The Troubleshooting Methodology

Question 1

What is the trouble shooting methodology?

Answer 1

1. Identify the problem
2. Establish a theory of probable cause
3. Test the theory
4. Establish a plan of action
5. Verify system functionality
6. Document Findings

Question 2

What do we need to ensure when identifying a problem?

Answer 2

Ensure the problem is properly understood, and not confuse symptoms with being the problem

Question 3

What is the process of identifying a problem?

Answer 3

• Question the user
• What has changed
• Review relevant logs

Question 4

What is establishing a theory of probable cause?

Answer 4

What single/multiple thing caused the symptoms of the problem

Question 5

What happens if a problem is out of our control to solve?

Answer 5

Escalate/contact the relevant people

Question 6

What are some common causes for network issues?

Answer 6

• Network device firmware
• Network congestion
• Modified configuration

Question 7

What do we mean by test the theory?

Answer 7

Determine how to best test the most likely problem cause (first), replicate the issue

Question 8

What should you do in case of inability to test?

Answer 8

Escalate

Question 9

What is establishing a plan of action?

Answer 9

Determine how to roll out a solution. Prepare backups/rollback

Question 10

What is the process of creating a plan of action?

Answer 10

• Determine solution scope
• Plan solution implementation
• Put the solution into motion

Question 11

What is verifying system functionality?

Answer 11

• Is the problem solved? Consult SMEs if required
• Have new problems been introduced?
• Put preventative measures into effect
• Track system over time

Question 12

What do we record in our documentation findings?

Answer 12

• Problem
• Actions
• Results