Outcome 2.11. Troubleshooting: Select and apply troubleshooting methodologies for problem solving.
2.11.1. Identify the problem.
2.11.2. Select troubleshooting methodology (e.g., top down, bottom up, follow the path, spot the differences).
2.11.3. Investigate symptoms based on the selected methodology.
2.11.4. Gather and analyze data about the problem.
2.11.5. Design a solution.
2.11.6. Test a solution.
2.11.7. Implement a solution.
2.11.8. Document the problem and the verified solution.
2.11.1. Identify the problem.
2.11.2. Select troubleshooting methodology (e.g., top down, bottom up, follow the path, spot the differences).
2.11.3. Investigate symptoms based on the selected methodology.
2.11.4. Gather and analyze data about the problem.
2.11.5. Design a solution.
2.11.6. Test a solution.
2.11.7. Implement a solution.
2.11.8. Document the problem and the verified solution.
Resource Documents
1. CISCO - The eight steps Troubleshooting to any problem
The most important part of troubleshooting any problem is to divide the tasks of problem resolution into a systematic process of elimination. Cisco has broken this process into eight steps:
2. Use the generic problem-solving model.
StepCharacteristics1. Define the problem
Assignment
1. Choose one of the Problem Solving methodology or one of your own to solve a problem.
The most important part of troubleshooting any problem is to divide the tasks of problem resolution into a systematic process of elimination. Cisco has broken this process into eight steps:
- Define the problem.
- Gather detailed information.
- Consider probable cause for the failure.
- Devise a plan to solve the problem.
- Implement the plan.
- Observe the results of the implementation.
- Repeat the process if the plan does not resolve the problem.
- Document the changes made to solve the problem.
- Make one change at a time.
- Make transparent changes first. This means if there are multiple possible causes for a problem, solve those problems that have the least impact on your users first.
- Do not create security holes when implementing your changes.
- Finally, and most importantly, always be sure you can back out of any changes you make.
2. Use the generic problem-solving model.
StepCharacteristics1. Define the problem
- Differentiate fact from opinion
- Specify underlying causes
- Consult each faction involved for information
- State the problem specifically
- Identify what standard or expectation is violated
- Determine in which process the problem lies
- Avoid trying to solve the problem without data
- Postpone evaluating alternatives initially
- Include all involved individuals in the generating of alternatives
- Specify alternatives consistent with organizational goals
- Specify short- and long-term alternatives
- Brainstorm on others' ideas
- Seek alternatives that may solve the problem
- Evaluate alternatives relative to a target standard
- Evaluate all alternatives without bias
- Evaluate alternatives relative to established goals
- Evaluate both proven and possible outcomes
- State the selected alternative explicitly
- Plan and implement a pilot test of the chosen alternative
- Gather feedback from all affected parties
- Seek acceptance or consensus by all those affected
- Establish ongoing measures and monitoring
- Evaluate long-term results based on final solution
Assignment
1. Choose one of the Problem Solving methodology or one of your own to solve a problem.