| 1: | What are the six steps of the HP troubleshooting methodology? |
| A1: | Answer: Collect data. Evaluate the data to determine potential subsystems causing the issue. Develop an optimized action plan. Execute the action plan. Determine whether the problem is solved. Implement preventive measures.
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| 2: | Which is more important, understanding the customer's reported problem or understanding the true failure? |
| A2: | Answer: Understanding the true failure |
| 3: | What criteria should you consider when optimizing your action plans? |
| A3: | Answer: Ensure that only one variable is manipulated at a time. |
| 4: | If executing the entire action plan did not solve the problem, what is the next step to try? |
| A4: | Answer: Escalation |
| 5: | List at least three things you should do after solving the problem. |
| A5: | Answer: Any three of the following: Determine the root cause of the problem. Determine proactive steps that can prevent the problem from recurring. Devise a system test to verify changes and procedures before implementing them into production. Implement a new set of procedures, software, and administrative maintenance to attain a higher level of availability. Perform preventive maintenance, including checking for loose cables, reseating boards, and checking for proper airflow. Add fault-tolerant elements to critical subsystems, where applicable.
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| 6: | List three typical system bottlenecks. |
| A6: | Answer: Network, processor, memory |
| 7: | What are four ways to manage software version control? |
| A7: | Answer: Manual HP Insight Manager Version Control Repository Manager Version Control Agents |