[Jason Springer]

Troubleshooting is a valuable concept to both businesses and customers because both will experience some type of infected or defective device that needs to be fixed as soon as possible. The tricky thing with troubleshooting though is that it’s constantly evolving as new technology is released and more people are becoming knowledgeable about how to find their weaknesses. What makes troubleshooting valuable is that even with these new issues arising, you can still find ways to address the problem by following the steps listed in the chapter. These steps of troubleshooting include identifying the problem, establishing a theory of probable cause, testing the theory, establishing a plan of action to resolve the problem, applying the plan of action, and documenting everything that happened for later reference. If a helpdesk technician accidentally skips or fails to go through one of these steps during their troubleshooting process then they could face problems later on because they rushed through it. So troubleshooting is valuable when done right, but it can backfire when someone rushes through the process.