Which of the following steps should the technician do NEXT after collecting initial information from the customer?

2 thoughts on “Which of the following steps should the technician do NEXT after collecting initial information from the customer?”

1. From the Mike Meyers 10-007 process guide:
   1. Identify the problem.
   a. Gather information.
   b. Duplicate the problem, if possible.
   c. Question users.
   d. Identify symptoms.
   e. Determine if anything has changed.
   f. Approach multiple problems individually.
   2. Establish a theory of probable cause.
   a. Question the obvious.
   b. Consider multiple approaches:
   i. Top-to-bottom/bottom-to-top OSI model
   ii. Divide and conquer
   3. Test the theory to determine the cause.
   a. Once the theory is confirmed, determine the next steps to resolve
   the problem.
   b. If the theory is not confirmed, reestablish a new theory or escalate.
   4. Establish a plan of action to resolve the problem and identify potential
   effects.
   5. Implement the solution or escalate as necessary.
   6. Verify full system functionality and, if applicable, implement
   preventative measures.
   7. Document findings, actions, and outcomes.

   So, duplicate the problem (if possible) is a part of the Identify The Problem step, and is the correct answer.

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2. The troubleshooting process steps are as follows:
   1:Identify the problem.
   2:Establish a theory of probable cause.<———————————
   3:Test the theory to determine the cause.
   4:Establish a plan of action to resolve the problem and implement the solution.
   5:Verify full system functionality and, if applicable, implement preventive measures.
   etc….

   Use Cisco's eight-step troubleshooting method to fix your network
   1.Define the problem.
   2.Gather detailed information.
   3.Consider probable cause for the failure. <———–Theory
   4.Devise a plan to solve the problem.
   5.Implement the plan.
   Observe the results of the implementation.

   Reply