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Block 1 Unit 11
Troubleshooting Methodology.
| Question | Answer |
|---|---|
| List the eight steps in network troubleshooting methodology. | 1. Identify the problem 2. Establish a theory of probable cause (question the obvious) 3. Test the theory 4. Establish a plan of action 5. Implement a solution or escalate 6. Verify functionality 7. Perform Root Cause Analysis 8. Document the solution |
| List three sources from which to obtain information when identifying a network problem | • the user experiencing the problem • the computer in the form of logs and error messages • personal observation |
| How are probable causes prioritized? | From most likely to least likely. |
| How should a plan of action be written to determine the best course of action? | Step by Step |
| When implementing a solution, keep a record of each WHAT? and WHAT? | Change and Reversal |
| Why should you test and verify that the system is fully functional? | Sometimes, a fix will introduce a new issue |
| What are the six steps in Root Cause Analysis? | • Define the problem • Gather information, data and evidence • Identify all issues and events that contributed to the problem • Determine root causes • Identify recommendations for eliminating or mitigating the reoccurrence of problems or events |
| What is the logical process for identifying “root causes” of problems or events and an approach for responding to them? | Root Cause Analysis |
| Which troubleshooting methodology step captures a history of equipment and users so that perpetual issues become known and recorded? | Document the solution |
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