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

Explaining Troubleshooting TheoryTim Warner @TechTrainerTim timothy-warner@pluralsight.com... The Pluralsight Learning Path for CompTIA A+ 220-902 Introduction Windows OS Other Operating

Explaining Troubleshooting Theory

Tim Warner

@TechTrainerTim timothy-warner@pluralsight.com

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

General principles

The CompTIA troubleshooting methodology in depth

CompTIA A+ 220-902

Given a scenario, explain the troubleshooting theory

5.5

General Principles

 In the enterprise, you may

have a change

management process

 Articulating availability

impacts

 Communicating downtime

in advance

 Maintaining SLAs

- Scheduled downtime

Troubleshooting in the Enterprise

A Good Book Reference

CompTIA Troubleshooting

Model in Depth

6 Document outcomes

5 Verify full system

functionality

4 Enact a plan of

action

3 Test the theory to determine cause

2 Establish a theory

of probable cause

1 Identify the

problem

The Six-Step Troubleshooting Model

 Gather information

- Inventory environment

 Question the user

- Identify changes

- What errors (with details)

 One or more users affected?

 Perform data backup

Step 1 - Identify the Problem

 Question the obvious

- Occam's Razor

- Quick fixes

 Perform research

 Compile list of candidate probable root causes

Step 2 - Establish a Theory of Probable Cause

 Test the theory in

non-production environment

 If the theory is confirmed,

proceed

 If not, then re-try or escalate

 Build your action plan in

accordance with SLA(s)

Step 3 - Test the Theory to Determine Cause

 Identify effects of a fix

 Make sure you include

a rollback plan

 Test one change at a time

Step 4 - Enact a Plan of Action

 Run unit tests to attempt

duplicating the problem

 Observe the customer

 Be proactive and perform

preventative maintenance

Step 5 - Verify Full System Functionality

 Save everyone's time the next time the problem occurs

 Information hoarding helps no one

 You may be required to document (ITIL)

Step 6 - Document Outcomes

 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

For Further Learning

Remember that models are fluid and not (necessarily) "carved in stone"

Let us know of your A+ certification progress!

timothy-warner@pluralsight.com

Summary