THE PROCESS
How I work
I agree the scope before work starts, verify changes against the affected tasks and document the results for your team.
Define the scope
Confirm the affected services, who relies on them and how we’ll test for a successful outcome.
Investigate and agree the change
Trace the symptoms through the systems involved. Agree the proposed change, its impact and the checks before proceeding.
Verify and hand over
Retest the affected task and record the changes, results and any follow-up work.
EXAMPLE
Investigating an unavailable shared drive
I check the network connection, name resolution and permissions to isolate the cause. To verify the result, I ask the affected user to open the share with their usual account.
Read the shared drive guide
Discuss your next step
Share the issue you’re seeing or the change you’re planning.