation of change control, need to have a formal process for controlled change(Develop a plan for the change - determine possible risks from the change - develop a backup & a rollback plan - test changes in a sandbox environment - ensure all steps are well documented - implement changes
- most organizations have a well-structured path when it comes to handling problems & managing change - 2EXPLAIN IDENTIFYING THE PROBLEM?KEY ACTIVITIES TO IDENTIFY PROBLEMS:
- gather relevant information
- symptoms versus problems(not always a direct connection, number of problems could result in the same symptoms)
- question users(can assist in building a bigger picture)
- re-create issues(if you can manually recreate the same problem, then you would have a very good idea as to what the problem actually is
OTHER HELPFUL ACTIVITIES:
- identify changes that led to the problem(e.g. system updates)
- break up large problems(into smaller segments & address one aspect at a time)
- backup environment prior to making changes(enables rollback to undo what was done)
- study log files(as they record changes to narrow down problem)
UNDERSTAND SYSTEM CHANGES:
- consider the impact(environmental changes or infrastructure changes) of change/resolution
IDENTIFY LIKELY CAUSE:
- determine the most likely cause
- prioritize the likely cause
- rank from most probable to least probable
- escalate problems if no cause can be determined(get more people involved) - 3EXPLAIN ESTABLISHING A THEORY OF PROBABLE CAUSES(INTERNAL/EXTERNAL RESEARCH)?Knowledge is the most effective tool for solving problems. This can be acquired through research.
- want to begin with internal research based on the symptoms(people within your organization may have encountered this problem before)
INTERNAL RESEARCH BASED ON SYMPTOMS:
- investigate the most obvious causes(symptoms you are seeing)
- study other causes as well(as links may not always be apparent, relatively complex relationships may exist)
- capture all possible reasons leading to an issue
- develop a list of causes(start with obvious causes that are easy to test, then move to more complex issues to test once the easy ones have been eliminated)
EXTERNAL RESEARCH BASED ON SYMPTOMS:
- use external sources to capture more information
- might include interdepartmental knowledge bases
- third-party knowledge base(such as documentation from a vendor)
- internet searches
- industry or academic literature - 4EXPLAIN TEST THE THEORY TO DETERMINE CAUSE?still need to be sure that you have identified the correct cause
RESOLVING THE PROBLEM:
- test the likely cause of the problem
- the likely cause may be proved to be correct or disproved
- if the likely cause is proven to be correct then should still verify results and maybe submit for approval or escalate to a higher authority
- if disproved, re-examine the problems & causes again(develop a new theory, or escalate to higher authority
EVALUATION OF TEST RESULTS:
- developer theory, test the theory, evaluate results(if the issue is not resolved, go back to square one. if the issue is resolved, then develop a new plan of action)
- should try to reproduce the problem in a lab environment so you can test without disrupting anything & getting in anyone's way. after being able to resolve that, then develop a plan of action - 5EXPLAIN ESTABLISHING A PLAN OF ACTION?ESTABLISHING A PLAN OF ACTION:
- begins with developing the plan(fix issues with minimal operating impact, some issues may be addressed during regular operating hours(ethernet issues), other issues will need to be addressed outside of regular operating hours(upgrades)
- determine the possible effects of the change(things do not always go as planned, have backup plans)
COMPLEXITY OF PLANS:
- can be simple actions plans & complex action plans(comes down to how widespread the problem is, its overall severity & what kind of impact it might have)
- more complex, the more difficult the implementation
IMPLEMENT THE ACTION PLAN:
- execute the action plan(be mindful of maintenance windows that have been established within your organization - set aside specific times of maintenance)
- determine whether the problem should be escalated(involves internal support and/or external support)
- be mindful of the time frame to make the change(ensure sufficient resources available to meet the deadline) - 6EXPLAIN VERIFY FUNCTIONALITY?VERIFY FULL SYSTEM FUNCTIONALITY:
- once you've identified the problem, formulated some kind of plan & implemented that plan, then it ends with verifying that you have restored full system functionality post changes
- testing should be part of the action plan
- determine if the problem is really fixed
- have users verify that the problem is fixed
SYSTEM FUNCTIONALITY:
- if full functionality has not been restored(re-examine the likely problems & causes again)
- if functionality has been restored(implement possible preventative procedures) - 7EXPLAIN DOCUMENT FINDINGS?DOCUMENTING THE METHODOLOGY:
- methodology to correct problems should be documented
- when problems arise, need to document the findings(what was discovered), the actions that were taken, & the outcome(so know whether they succeeded or failed as valuable to know that trying certain things won't succeed)
- all of this gets assembled into a knowledge base(an ever-growing collection of all the problems that have been encountered & what was done to address them) - 8EXPLAIN KEY BENEFITS OF DOCUMENTATION & SHARING?KEY BENEFITS OF DOCUMENTATION:
- documentation for recurring issues(can go to documentation & discover the problem &/or root causes, find users affected(&/or which types), examine the history of the equipment(find how reliable it has been), see corrective measures that have been taken, see preventative procedures implemented, see which measures & procedures had positive & negative outcomes)
- helps to quickly resolve recurring issues
- prior issues can be avoided or addressed more easily
DOCUMENTATION SHARING:
- consider methods of sharing to make documentation available & easily accessible
- want a centralized knowledge base so everyone is using the same source of information(could be a searchable database or wiki). case notes also help for specific instances
- external sources can help too(vendors/internet searches)
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- Learning Technology Specialist CompTIA A+ (Core 1) Flashcards on Module 26, created by Chantelle Knight on 19/09/2021.
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- Chantelle Knight
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