220-1102 Operational Procedures Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✓

  Identify the problem

  Why this is correct

  Identifying the problem is the first step of the CompTIA troubleshooting methodology, where the technician gathers information from the user, identifies symptoms, and determines the scope of the issue. Asking 'have you made any recent changes?' is a core information-gathering technique because many computer issues stem from configuration, software, or hardware changes. This step also includes duplicating the problem and establishing the user's expected outcome, which sets the foundation for all subsequent troubleshooting. Because the question specifically asks about recent changes, it directly maps to this initial step.

• ✗

  Establish a theory of probable cause

  Why it's wrong here

  Establishing a theory of probable cause is the second step in the troubleshooting methodology, where the technician uses the information collected during problem identification to form one or more educated hypotheses about the root cause. This step involves considering common causes first, such as recent changes, but it is a separate cognitive step that happens after the user has already been questioned. In this scenario, the act of asking about recent changes is the information gathering itself, not the subsequent hypothesis formation. Therefore, this option mischaracterizes the action as a later analysis step.

• ✗

  Test the theory

  Why it's wrong here

  Testing the theory to determine cause is the third step, where the technician attempts to verify whether the hypothesized cause is actually responsible for the problem. This might involve swapping components, checking logs, or running diagnostic commands; it requires a specific theory already in place. Asking the user about recent changes is a passive information gathering activity, not an active test of any hypothesis. Since no theory has even been formed yet, this option is several steps too early in the methodology.

• ✗

  Establish a plan of action

  Why it's wrong here

  Establishing a plan of action is the fifth step in the CompTIA 6-step troubleshooting methodology, occurring only after a probable cause has been confirmed through testing. At this stage, the technician would identify specific resolution steps, assess potential side effects, and implement the fix. In contrast, asking the user about recent changes is part of the initial information-gathering phase, making this option premature and out-of-sequence.

Go deeper

Related to this question