Introduction to Troubleshooting Processes

Step 1: Problem Report
Step 2: Problem Diagnosis
Step 3: Problem resolution

Troubleshooting Methods

Diagnosing a Problem
Step	Description
Collect Information	A problem report often lacks sufficient information. Collect additional information from. fx. Network Management tolls or interviewing the user.
Examine Collected Information	Examine collected information. Fx. comparing to baseline information.
Eliminate Potential causes	Based on knowledge of network and collected information - start to eliminate causes.
Hypothesize Underlying Cause	After eliminating causes hypothesize the most likely cause of the problem.
Verify Hypothesis	Test if the hypothesize resolve the problem

Structured Troubleshooting Approach

Shoot from the hip Troubleshooting Approach

Top-down, Bottom-up or Divide and conquer approaches