Step 1
Identify the problem
- Question user and identify changes to computer
- Perform back-ups before making changes
- Inquire regarding Environmental and Infrastructure changes.
- Review System and Application logs
Step 2
Establish theory of Probable Cause (questions the obvious and if necessary conduct internal or external research based on symptoms)
Step 3
Test Theory to determine Cause
- Theory confirmed> Next steps to resolve problem
- Not Confirmed> Re-establish new theory or escalate.
Step 4
Establish plan of action to resolve the problem and implement the solution.
Step 5
Verify full system functionality, and if applicable, implement preventative measures.
Step 6
Document findings, actions and outcomes