Troubleshooting Workflow and OSI Layer

Step

Title

Description

1

Identify the Problem

The first step in the troubleshooting process is to identify the problem. While tools can be used in this step, a conversation with the user is often very helpful.

2

Establish a Theory of Probable Causes

After you have talked to the user and identified the problem, you can try and establish a theory of probable causes. This step often yields more than a few probable causes to the problem.

3

Test the Theory to Determine Cause

Based on the probable causes, test your theories to determine which one is the cause of the problem. A technician will often apply a quick procedure to test and see if it solves the problem. If a quick procedure does not correct the problem, you might need to research the problem further to establish the exact cause.

4

Establish a Plan of Action to Resolve the Problem and Implement the Solution

After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution.

5

Verify Full System Functionality and Implement Preventive Measures

After you have corrected the problem, verify full functionality and, if applicable, implement preventive measures.

6

Document Findings, Actions, and Outcomes

In the final step of the troubleshooting process, document your findings, actions, and outcomes. This is very important for future reference.