Identify the Problem Research Knowledge Base/Internet, If Applicable Establish a Theory of Probable Cause Test the Theory to Determine the Cause Establish a Plan of Action to Resolve the Problem and Identify Potential Effects Implement the Solution or Escalate as Necessary Verify Full System Functionality and, If Applicable, Implement Preventive Measures Document Findings/Lessons Learned, Actions, and Outcomes Exam Preparation Tasks (20 Questions) Labs