Understanding Comptia’s six steps of problem resolution process

The CompTIA six-step problem resolution process is a framework used to guide IT professionals in resolving technical issues effectively and efficiently. The six steps are:

  1. Identify the problem: The first step is to identify the issue or problem that needs to be resolved. This involves gathering information about the symptoms and understanding the context in which the problem occurred.
  2. Establish a theory of probable cause: Once the problem has been identified, the next step is to develop a hypothesis or theory of what might be causing the problem. This involves analyzing the available information and considering possible causes.
  3. Test the theory to determine cause: The third step is to test the theory by gathering additional data or performing tests. This helps to confirm or rule out potential causes of the problem.
  4. Establish a plan of action to resolve the problem and implement the solution: Based on the information gathered in the previous steps, a plan of action is developed to resolve the problem. This may involve implementing a solution or making changes to the system or environment.
  5. Verify full system functionality: Once the solution has been implemented, it is important to verify that the system is functioning correctly and that the problem has been resolved.
  6. Document the resolution: The final step is to document the entire problem resolution process, including the steps taken, the solutions implemented, and the results achieved. This documentation can be used for future reference and to help other IT professionals who may encounter similar issues in the future.

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