DEFINING TROUBLESHOOTING WHAT IS TROUBLESHOOTING TROUBLESHOOTING IS THE

DEFINING TROUBLESHOOTING

WHAT IS TROUBLESHOOTING • TROUBLESHOOTING IS THE PROCESS OF RESPONDING TO A PROBLEM, DIAGNOSING THE UNDERLYING CAUSE AND RESOLVING THE PROBLEM. • WHEN A PROBLEM IS REPORTED, THE STEP WE SHOULD TAKE ARE THE FOLLOWING: • DEFINE THE ISSUE, BEGIN GATHERING FURTHER INFORMATION RELATED TO IT • BASED ON YOUR DIAGNOSIS YOU CAN PROPOSE A THEORY ABOUT WHAT IS THE MOST LIKELY CAUSE OF THE PROBLEM • THEN THE EVALUATION OF THESE LIKELY CAUSES LEADS TO THE IDENTIFICATION OF THE UNDELAYING ROOT CAUSE OF THE ISSUE

WHAT IS TROUBLESHOOTING • IF FOUND THAT YOU MUST SWAP EQUIPMENT DURING WORK HOURS. • FIND A TEMPORARY FIX UNTIL A PERMANENT FIX CAN BE PUT IN PLACE • THIS WOULD BE CALLED THE “MAINTENANCE WINDOW” • WHEN THE IMPACT ON CLIENTS OR SERVICES IS MINIMAL, THEN YOU CAN IMPLEMENT A PERMANENT FIX. • LETS SIMPLIFY THE STEPS WE JUST DISCUSSED: • PROBLEM REPORTED • PROBLEM DIAGNOSIS • PROBLEM RESOLUTION

WHAT IS TROUBLESHOOTING Step Description Collect Information The troubleshooter should collect additional information using tools or interviewing impacted users Examine collected information Troubleshooter examines information and hopefully has a baseline information to compare it with Eliminate potential causes Based on the troubleshooters knowledge of the network and the information he collected. It should be possible to eliminate potential causes for the problem. Propose a Theory Once you ruled out certain potential causes, it is know where you can start theorizing what could be the issue. Verify your Theory Every time you come up with a theory, test that theory to see if it will fix the issue.

WHAT IS TROUBLESHOOTING • COMBINING THE THREE MAIN STEPS WITH THE FIVE SUBSTEPS: • PROBLEM REPORT • COLLECT THE INFORMATION • EXAMINE COLLECTED INFORMATION • ELIMINATE POTENTIAL CAUSES • PROPOSE A HYPOTHESIS • PROBLEM RESOLUTION