Lab: Troubleshooting Methodology
Apply the 6-step process to a real support scenario
Support Ticket #4521
Issue: "My computer won't turn on this morning. I pressed the power button but nothing happens. No lights, no fan noise, nothing. I need to access my files for an important meeting at 10 AM."
Additional info: Desktop PC, office environment, was working fine yesterday.
Identify the Problem
Gather information and identify changes
What's the FIRST thing you should do?
Establish a Theory of Probable Cause
Question the obvious first
Sarah says: "I didn't change anything. But there was a thunderstorm last night."
What's the most likely cause to investigate FIRST?
Test the Theory to Determine Cause
Verify your theory before proceeding
How would you test if the power source is the issue?
Establish a Plan of Action
Plan the resolution and consider impacts
Testing confirms: The surge protector was tripped by the storm. The outlet works fine.
What's your plan?
Implement the Solution
Execute the fix
You reset the surge protector and the PC powers on successfully! Sarah is relieved.
What should you do BEFORE leaving?
Verify and Document
Confirm functionality and document everything
Write your ticket resolution note:
Your documentation should include:
Lab Complete!
The 6-Step Process
- Identify the Problem
- Establish a Theory of Probable Cause
- Test the Theory
- Establish a Plan of Action
- Implement the Solution
- Verify and Document