As simple as it was, I did present an example so I can give my logic on it. It was about a customer asking for help on their "downed server". I ofcourse listened first then asked about the server, implementing the Star Method, Since "downed" can mean a lot of things, I have to isolate the problem, It can either be software, hardware, or as simple as the server not being powered or plugged properly. If possible, the cherry of top is, to reproduce the problem and go on from there.