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220-1101 · Question #113

Users all over campus are calling the help desk to report issues connecting to the Internet. The help desk follows a script to ask questions about their issues. All the users answer the questions simi

The correct answer is B. Identifying the problem. The technician is gathering information from users and logs to understand the nature and scope of the internet connectivity problem, which aligns with the "Identifying the problem" stage of the troubleshooting methodology.

Hardware and network troubleshooting

Question

Users all over campus are calling the help desk to report issues connecting to the Internet. The help desk follows a script to ask questions about their issues. All the users answer the questions similarly. A help desk technician confirms no environmental changes have taken place and is currently looking through multiple system and application logs. Which of the following steps in the troubleshooting methodology is the technician currently performing?

Options

  • ATesting the theory to determine cause
  • BIdentifying the problem
  • CDocumenting findings, actions, and outcomes
  • DEstablishing a plan of action to resolve the issue

How the community answered

(32 responses)
  • A
    9% (3)
  • B
    81% (26)
  • C
    6% (2)
  • D
    3% (1)

Why each option

The technician is gathering information from users and logs to understand the nature and scope of the internet connectivity problem, which aligns with the "Identifying the problem" stage of the troubleshooting methodology.

ATesting the theory to determine cause

Testing the theory to determine the cause comes after a theory has been established, which requires more information than the technician currently has.

BIdentifying the problemCorrect

The technician is gathering initial information from users via script, noting similar issues, confirming no environmental changes, and reviewing system logs. These actions are all part of the "Identifying the problem" step, where data is collected to understand symptoms, scope, and potential causes.

CDocumenting findings, actions, and outcomes

Documenting findings, actions, and outcomes is the final step in the troubleshooting methodology, occurring after the problem is resolved.

DEstablishing a plan of action to resolve the issue

Establishing a plan of action to resolve the issue occurs after the problem has been identified and a theory of the cause has been determined.

Concept tested: Troubleshooting methodology - identifying the problem

Topics

#Troubleshooting methodology#Identifying the problem#System logs#Help desk operations

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