After questioning a user about the problems being experienced with a PC operating system, the support technician suspects that a recent service pack installation has failed. Which step of the troubleshooting process has the technician just concluded?

  • Test the theory to determine the cause of the problem.
  • Establish a plan of action to resolve the problem.
  • Establish a theory of probable cause.
  • Document findings, actions, and outcomes.
Answers Explanation & Hints:

By suspecting that an operating system service pack has failed to install successfully, the technician has established a theory of probable cause of the problem. The next step would be to test the theory to determine the cause of the problem, followed by establishing a plan of action to resolve the problem. Documentation is the final step and would occur after the solution has been verified and the system restored to full functionality.

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