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SK0-003 · Question #454

A technician has fixed a reported issue with a heavily used software program and users have verified that the program is working correctly. Which of the following should the technician do NEXT?

The correct answer is A. Document the process and update the baseline.. After resolving a software issue and verifying the fix with users, the next crucial step is to document the solution and update any relevant baseline configurations or procedures.

Troubleshooting

Question

A technician has fixed a reported issue with a heavily used software program and users have verified that the program is working correctly. Which of the following should the technician do NEXT?

Options

  • ADocument the process and update the baseline.
  • BTest the theory of probable cause and verify with the software vendor.
  • CEstablish a plan of action to be included in the business impact analysis.
  • DImplement the software manufacturer workaround.

How the community answered

(46 responses)
  • A
    70% (32)
  • B
    20% (9)
  • C
    7% (3)
  • D
    4% (2)

Why each option

After resolving a software issue and verifying the fix with users, the next crucial step is to document the solution and update any relevant baseline configurations or procedures.

ADocument the process and update the baseline.Correct

Once a reported issue is fixed and verified by users, documenting the process ensures that the solution is recorded for future reference and that system baselines are updated to reflect the new stable configuration, which is a standard step in IT troubleshooting methodologies.

BTest the theory of probable cause and verify with the software vendor.

Testing the theory of probable cause occurs much earlier in the troubleshooting process, before a fix is implemented and verified.

CEstablish a plan of action to be included in the business impact analysis.

Establishing a plan of action precedes the implementation of a fix, and a business impact analysis is a broader, earlier-stage planning document, not a direct follow-up to a verified fix.

DImplement the software manufacturer workaround.

Implementing a workaround is an action taken to resolve the issue, which has already occurred and been verified as successful in this scenario.

Concept tested: Troubleshooting methodology-completion

Source: https://learn.microsoft.com/en-us/training/modules/troubleshoot-client-service-issues/2-troubleshoot-network-service-issues

Topics

#Troubleshooting methodology#Documentation#Baseline update

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