The Problem-Solving Model
5
of the chapter--creating and implementing the action plan.) After the seven
steps are completed and the problem is resolved, a few more steps follow,
such as documentation.
To be effective when troubleshooting and to achieve faster resolution
times, follow the model outlined in Figure 1.2. This flow chart shows the
eight steps.
The process begins when a network failure is reported to you. The steps
to take are as follows:
1.
Define the problem.
2.
Gather detailed information.
3.
Consider possible scenarios (brainstorm and come up with several
possible or probable causes of the failure).
4.
Devise a plan to solve the problem.
5.
Implement the plan.
6.
Observe the results of the implementation.
7.
Repeat the process if the plan doesn't fix the problem.
8.
Document changes after the problem is solved.
F I G U R E 1 . 2
Cisco's troubleshooting model
Yes
No
End
Document
relevant information.
Problem
resolved.
Define
problems.
Gather
facts.
Find possible
causes.
Create an
action plan.
Implement
action plan.
Observe
results.
Iterate previous
steps.
Problem
reported.
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