Term
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Definition
| the technition must interact with the user to find the symptoms of the promblem and work around the problem. |
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Term
| establish a threory of probable cause |
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Definition
| Once the information is gathered, the technician should try to reproduce the symptoms reported, if they haven’t already appeared. This tests that all the information gathered so far was accurate |
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Term
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Definition
| In some cases, following the previous steps will solve the problem, and the technician can move on. However, in most cases, it will be necessary to put the theory to the test |
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Term
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Definition
| Once the source of the issue is identified, the technician can make a plan to resolve the issue. While the causes can be varied, the steps to resolve an issue once it’s troubleshot to the root cause fall within a narrow range. |
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Term
| Verify full system functionality |
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Definition
| Replacing the hardware or repairing the application and/or OS is just the beginning. To make sure the issue’s resolved. |
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Term
| Document findings, actions and outcomes |
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Definition
| After fixing the problem, the technician must document the symptom as originally reported, a full description of the actual issue and the resolution that was found. |
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