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The Problem-Solving Model

Step 1: Define the Problem

As you can see, the user's problem is really vague; you need more informa-
tion if you are to solve the problem any time soon. This is where

problem

definition

comes in. Problem definition is the step in the troubleshooting

model when details are used to define what the most likely cause of a
problem is. Now, while you still have the user on the line, the first step is to
ask him what he means when he says he can't "get" to Host Z. The user then
defines the situation by telling you that he can't FTP to Host Z. Ask the user
if he experiences any other problems or if this is the only one. After these pre-
liminary questions, you have a basic idea of what is and isn't working.
Unfortunately, you can't simply assume that the FTP is broken because there
are many other pieces of the network that can contribute to the problem.

It is also important to realize that you may want or need to gather facts

before you actually form your problem statement. By gathering facts to help
define the problem, the diagnosis of the problem or problems will be more
accurate and will help you solve the problem more quickly in the end.
Problem definition and fact gathering should be used in tandem for a quick
and accurate resolution.

Once you have enough information to define the problem, you should cre-

ate a problem statement that is specific, concise, and an accurate description
of the problem that needs to be solved. In this case, you can have a statement
that says:

User A from Campus A cannot FTP to Host Z on Campus B

. With

a good problem statement, it is easier to focus on the problem and not try to
troubleshoot problems that do not fall within the problem definition.

Step back for a moment before you actually form your final problem

statement. You need to gather more information before you can form an
accurate problem statement. Now, you move on to the fact-gathering step.
Keep in mind, however, that after you gather all the information, you have
to come back and create your problem statement.

Step 2: Gather Facts

At this point, the problem is still pretty vague and needs more definition.
This is where the fact-gathering step of the troubleshooting model is
employed.

Fact gathering

is the process of using diagnostic tools to collect

information specific to the network and network devices that are involved
in a problem. Additional information should include data that excludes
other possibilities and helps pinpoint the actual problem. An example is to
verify that you can ping, Traceroute, or Telnet to Host Z, thus reducing the
number of possible causes.

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