- Always consider corporate policies, procedures, and impacts before implementing changes
- Identify the problem
- Question the user and identify user changes to computer and perform backups before making changes
- Inquire regarding environmental or infrastructure changes
- Review system and application logs
- Identify the symptoms and see if you can duplicate the issue
- Establish a theory of probable cause (question the obvious)
- If necessary, conduct external or internal research based on symptoms
- Test the theory to determine cause
- Once the theory is confirmed, determine the next steps to resolve problem
- If theory is not confirmed re-establish new theory or escalate
- Establish a plan of action to resolve the problem and implement the solution
- Identify potential effects of the change
- Verify full system functionality and, if applicable, implement preventive measures
- Document findings, actions, and outcomes