Determine if escalation is needed.
After you identify the most probable cause, escalate the problem if it s beyond your ability to fix or your scope of management. For example, the problem might be in the network server configuration that you are not authorized to correct. When forwarding the problem onto someone else, be sure to describe the nature of the problem, the actions you have already taken, and the symptoms that lead you to believe the problem is outside of your area of responsibility. If you have decided that escalation is not necessary, create an action plan that includes the fix and identifying possible effects of implementing the fix. After the solution has been implemented, verify that it works and that there were no unforeseen consequences. Finally, document the problem and the solution.