CompTIA Troubleshooting Model

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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