Troubleshooting Methodology

Question 1

What are the 7 steps of Network Troubleshooting Methodology?

Answer 1

1. Identify the problem
2. Theory of probable cause
3. Test the theory
4. Plan of action
5. Implement solution or escalate
6. Verify system functionality, implement preventions
7. Document findings, actions, outcomes

Question 2

Explain Step 1: Identify the problem (4 questions)

Answer 2

1. What is the problem?
2. Where there any recent changes in the system?
3. What was the status before that?
4. What was the status after that?

Question 3

Explain Step 2: Theory of probable cause (3 approaches to determine the cause)

Answer 3

• Top to bottom: Go from Layer7 to Layer1
• Bottom to Top: Go from Layer1 to Layer7
• Divide & Conquer: Test different portions like L1-L4 at once & the get more specific

Question 4

Explain Step 4&5: Plan of Action and Implement this plan (4 Questions & 3 Approaches for a problem)

Answer 4

Questions:
- How much resources do I need?
- How much time will it take?
- How much will it cost?
- What are the impacts?

Approaches:
- Repair
- Replace
- Workaround

Question 5

Explain Step 6: Verify the system functionality, implement preventions (2 questions each)

Answer 5

Verify:
- Is the problem solved?
- Are there any new problems?

Prevent:
- What caused the issue?
- Can the cause be eliminated?