CompTIA A+ Certification All-in-One Exam Guide, Exams 220-1001 & 220-1002

by Mike Meyers

Given a scenario, use the best practice methodology to resolve problems 1. Identify the problem • Question the user and identify user changes to computer and perform backups before making changes • Inquire regarding environmental or infrastructure changes • Review system and application logs 2. Establish a theory of probable cause (question the obvious) • If necessary, conduct external or internal research based on symptoms 3. Test the theory to determine cause • Once the theory is confirmed, determine the next steps to resolve problem • If theory is not confirmed re-establish new theory or escalate 4. Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality and, if applicable, implement preventive measures 6. Document findings, actions, and outcomes