Summary

Chapter 16: Advanced Security 21Step 5. Evaluate the problem and implement the solution.Step 6. Close with the customer.After completing the following sections, you will meet these objectives:■■■Review the troubleshooting processIdentify common problems and solutionsApply troubleshooting skillsReview the Troubleshooting ProcessComputer technicians must be able to analyze a security threat and determine the appropriatemethod to protect assets and repair damage. This process is called troubleshooting.Step 1: Gather Data from the CustomerThe first step in the troubleshooting process is to gather data from the customer. Table 16-3provides a list of open-ended and closed-ended questions to ask the customer about securitythreats. (This list is not comprehensive.)Table 16-3Security Threats: Open-Ended and Close-Ended Questions to AskOpen-Ended QuestionsAre there any network resources thatyou can access by wireless?When did the problem start?What problems are you experiencing?What security software is installed onyour computer?How are you connected to the Internet?What type of firewall are you using?Describe your work environment?When did you last back up yourcomputer?What type of backup was performed?What group are you a member of?Closed-Ended QuestionsDo you have a firewall?Does your company have a security policy?Has anyone else used your computer?Is your security software up to date?Have you scanned your computer recently forviruses?Have you ever had any problems like thisbefore?Have you changed your password recently?Have you received any error messages on yourcomputer?Have you shared your password?Do you back up your computer?Do you have permissions for the resource?