ITF - Quiz 4.4 - Resolving and Documenting the Problem

What are the three solutions to any problem?

• Repair, Replace, Ignore

• Repair, Upgrade, Ignore

• Fix, Replace, Overlook

• Fix, Upgrade, Overlook

What should you do if neither repair nor replace is cost-effective?

• Find a workaround

• Document the issue and move on

• Both A and B

• None of the above

What should you do before considering a problem closed?

• Ensure both you and the customer are satisfied

• Restate the problem and how it was resolved

• Confirm with the customer that the incident log can be closed

• All of the above

What should you do to fully solve the root cause of a problem?

• Eliminate any factors that may cause the problem to recur

• Implement failover services to minimize the impact of the next incident

• Both A and B

• None of the above

Why is it important to document findings, actions, and outcomes?

• To troubleshoot similar symptoms on subsequently reported problems

• To serve as the foundation of a knowledge base

• Both A and B

• None of the above

What is the purpose of a ticket system in troubleshooting?

• To identify who is responsible for a particular problem

• To track the status of a problem

• To provide a complete description of the problem and its solution

• All of the above

What can analyzing the IT infrastructure help with?

• Determining if the same solution applies to similar problems

• Collecting statistics on the type and frequency of problems

• Both A and B

• None of the above

What should you keep in mind when completing a problem log?

• Others may rely on it besides yourself

• Logs may be presented to customers as evidence of troubleshooting activity

• Write clearly and concisely

• All of the above