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Bill Kachersky edited this page Oct 4, 2021 · 1 revision

CompTIA A+ 220-902 Troubleshooting Methodology

The key takeaways from this article are as follows;

  • The importance of establishing and abiding by a methodology for troubleshooting.
  • The methodology can be applied to nearly any problem, inside or outside of IT.
  • Thorough, accurate documentation aids your department in expediting troubleshooting time more efficiently, which allows personnel to be more productive.
  • It is extremely important to ask the end user as many questions as we can, as they know the reality of the situation best, and can give us the most useful information toward establishing theories and plans of action.
  • Good documentation also aids in being able to recognize bigger underlying issues, i.e. when lots of people report the same problem simultaneously.
  • In some scenarios, there are only certain times of day that you can get access to the computer for troubleshooting purposes, it's helpful to ask the end user if this is a factor to keep in mind.
  • Documentation is also important during the process of troubleshooting so that any issues that you encounter that the end user didn't notice can be documented, these additional factors in concert with the symptoms that the end user is experiencing can help to highlight deeper issues.

This article is important because effective troubleshooting is an indispensable skillset to employ and master, it builds confidence, boosts morale, and fosters trust in the workplace toward your company's opinion of and confidence in you. This skillset also can be applied directly to our labs and ops challenges, even to our time management skills, and various other facets of our personal and professional life.

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