The following flow chart is a model used for troubleshooting IT issues. Although it is designed for solving problems with computer systems, it can also be applied to any number of other unrelated issues in daily life.
- Identify the problem.
- Gather information.
- Duplicate the problem.
- Question users.
- Identify symptoms.
- Determine if anything has changed.
- Approach multiple problems individually.
- Research a Knowledge Base or Internet, if available.
- Establish a theory of probable cause.
- Question the obvious.
- Consider multiple approaches.
- Divide and conquer.
- Test the theory to determine cause.
- Once the theory is confirmed, determine the next steps to resolve the problem.
- If the theory is not confirmed, establish a new theory or escalate the problem.
- Establish a plan of action to resolve the problem and identify potential effects.
- Implement the solution or escalate as necessary.
- Verify full system functionality and, if applicable, implement preventive measures.
- Document findings, lessons learned, actions, and outcomes.