Questions and Answers
What is the purpose of a formal change control process in a large computing environment?
To ensure changes are made in a controlled environment and can be rolled back if needed
What is the purpose of having alternate plans during implementation?
To ensure a backup in case the primary fix fails
What is the role of rollback in the troubleshooting process?
To revert to the original configuration if something unexpected happens
What is the purpose of performing tests after implementing a fix?
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What is the significance of documenting everything done during the troubleshooting process?
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Why might additional resources be needed during implementation?
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What is the role of preventative measures in the troubleshooting process?
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What is the initial step in the troubleshooting process?
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What action should be taken after implementing a fix in the production environment?
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What is the first step in the troubleshooting process for resolving issues with broken systems or applications?
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What should you do if multiple symptoms indicate one or more underlying problems?
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What should be incorporated into a plan of action after identifying the root cause of the problem?
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Which step involves theorizing on possible root causes using Occam's razor principle?
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What action should you take if no progress is made in identifying the root cause?
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Which type of documentation should be reviewed for environmental changes during the troubleshooting process?
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What should be the initial focus when testing theories and identifying the root cause?
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Study Notes
- Troubleshooting process for resolving issues with broken systems or applications
- First step: collect as much information as possible about the problem
- Get details from users, such as screenshots and error messages
- Multiple symptoms may indicate one or more underlying problems
- Reach out to users for additional information
- Check system records for changes or patches that could impact performance
- Back up systems before making changes
- Review change control board documentation for environmental changes
- Check application or operating system log files for insights
- Second step: theorize on possible root causes
- Simplest explanation is often the most likely (Occam's razor)
- Make a list of possible causes, prioritize common ones
- Clues from documentation or knowledge bases may help identify root cause
- Third step: test theories and identify root cause
- Start with common causes, move on to less likely ones
- Bring in third party or expert if no progress is made
- Fourth step: implement a plan of action
- After identifying the root cause, create a plan for addressing it
- Incorporate a method for reverting changes if necessary
- Consult vendor documentation for recommended implementation steps.
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