SK0-005 Question 81

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• 1

  I want to do RCA during the implementation of solutions not afterward otherwise how do you know you implemented the right fix if you weren't certain of the cause. Due to this C and F seem right to me, document and then tell people they can use it again.

• 2

  I also thought the answers were A and C, but from CompTIA: https://www.comptia.org/blog/troubleshooting-methodology 1. Identify the problem 2. Establish a theory of probable cause 3. Test the theory to determine the cause 4. Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality, and, if applicable, implement preventive measures 6. Document findings, actions and outcomes Root cause should be identified in step #3, and you can't do step #5 where you implement preventive measures without knowing root cause. However, in the real world, cause isn't necessarily root cause. Cause, in most cases, is be a byproduct of root cause. What you implement to fix the problem isn't always the same root issue that caused the problem. I've been in IT for over 30 years and I've seen many-a-cases where root cause is different than the byproduct issue that the user was dealing with. But we have to think like CompTIA and stick to their theory to the T.

• Chose AC3

  1 Identify the problem and determine the scope 2 Establish a theory of probable cause (question the obvious) 3 Test the theory to determine the cause 4 Establish a plan of action to resolve the problem (Notify impacted users is here) 5 Implement the solution or escalate 6 Verify full system functionality and, if applicable, implement preventive measures 7 Perform a root cause analysis 8 Document findings, actions, and outcomes throughout the process