4: Establish and implement a plan of action toward resolution
5: Verify full system function and implement preventative
measures if necessary
Document findings, actions, and outcomes
Of course if the test fails and doesn't resolve return to step 2
Once confirmed take steps toward resolution
Don't be afraid to escalate.
If needed conduct internal and external research based on symptoms.
Ask the user what they were doing when the problem occurred
Identify any changes made by the user.
Make those backups now
Find out about environmental and infrastructure changes from someone who would know.
Managers, in house IT, even the person who has been there forever if you are at a dead end.
Network cables is from another part of the office, crossing under several desks, 'sposed to be that way?
This is a new building is everyone else's stuff working right?
To manager: I got a note in my email about a new system being implemented, that go well for your team?
Check system logs
Follows a set of steps to diagnose and fix computer