An end user's computer has been failing to open its word processing software. An IT technician successfully solves the problem. Which of the following best describes the technician's NEXT step?
An end user's computer has been failing to open its word processing software. An IT technician successfully solves the problem. Which of the following best describes the technician's NEXT step?
After successfully resolving a problem, the next step for an IT technician is to document the findings, actions taken, and outcomes. This is crucial for keeping accurate records, helping with future troubleshooting issues, and ensuring that others can learn from the resolution process. Proper documentation also plays a critical role in tracking hardware and software changes, improving processes, and maintaining compliance with any organizational policies or regulations.
CompTIA Troubleshooting Model Make sure that you know the order of the steps in CompTIA's troubleshooting model: Identify the problem. Gather information. Duplicate the problem, if possible. Question users. Identify symptoms. Determine if anything has changed. Approach multiple problems individually. Research knowledge base/Internet, if applicable. Establish a theory of probable cause. Question the obvious. Consider multiple approaches. Divide and conquer. Test the theory to determine cause. Once the theory is confirmed (confirmed root cause), determine the next steps to resolve the problem. If the theory is not confirmed, establish a new theory or escalate. Establish a plan of action to resolve the problem and identify potential effects. Implement the solution or escalate as necessary. Verify full system functionality and, if applicable, implement preventive measures. Document findings/lessons learned, actions and outcomes. These steps and the approach and attitude you should apply when troubleshooting are explained in a bit more detail below.
Shouldn't the next step be to verify full system functionality?
Based on the phrasing, I think that "solved the problem" means that full system functionality is already verified since the end-user is no longer involved. CompTIA loves to phrase their questions as confusingly as they can.
You have fixed the issue then you document it. My answer is D