100-140 Question 20
Select 3A user reports that their computer is running slower than usual. You are tasked with resolving the issue using a structured problem-solving process. Which of the following actions should you take as part of this process?
- A
Gather detailed information from the user about the issue.
- B
Immediately replace the computer's hard drive without further analysis.
- C
Test a hypothesis by running performance diagnostics on the computer.
- D
Document the steps taken to troubleshoot and resolve the issue.
- E
Skip confirming the resolution and move to the next support ticket.
Show answer and explanation
Correct answers: A, C, D
Explanation
The structured problem-solving process involves steps such as gathering information, developing and testing hypotheses, and documenting actions taken. These steps ensure that the issue is resolved effectively and that the process can be referred to for similar problems in the future. Skipping steps or taking actions without analysis undermines this process and can lead to ineffective troubleshooting.
- A. Correct.
Gathering detailed information is a critical first step in the problem-solving process, as it helps identify the symptoms and narrow down potential causes.
- B. Incorrect.
Replacing hardware without proper analysis is not part of the structured problem-solving process and may lead to unnecessary costs or incorrect solutions.
- C. Correct.
Testing a hypothesis through diagnostics is an essential step in the structured problem-solving process to confirm or rule out potential causes.
- D. Correct.
Documenting the steps taken is important for maintaining records and ensuring that the resolution process can be reviewed or reused in the future.
- E. Incorrect.
Skipping confirmation of the resolution is not recommended. Verifying that the issue is resolved is a key part of the problem-solving process to ensure the solution was effective.