In an MSP environment, the fastest way to lose time is by chasing a platform symptom that is actually caused by an identity conflict. To resolve escalations efficiently, I utilize a three-question diagnostic test to isolate the failure domain.

The Three-Question Test

  1. Is it User-Specific? Does the issue persist if a different user logs into the same machine?
  2. Is it Device-Specific? Does the user experience the same issue on a different workstation?
  3. Is it Network-Specific? Does the behavior change when moved to a guest network or an off-site connection?

The Identity vs. Platform Divide

By answering these, we distinguish between an Identity issue (M365 profiles, permissions, corrupted user hives) and a Platform issue (OS corruption, driver conflicts, or hardware failure). This framework ensures that we stop “trying things” and start moving toward a definitive root cause.