Well, first, let me re-state what I said during the TTT Session and from what
@Cyber Russ and
@Lee McWhorter alluded to during the "
Moving the Goal Post" presentation:
When answering a certification question, you want to answer what the question is ASKING, not necessarily what you might opine the answer to be. This is crucial when taking tests that may be considered junior to your skill level.
For example, last year, I took the ITF+ exam. Now, I have over 30 years of experience in the IT field and this particular exam is aimed at somebody who has, perhaps six months of experience. One of the onerous things that happens with experience is that it tends to over-complicate the answers to a simple question. Because, for a veteran, there is rarely a simple answer, even when it's a simple thing. So, I had to take the test with at least half my brain tied behind my back, so that I wouldn't overthink things. Anyone who has read any of my posts would probably attest that I do this.
So I present the CompTIA Methodology as presented in Cloud+:
- Identify the problem.
- Determine the scope of the problem.
- Establish a theory of probable cause, or question the obvious.
- Test the theory to determine the cause.
- Establish a plan of action.
- Implement the solution, or escalate.
- Verify full system functionality.
- Implement preventive measures.
- Perform a root cause analysis.
- Document findings, actions, and outcomes throughout the process.
With respect to *this* particular question, one has to ask, what is the definition of "resolved" - which is what you're asking here. And I can clearly see your point - "resolved" would indicate that we have done EVERYTHING in the troubleshooting process. And perhaps that's where you might say, "But I RESOLVED it - I didn't skip anything!" So, from your perspective, you would be right, pointing to a direct contradiction in the wording.
But the question says you skipped something.
So, while, as
@Tess Sluijter just said, it's fixed, the user may be happy, ticket closed, onto the next crisis - according to the process, it may not be "resolved" by definition.
Interestingly, I did a quick search of the CompTIA Official Guide, Topic 1C for Cloud+ and did not see the word "resolved" anyplace. Perhaps that was an omission, perhaps that was intentional - hard to say. Perhaps it was inappropriate to use the word "resolved" in this question (I don't know where the question itself came from). Having taken number of certification tests in my life, I can't say that every question that I was supposed was a very clearly worded question.
So, that's lesson #1 - Read the whole question. Twice. And then, break it down with what it's saying/asking (even if there is an anomaly or distractor or something).
But, this particular situation does teach us a wider angle bit of wisdom that we need to convey to our students,
So, lesson #2 - Don't over-think the question. And certainly don't argue the question during the test. The testing software isn't going to say, "Gee Rick, you're right, I never thought of it that way. Here, let me just give you full credit for the question and I'll send this back to the folks at CompTIA for revision. Appreciate your wisdom!" No, it's going to mark you wrong if you click the wrong radio button or check box. Tests are cold like that.
Sometimes the question that you're asked may be contradictory. It may be badly worded. And it may be one of those weird questions that sort of gets peppered into an exam, just to see if it's a valid question. But in my experience, I sometimes have to shut off my experience and go with what the textbook says - the simplest read for the entire question - with emphasis on the interrogative itself, not the 3-4 sentences going into the interrogative.
So, yeah, you're probably right in that "resolved" would insinuate that we got through the entire ten-step process for troubleshooting, because you're not done until you're done - so if you're "resolved", you're done. But then, when I looked at the question today, the first thing I saw was, "...that you skipped". To be honest, I never even looked at the word resolved, mostly because those troubleshooting methodology questions are being asked to see if you know the steps in their correct order.
Hopefully that provides my position on it. And since I tagged Russ and Lee, they might weigh in as well. And of course, if there are any other thoughts, I'm all ears as well.
/r
