IT training 5 operational procedures comptia a plus 220 902 m5 slides

Explaining Troubleshooting Theory

Tim Warner
@TechTrainerTim



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
1. Identify the
problem

4. Enact a plan of
action

2. Establish a theory 3. Test the theory to
of probable cause
determine cause

5. Verify full system
functionality

6. Document
outcomes

Step 1 - 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 2 - Establish a Theory of Probable Cause


Question the obvious

-

Occam's Razor
Quick fixes



Perform research



Compile list of candidate
probable root causes


Step 3 - 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 4 - Enact a Plan of Action


Identify effects of a fix



Make sure you include
a rollback plan



Test one change at a
time


Step 5 - Verify Full System Functionality


Run unit tests to attempt
duplicating the problem



Observe the customer



Be proactive and perform
preventative maintenance


Step 6 - 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!