Create an Action Plan to Solve Problems and Implement Solutions
Once you have determined the exact cause of the problem, create an action plan to solve the problem
and implement the solution. Sometimes a quick procedure can fix the problem. If a quick procedure
fixes the problem, verify full system functionality and, if applicable, implement countermeasures.
Note: always consider company policies, procedures and impact before implementing any changes.
Once you've created an action plan, you should research possible solutions. Include possible research
locations. Break the larger problem down into smaller problems that can be individually analyzed and
solved. Prioritize solutions from the easiest and quickest to implement. List possible solutions and
implement them one by one. If you apply the possible solutions and they don't fix the problem, reverse
the action you just took and try another solution. Continue this process until you find a suitable solution.
Verify Full Function and, Where Applicable, Take Precautions
Once the computer repair is complete, continue the troubleshooting process by verifying full system
functionality and implementing any necessary precautions. Verifying full system functionality confirms
that you have resolved the original problem and ensures that you have not created any other problems
while repairing the computer. If possible, ask the customer to verify the solution and system
functionality.
Document Findings, Actions, and Results
After the computer repair is complete, complete the troubleshooting process with the customer. Explain
problems and solutions to customers orally and in writing. The image shows the steps to take after you
have completed the repair.
Solution verification with the customer.
If the customer is present, demonstrate how the solution fixed the computer problem. Have the
customer test the solution and try to reproduce the problem. When the customer can verify that the
problem has been resolved, you can complete documentation for repairs in your work order and
journal. Include the following information in the documentation:
Description of the problem
Steps to solve the problem
Components used in the repair
Preventive Maintenance and Troubleshooting
In this chapter, you learn about the many benefits of preventive maintenance, such as fewer potential
hardware and software problems, less computer downtime, lower repair costs, and fewer equipment
Once you have determined the exact cause of the problem, create an action plan to solve the problem
and implement the solution. Sometimes a quick procedure can fix the problem. If a quick procedure
fixes the problem, verify full system functionality and, if applicable, implement countermeasures.
Note: always consider company policies, procedures and impact before implementing any changes.
Once you've created an action plan, you should research possible solutions. Include possible research
locations. Break the larger problem down into smaller problems that can be individually analyzed and
solved. Prioritize solutions from the easiest and quickest to implement. List possible solutions and
implement them one by one. If you apply the possible solutions and they don't fix the problem, reverse
the action you just took and try another solution. Continue this process until you find a suitable solution.
Verify Full Function and, Where Applicable, Take Precautions
Once the computer repair is complete, continue the troubleshooting process by verifying full system
functionality and implementing any necessary precautions. Verifying full system functionality confirms
that you have resolved the original problem and ensures that you have not created any other problems
while repairing the computer. If possible, ask the customer to verify the solution and system
functionality.
Document Findings, Actions, and Results
After the computer repair is complete, complete the troubleshooting process with the customer. Explain
problems and solutions to customers orally and in writing. The image shows the steps to take after you
have completed the repair.
Solution verification with the customer.
If the customer is present, demonstrate how the solution fixed the computer problem. Have the
customer test the solution and try to reproduce the problem. When the customer can verify that the
problem has been resolved, you can complete documentation for repairs in your work order and
journal. Include the following information in the documentation:
Description of the problem
Steps to solve the problem
Components used in the repair
Preventive Maintenance and Troubleshooting
In this chapter, you learn about the many benefits of preventive maintenance, such as fewer potential
hardware and software problems, less computer downtime, lower repair costs, and fewer equipment
