pace-it: network troubleshooting methodology

Network troubleshooting methodology.

Instructor, PACE-IT Program – Edmonds Community College

Areas of Expertise Industry Certifications

PC Hardware

Network Administration

IT Project Management

Network Design

User Training

IT Troubleshooting

Qualifications Summary

Education

M.B.A., IT Management, Western Governor’s University

B.S., IT Security, Western Governor’s University

Entrepreneur, executive leader, and proven manger with 10+ years of experience turning complex issues into efficient and effective solutions.

Strengths include developing and mentoring diverse workforces, improving processes, analyzing business needs and creating the solutions required— with a focus on technology.

Brian K. Ferrill, M.B.A.


– The importance of a methodology.

– Seven-step troubleshooting methodology.

PACE-IT.

The importance of a methodology.Network troubleshooting methodology.

“My methodology is not knowing what I’m doing and making that work for me.”

– Stone Gossard

The importance of a methodology.

All networks will require troubleshooting. If you don’t know where to start or haven’t developed a methodology, you will waste time and resources.

The complexity of modern networks means that there is a lot that can go wrong. Without a troubleshooting methodology, your frustration levels and the frustration levels of those you support, is going to rise.

A systematic troubleshooting methodology can significantly reduce the time required to resolve a problem and close a network trouble ticket—saving both time and other resources.


Seven-step troubleshooting methodology.Network troubleshooting methodology.

Seven-step troubleshooting methodology.

– Step one: identify the problem.» Gather information. What is actually occurring or not

occurring? Is the problem extremely local, relegated to your network, or out of your control?

» Identify symptoms. Remember, the symptoms are not the problem; they just point toward the underlying issue.

» Approach multiple problems individually.» Question the users. This needs to be done both politely

and firmly. Many problems that are reported within a network are the result of the end user needing to be educated or re-educated in proper procedures.

• Also, remember that most end users don’t have your level of technical knowledge, so be patient, but don’t patronize.

» Determine if anything has changed. This also requires a systematic approach, so be thorough.



– Step two: establish a theory of probable cause.

» Make a list of all of the possible causes of the problem.• Consider multiple approaches to the problem (e.g.,

from bottom to top and then from top to bottom of the OSI model).

» Divide the list into three ranked sections of: not likely, likely, and most likely; this provides a great place to start.

» Remember to question the obvious. If the network printer doesn’t work, check to be sure that it is turned on.

– Step three: test the theory of probable cause.

» If the theory is confirmed, move on to the next step.» If the theory is proven to be incorrect, then reestablish

a new theory of probable cause.» If you run out of probable causes, or the situation

worsens, it may be time to escalate the issue up the troubleshooting chain.



– Step four: establish a plan of action and identify potential effects.

» Simple problems may require a simple plan (e.g., turn on the network printer).

» More complex problems will require more complex plans. In some cases, it is a good idea to write the plan out step by step in order to determine the best course of action and to identify any possible repercussions from the resolution.

– Step five: implement the plan or escalate.

» If you have the authority, put the plan into action.• If you don’t have the authority, escalate the problem

up the troubleshooting chain; include all facts and determinations when doing so.



– Step six: verify full system functionality.

» Don’t just verify that the original problem has gone away. Sometimes, a fix will introduce a new issue into the system.

» If a new issue has occurred, it is time to go back to step one or escalate the problem.

» If applicable, implement preventative measures at this step.

– Step seven: document findings, actions, and outcomes.

» Document everything.• This will save time if and when the problem reoccurs.

» Your documentation may lead to new best practices for your organization.

» Documenting missteps is also important; it will keep the next technician from making the same missteps that you may have made.


What was covered.Network troubleshooting methodology.

Problems will occur in every network. A well developed troubleshooting methodology will reduce the time it takes to recover, will cause less frustration and headaches, and may even make you a network hero.

Topic

The importance of a methodology.

Summary

The steps are: identify the problem, establish a theory of probable cause, test the theory, establish a plan (including any effects of the plan), implement the plan, verify full functionality, and—as a final step—document everything.


THANK YOU!

This workforce solution was 100 percent funded by a $3 million grant awarded by the U.S. Department of Labor's Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability or ownership. Funded by the Department of Labor, Employment and Training Administration, Grant #TC-23745-12-60-A-53.

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pace-it: network troubleshooting methodology

Education

troubleshooting chain

network trouble ticketsaving

network printer doesnt

new theory of probable

probable causes

end users dont

frustration levels

systematic approach