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CompTIA

CV0-003 · Question #479

Below is the output from a troubleshooting activity: 1. SaaS application is unavailable to a set of users at a single site. 2. WAN connectivity was considered to be the cause of the problem. 3. Upon…

The correct answer is C. Verify full system functionality. The troubleshooting steps shown skip the verification phase between implementing the fix and documenting the incident, which is a required step in the CompTIA troubleshooting methodology.

Troubleshooting

Question

Below is the output from a troubleshooting activity: 1. SaaS application is unavailable to a set of users at a single site. 2. WAN connectivity was considered to be the cause of the problem. 3. Upon testing, it seemed the WAN connectivity was up, but the default gateway was unreachable from the internal users. 4. The faulty switch was replaced to bring up the connectivity. 5. The incident was documented. Based on the methodology, which of the following steps was overlooked during the activity?

Options

  • AProblem identification
  • BEstablish theory of probable cause
  • CVerify full system functionality
  • DEstablish a plan of action and implement the solution

How the community answered

(23 responses)
  • A
    4% (1)
  • B
    9% (2)
  • C
    87% (20)

Why each option

The troubleshooting steps shown skip the verification phase between implementing the fix and documenting the incident, which is a required step in the CompTIA troubleshooting methodology.

AProblem identification

Problem identification occurred in step 1 when the SaaS application unavailability was recognized and scoped to a specific site.

BEstablish theory of probable cause

Establishing a theory of probable cause occurred in step 2 when WAN connectivity was identified as the suspected cause.

CVerify full system functionalityCorrect

After replacing the faulty switch (the plan of action and solution), the technician should have verified full system functionality - confirming the SaaS application was accessible to all affected users and that no other services were disrupted - before proceeding to documentation. Skipping this step means the resolution was never formally confirmed as complete.

DEstablish a plan of action and implement the solution

A plan of action was established and implemented in step 4 when the decision to replace the faulty switch was made and executed.

Concept tested: CompTIA troubleshooting methodology step order

Source: https://www.comptia.org/training/resources/exam-objectives

Topics

#troubleshooting methodology#system verification#incident management#problem resolution

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