1.0 Networking Concepts

1.8 Given a scenario, implement the following network troubleshooting methodology:

• Identify the problem:
  • Information gathering
  • Identify symptoms
  • Question users
  • Determine if anything has changed
• Establish a theory of probable cause
  • Question the obvious
• Test the theory to determine cause:
  • Once theory is confirmed determine next steps to resolve problem
  • If theory is not confirmed, re-establish new theory or escalate
• Establish a plan of action to resolve the problem and identify potential effects
• Implement the solution or escalate as necessary
• Verify full system functionality and if applicable implement preventative measures
• Document findings, actions and outcomes