Troubleshooting & Maintenance
Troubleshooting Process
A systematic approach to identifying and fixing problems.
Steps
- Identify the problem - Gather information, reproduce the issue
- Establish a theory - Consider possible causes
- Test the theory - Try solutions based on your theory
- Implement the solution - Apply the fix
- Verify the fix - Confirm the problem is resolved
- Document - Record what happened and the solution
Maintenance Types
Preventative Maintenance
Regular tasks to prevent problems:
- Software updates and patches
- Antivirus scans
- Disk cleanup and defragmentation
- Hardware cleaning
- Backup procedures
Corrective Maintenance
Fixing problems after they occur:
- Bug fixes
- Hardware replacement
- Data recovery
- System restoration
Standard Operating Environment (SOE)
A standardised configuration of hardware and software used across an organisation to:
- Simplify maintenance and support
- Reduce compatibility issues
- Ensure consistent security
- Lower training costs