Step 1. Identify the Problem, Break large problems into smaller ones. Consider scope; or who is affected. Gather details about the issue; ask users, view logs. Determine whether anything has changed. Duplicate the problem., Step 2. Research, Refer to past help desk tickets. Search through private or public knowledge bases. Ask friends or colleagues. Internet search, Step 3. Establish a theory of probable cause., Eliminate the simple and obvious possible causes. Consider factors that can indirectly cause problems., Step 4. Test the Theory, Change and test only one potential solution at a time. Determine the root cause of the issue. Escalate the issue to a professional if necessary., Step 5. Establish a Plan of Action, Prepare a specific method to implement the solution. Test the plan in an isolated sandboxed environment. Notify other users if the solution could possibly affect them. Escalate the issue to a professional if necessary, Step 6. Impliment or Escalate, Back up configurations and data first. Monitor implementation progress, Step 7. Verify functionality, Ensure the solution has solved the original problem. Ensure new problems have not been introduced. Consult a subject matter expert if needed. Configure preventative measure if appropriate, Step 8. Document the solution, Document the problem and steps taken in the solution. Update old documentation with new knowledge

Troubleshooting Methodology

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