Review

1. Which step has been omitted from the following list of activities related to identifying the problem? Gather information • Duplicate the problem, if possible • Question users • Identify symptoms • Determine if anything has changed

2. Which three means of establishing a theory of probable cause refer to the OSI model?

3. When should you escalate a problem?

4. Which step follows “Implement the solution or escalate as necessary” in the troubleshooting methodology?

5. True or False? Documentation should be created only at the end of the troubleshooting process.