220-1002 Question #485: Real Exam Question with Answer & Explanation

The correct answer is A: Identify the issue and its impact to the business. CompTIA's troubleshooting methodology begins with identifying the problem before taking any action. The technician must first understand the scope and impact of the outage - what systems are affected and how severely business operations are disrupted - before escalating, document

Question

A technician is monitoring a network and notices an outage has occurred that could potentially cause a major disruption to the business workflow? Which of the following should the technician do NEXT?

Options

AIdentify the issue and its impact to the business
BReport the incident to the proper teams or management for awareness
CStart a root cause analysis and create documentation
DCreate an action plan and implement the solution

Explanation

CompTIA's troubleshooting methodology begins with identifying the problem before taking any action. The technician must first understand the scope and impact of the outage - what systems are affected and how severely business operations are disrupted - before escalating, documenting, or implementing a fix. Reporting, root cause analysis, and implementing solutions all come after the problem has been clearly identified and assessed.

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