Interview Cheat Sheet

• Scope: Who is affected?
• Impact: How severe is it?
• Change: What changed recently?
• Authentication: How do they login?
• Connectivity: Can they reach the service?
• Service Health: Is the service actually running?
• Evidence: What do logs show?
• Fix: Implement one change at a time.
• Verify: Confirm restoration.
• Document: Record root cause and resolution.

Scenario 1: User unable to log into Microsoft 365

• What is the error message?
• Is anyone else impacted?
• Did you recently change your password?
• Where are you connecting from?
• Is this the first time you have seen this error? when did it start?
• When was the last time you were able to successfully log in? Have you returned from a break?