🎯 Learning Intention

I will apply a structured troubleshooting method to identify and resolve IT issues efficiently.

✅ Success Criteria

☀️ Warm-Up (5 min)

“What’s the difference between guessing and troubleshooting?”

🧠 Mini-Lesson (15 min)

Review the 6 steps:

  1. Identify the problem
  2. Establish a theory of cause
  3. Test the theory
  4. Establish a plan of action
  5. Verify full system functionality
  6. Document findings

📘 Detailed Notes

Step Key Action Example
Identify Gather info & symptoms User can’t connect to Wi-Fi
Theory Hypothesize cause DHCP scope full
Test Confirm Ping gateway → fails
Plan Implement fix Restart router service
Verify Check resolution User online
Document Update ticket “Issue resolved – added IP leases.”

🛠 Lab (30 min)