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10 Cards in this Set
- Front
- Back
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Step 1
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Identify the problem
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Identify the problem:
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- Identify symptoms - Question users - Determine if anything has changed |
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Step 2
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Establish a theory of probable cause |
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- Question the obvious |
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Step 3
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Test the theory to determine cause |
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Test the theory to determine cause:
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- After theory is confirmed, determine next steps to resolve problem - If theory is not confirmed, re-established new theory or escalate |
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Step 4
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Establish a plan of action to resolve the problem and identify potential effects. |
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Step 5
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Implement the solution or escalation as necessary
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Step 6
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Verify full system functionality and if applicable implement preventative measures. |
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Step 7
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Document findings, actions, and outcomes |
