Pace IT Troubleshooting Theory

Troubleshooting theory.

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Instructor, PACE-IT Program – Edmonds Community College

Areas of Expertise Industry Certification

PC Hardware

Network Administration

IT Project Management

Network Design

User Training

IT Troubleshooting

Qualifications Summary

Education

M.B.A., IT Management, Western Governor’s University

B.S., IT Security, Western Governor’s University

Entrepreneur, executive leader, and proven manger

with 10+ years of experience turning complex issues

into efficient and effective solutions.

Strengths include developing and mentoring diverse

workforces, improving processes, analyzing

business needs and creating the solutions

required— with a focus on technology.

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– The importance of having a methodology.

– Six-step troubleshooting methodology.

PACE-IT.

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“My methodology is not knowing

what I am doing and making that

work for me.”

– Stone Gossard

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Due to the complexity of modern computing systems, the wise technician will follow a troubleshooting methodology.

Not having a troubleshooting methodology in place

can result in a bunch of wasted time and frustration,

not only for the technician but also for the end user.

A formal methodology gives the technician a starting

place and a logical sequence of steps to follow.


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The six steps of troubleshooting.

1) Identify the problem.

2) Establish a theory of probable cause.

3) Test the theory.

4) Develop the action plan and implement the plan.

5) Verify complete system functionality.

6) Document the process.

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– Identify the problem.» Question the user.

» Remember that the symptoms are not the underlying

problem.

» Determine what has changed.

» Make a backup of the system before moving on.

– Establish a theory of probable cause.» Make a list of probable causes.

» Using your knowledge, prioritize the list.

» Question the obvious.

• Symptom: power issue at the workstation.

• Obvious question: is the power cord plugged in?

» Escalate to a higher level if a probable cause cannot be

determined.


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– Test probable cause theory to

determine actual cause.» Create your theory from the most likely probable cause.

» If the theory is confirmed, move to the next step.

» If the theory isn’t confirmed, go back to step two or step

one (if needed).

– Establish an action plan and execute

the plan.» Simple problems probably just need simple plans.

» Complex problems may need written out action plans.

» Escalate to a higher level if required.


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– Verify full system functionality.» If everything works – great!

• If applicable, implement preventative measures.

» If not everything works – go back to step one.

– Document the process.» Findings, actions, and outcomes.

» Issues that need to be troubleshot may occur again.

» Gives a history of equipment and users so that problem

children become known.


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Gives a systematic approach to solving IT problems. Reduces wasted time

and frustration for both the technician and the end user.

Topic

The importance of having a

methodology.

Summary

Identify the problem; establish theory of probable cause; test the theory;

establish a plan of action and implement it; verify system functionality; and

document everything.

Six-step troubleshooting

methodology.

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THANK YOU!

This workforce solution was 100 percent funded by a $3 million grant awarded by the

U.S. Department of Labor's Employment and Training Administration. The solution was

created by the grantee and does not necessarily reflect the official position of the U.S.

Department of Labor. The Department of Labor makes no guarantees, warranties, or

assurances of any kind, express or implied, with respect to such information, including

any information on linked sites and including, but not limited to, accuracy of the

information or its completeness, timeliness, usefulness, adequacy, continued availability

or ownership. Funded by the Department of Labor, Employment and Training

Administration, Grant #TC-23745-12-60-A-53.

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available upon request to individuals with disabilities. For those that are hearing

impaired, a video phone is available at the Services for Students with Disabilities (SSD)

office in Mountlake Terrace Hall 159. Check www.edcc.edu/ssd for office hours. Call

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