Test Theory to Determine Cause and Establish POA

Video Activity

Test Theory to Determine Cause and Establishing a Plan of Action (POA) This lesson covers testing a theory in order to determine the cause of a problem. When testing a theory; take the following steps: Once theory is confirmed: Determine next steps Determine how to fix If theory is not confirmed: Create a new theory Escalate When establishing a ...

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31 hours 29 minutes
Video Description

Test Theory to Determine Cause and Establishing a Plan of Action (POA) This lesson covers testing a theory in order to determine the cause of a problem. When testing a theory; take the following steps:

  • Once theory is confirmed:

    • Determine next steps
    • Determine how to fix
  • If theory is not confirmed:

    • Create a new theory
    • Escalate

When establishing a plan of action (POA) and identifying effects; take the following steps: Remember every action has an equal and an opposite ALWAYS back up: in case you make the issue worse, it's important to back up settings and data Plan actions step-by-step - It's impossible the issue might not be fully resolved

  • Determine/layout next steps
Video Transcription
after we have established our theory of probable cause. What's our next step? Well, our next step is going to be testing our theory to determine the cause. So if we have our theory, then we can't just go right into implementing our steps in order to resolve that problem. We actually need to do something in order to test and see if that theory is
actually the case.
So we go back into our case of our our i p address setting. We go back to our case of our computers. Are
person not being able to connect to the network? And we say, Okay, well, our person isn't able to connect to the network. They said that they recently had their I p address settings statically changed. So let's go to those static settings and see if we just set them to an automatic automatically to get the I P address or if we change those static settings
if we'll be able to get connect to the Internet,
because my theory is that those static settings are wrong.
So we go to our we change to our d d h e p ri strange the automatically receive. I p address settings and it works were able to get an Internet connection. Were able to get a network connection. So that's great. We've
confirmed our theory, but just confirming our theory and testing our theory isn't enough. We need to go on to our next steps so we can't leave this person on automatically assigning themselves an I p address forever.
Maybe we
connected to the network that were connected to has sub nets that allow for D h C P. But if a computer automatically receives I p address settings there on a slightly different network than the rest of us, they're on a different. They're getting different i p. Addressing information than everyone else to keep
computers that automatically connect and get I p addresses
separate from our corporate computers that have static I p addresses. So we need to figure out we determined that our theory was correct. It is something to do with their static I p address. It is something to do with their static settings, so we need to figure out what our next steps are to resolve those static settings issue.
Maybe we need to go to our network team and we need to get the proper the static I p settings for this person
and put them in. Or maybe we need to go to our documentation and pull this person static I p settings, or maybe even go to our d n s o r r d a c p server on see what reservoir if there's a reservation for them, or see if what they're setting should be essentially.
So we need to go to our next steps and we need to determine how how to fix. We need to determine what those next steps are and how we can fix our underlying issue and not just cover up some of our symptoms. It be like if you had you went to the doctor and you had nausea, you had some really bad nausea.
And then the doctor just gives you medicine just to make the nausea go away.
Well, they fixed your symptoms, but the underlying problem might be a stomach ulcer, and you want them to fix the problem. You don't want them just to cover up the symptoms because the problem is still there saying the same. In this case, we don't want to just fix the symptoms we want. We want to. We don't want to just
fix the symptoms. We want to treat the illness.
if our theory is not confirmed, however, we either need to go back a step and create a new theory. Or we might need to even escalate this problem. If we're working on help desk, we may be given a time limit. As for how long we can troubleshoot an issue, we may have other calls waiting for on a tier one or even it's here to where we're doing desktop support
and we're told that Okay, why don't you go and try to solve this issue and we work with it for a couple days
and we figure out okay, I've ever I've done everything in my capacity to try to solve this problem, or I'm running out of time and this person needs to get work done. So I'm gonna escalate this up another level. So if we if our theory is not confirmed, we can either create a new theory or we could try and escalate this issue.
So then we have establishing a plan of action and identifying effects. So after we have tested our theory and we've determined the cause. Then we want to establish a plan in order to fix the issue in order to treat the illness. So
we need to remember however, we need to identify effects. And we need to remember we need to remember our law, remember that every action has an equal and opposite reaction.
Well, not really.
That has to do with physics, But we're gonna apply it here. And we're going to say that whenever we were working on computers and we perform an action,
most likely something's gonna happen. As a result, we change our background settings and we have a new background. We take out a network interface card and replace it with a new network interface card. Now we have a new Mac address. We change Cem I p settings on our computer. We may want to
We may need to change some settings in our d. N s. Or we may need to change some D H cp settings
so we can't just go, you know, headfirst and start changing settings and replacing hardware and replacing cables. We need to actually understand that there might be additional effects that go along with that.
We always want to back up data and we want to back up settings. We back up data because we don't we don't want to encounter data loss. We want to be able to have that data somewhere else, just in case something goes wrong. And we also backup settings in case well, just in case we make the issue worse, if we make the issue worse,
we don't want to leave someone in a situation where they're where they are worse off than where they were before.
This isn't a cleaning your room type scenario where things have to get worse before they get better. We don't want to take a computer that's not able to connect to the Internet, and
now they don't even have an Internet browser. Or now they aren't even able to. If they before, they weren't able to connect to the Internet, but they still could connect to file servers. And now, after talking with us and US troubleshooting, they can't connect to anything. Then we've made the issue a bit worse.
So if we're constantly troubleshooting issues and trying to help people and then making their problem worse, we're going to notice a lot of people griping and complaining and asking to speak to other desktop support representatives because the last time we tried to help them, it didn't work out so great.
So we need to make sure that we're backing up data and we're also backing up settings.
we've established our plan of action. We've identified some potential effects. Maybe we needed to change a network interface card. And so this person had a D H CP reservation based on their Mac address. So when we replaced their network interface card, we're going to need to go and change their D H CP reservation.
We're going to need to change their Mac address. So when they receive the I p.
Their new I p their I p address settings from to the D. H C P server, they get the correct settings. So we need to make sure that we're identifying potential effects. So we're gonna play in our actions step by step. We're going to say, OK, I'm going to order the new network interface card. I'm going to determine the Mac address of the new network interface card.
Then I'm going to take their computer off line, and then I'm going to go on the D. H C P server and change the settings.
And then I'm gonna install their new network interface card and then bring their computer backup online. We want playing out our steps step by step before we just start doing things.
In the case of replacing hardware like routers or bridges or switches, we want to know the network environment and know the requirements of the device before we just go out and buy a device. We don't want to go out and spend $2000 for ah, for network buying
50 switches all across the network
on Lee to get there and to turn and find out that
they needed 50 24 port switches and none of my switches have 24 ports. I bought a model that had more that were more robust switches, but they didn't have as many ports on them. We're gonna run into an issue
we're not gonna have. We're not gonna have happy clients. So we need to make sure that we're actually planning out everything step by step, that were actually determining what we need before we get there and we're not just saying OK, well, I know I'm gonna need a router sometime, So let me just go and buy a decent router.
And that way, I just had it when I get there.
Well, you may get there and they say, Oh, no, we don't need a router. We need to switch. You say
you need to be able to get that planned out.
And we need to understand that we may not be able to fully resolve the issue
if we are working on a desktop support capacity and we need to
replace a network interface card and then we say, OK, this person has a d h d P reservation. I'm also gonna need to change. There's the settings on the D. A. C. P server. We may not have the authority to change D A. C. P server reservations. We may need to escalate this issue
to the next tier by first saying, Okay, I'm going to purchase this network
face card and have it in my stock. And once I have it in my stock ready to go, I'm going to escalate to the network, the networking team and they're going to change the settings on the date C p server to this correct Mac address that I'm gonna do the installation and they're gonna be good to go. So we need to plan out these steps before we
say Okay, let me just swap out the network interface card in your machine
and then say, Oh, wait a second.
You have a D. H. P reservation. Let me let me call the network team and see if they can change that for me. And then it turns out they're busy, so we need to make sure that we planned those all ahead and that we get everything laid out and we escalate if necessary.
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