Understanding the CompTIA Troubleshooting Methodology
I am going to explain this in my own words, but I will cite all the sources I use below.
Step 1: Identify the Problem: It’s one of the simplest steps and seems to be one of the most crucial to me. First the user reaches out to you via helpdesk tickets, emails, phone calls, logs, etc. and the technicians gather the information about their problem. The more information you gather the better, like for example, has your computer been updated recently? When did you first start noticing the change? How many users are affected by the problem? Also, you can start attempting to duplicate the problem using virtual machines.
Step 2: Research the Knowledge Base and Internet if applicable: This is self-explanatory but maybe the issue has happened before with other users. Use the Internet to your advantage.
Step 3: Establish a Theory and Probable Cause: Question the obvious. Consider multiple approaches. Divide and conquer. There’s not just one way to fix a problem and it’s okay not to know the answer to the question. When in doubt just escalate the problem to the next technician. What you don’t know another someone else will.
Step 4: Test the Theory: By now you should have a basic idea about what’s going on. Now is the time to test the theories you have. If you don't know how to do it look it up on google or ask someone. If you can’t fix the issue within a reasonable amount of time escalate the ticket up the ladder.
Step 5: Establish a Plan of Action- to resolve the problem and identify the potential effects: three typical solutions are: repair, replace, or ignore. Repair meaning, the need to determine whether is worth the time taken or cost of the repair is worth it. Replace meaning, more expensive option and very time-consuming waiting for parts to come in but upgrading is more than likely always the move. Ignoring meaning, not all problems are critical so you can just document and workaround it. When you can't repair or replace it just ignore it lol. (Source: WGU Academy)
Step 6: Implement the solution or escalate the as necessary: Your detailed plan of action should contain detailed steps and different resources to fix the issue. Also, make sure you know the levels of (Source: WGU Academy)
Step 7: Verify the functionality and, if applicable, implement preventive measures: Double check to ensure that the user's equipment is completely operational and make sure the user is happy. Make sure you fully resolve the problem, like eliminate the things that caused it for example, if they plugged the registered jack 11 up and they needed the registered jacks 45 make sure to label the registered jacks.
Step 8: Document the findings/lessons learned, action, and outcomes: Make sure you write down everything you did like the plan of action you took, and the test performed. Before closing a ticket, make sure it includes everything you did to get to this point. The information you include in the ticket could help technicians in the future.
Sources:
WGU Academy- IT Fundamentals Course
Troubleshooting Methodology | IT Support and Help Desk | CompTIA
A guide to troubleshooting theory from a CompTIA A+ perspective (certmag.com)