Introduction

• Always consider corporate policies, procedures and impacts before implementing changes

• Identify the problem

• Gather information from the user, identify user changes, and, if applicable, perform backups before making changes

• Inquire regarding environmental or infrastructure changes

Establish a theory of probable cause

• If necessary, conduct external or internal research based on symptoms

Test the theory to determine the cause

• Once the theory is confirmed, determine the next steps to resolve the problem

• If the theory is not confirmed, re-establish a new theory or escalate

Establish a plan of action to resolve the problem and implement the solution

• Refer to the vendor's instructions for guidance

• Verify full system functionality and, if applicable, implement preventive measures

• Document the findings, actions, and outcomes