CompTIA A+ Certification All-in-One Exam Guide

Figure 1-16 Ford the Tech asks for help from Scott.
Establish a Plan of Action
At this point, you should have a good sense of the problem, including the
scope and necessary permissions to do the job. You need to establish a plan
of action to resolve the problem and implement the solution. Sometimes the
plan requires a few steps before you can implement the solution. You might
need additional resources such as known good replacement parts. A backup
of user data should be part of the plan of action.
Verify and Prevent
Fantastic! Through either your careful work or escalation, you’ve solved the
problem, or so you think. Remember two items here. First, even though you
think the problem is fixed, you need to verify with the customer/user that it’s
fixed. Second, try to do something to prevent the problem from happening
again in the future, if possible.
Verify Full System Functionality You need to verify full system