Breaking down problems
When troubleshooting difficult cases, after making sure you have understood the problem (and that the information provided is correct and relevant), you must ensure a systematic approach to problem solving.
One strategy that can be used is divide and conquer, where you break down a problem into individual, easily solvable problems.
Considering the previous example where a user calls the helpdesk, one way of breaking down the problem is testing each sub-system individually, for example:
- Are the Citrix servers online and healthy? Check the monitoring systems.
- Is the network link reliable? Run a continuous ping and check whether websites load correctly.
- Is the problem easy to reproduce on any machine or does the problem follow
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