The troubleshooting process is used to help resolve security issues. These problems range from simple, such as preventing someone from watching over your shoulder, to more complex, such as manually removing infected files from multiple networked computers. Use the troubleshooting steps as a guideline to help you diagnose and repair problems.

Computer technicians must be able to analyze a security threat and determine the appropriate method to protect assets and repair damage. The first step in the troubleshooting process is to identify the problem. The figure shows a list of open-ended and closed-ended questions to ask the customer.