Interview Cheat Sheet
Scope: Who is affected?
Impact: 2. Impact
How severe is it?
Change: 3. Change
What changed recently?
Authentication: 4. Authentication
How do they login?
Connectivity: 5. Connectivity
Can they reach the service?
6. Service Health
Health: Is the service actually running?
Evidence: 7. Evidence
What do logs show?
Fix: 8. Fix
Implement one change at a time.
Verify: 9. Verify
Confirm restoration.
Document: 10. 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?
