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The Problem-Solving Model
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Step 6: Observe Results
Observing results consists of using the exact same methods and commands
that were used to obtain information to define the problem--to see whether
the changes implemented were effective. By making a change and then
testing it to see whether the change was effective, you move toward the
correct solution.
It may take one or more changes to fix the problem, but you should
observe each change separately to monitor progress and to make sure that
the change doesn't create any adverse effects. After the first change is
made, you should be able to gather enough information to inform you
whether or not the change was effective, even though it doesn't entirely
solve the problem.
Once all of the changes from the action plan are implemented and the
results are observed, you can verify whether the action plan solved the
problem. If the problem is solved, move on and document the changes made
to the network.
If the changes did not work, you need to go back and either gather more
information or create a new action plan. While working through the action-
plan process, you might get more ideas of possible causes. Write them down;
if the current action plan doesn't work, you have notes about some other
possibilities.
If you feel that you exhausted all of the possible causes, you should prob-
ably go back and gather more information. You will probably find
additional information that can give you insights into more possible causes.
These steps are covered in the iteration process.
Step 7: Iterate as Needed
Iterations, or repetitions of certain steps within the troubleshooting model,
are simply ways of whittling away at a larger problem. By implementing
action plans and monitoring the results, you can move toward solving the
overall problem.
Iterations of the troubleshooting process allow you to focus, with more and
more detail, on the possible causes of the failure. The result of focusing on the
problem is the ability to identify specific possible causes for the failure.
This is also the time to undo any changes that had adverse effects or that
did not fix the problem. Make sure to document what was done, so it will be
easier to undo the changes made to any configurations.
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