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What is Change Management?A formal process to manage changes made during the troubleshooting process
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What are the 6 common steps of change management?Plan the change, estimate the risk, establish a recovery plan, test in isolation, document everything, request approval
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What are the 7 steps of troubleshooting?Identify the problem, establish a theory, test the theory, create a plan of action, implement the solution, verify full system functionality, document findings
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How can you Identify the Problem?Gather information, duplicate the issue, identify the symptoms, question the user, determine any changes, break down the problem, backup everything, check logs
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What are 4 elements of Establishing a Theory?Apply Occam’s Razor, Consider Everything, List all Possible Causes, Research the Symptoms
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What is the order of Theory Testing?Start with the easiest theory to test, test theories until one is confirmed
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How do you create a Plan of Action?Determine the least intrusive/disruptive means of resolving the issue, research vendor instructions and knowledge bases for advice, identify possible knock-on effects and create backup plans
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How do you Implement the Solution?Follow the determined Plan of Action, if this does not work escalate the issue, it is better to admit defeat than make things worse in your hubris
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What does it mean to Verify Full System Functionality?Have the customer confirm the issue is resolved, confirm there has been no extraneous consequences, look into implementing preventative measures
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Why is it important to Document your Findings?It will prove helpful in case the problem occurs again, or if you publish the findings online it may help someone else
