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Chapter 1
Troubleshooting Methodology
Answers to Review Questions
1.
A, B. Problems may not always be resolved more quickly with a trou-
bleshooting model, but they are still very efficient. Cisco equipment
has no requirement for troubleshooting.
2.
A, C, E, G, H, I, K, M. Creating a baseline is a good method for iden-
tifying problems when they occur, but this is not part of the trouble-
shooting method. Undoing wrong changes is part of the iteration
process--reversing changes is done when a new action plan is created.
You can't observe changes, just the results of changes. Solutions also
belong to the action plan step of the troubleshooting method. Defining
the problem boundary is part of the fact-gathering process.
3.
A. You must create an action plan before its implementation. You
cannot consider possibilities if you do not know what the problem is.
You cannot create an action plan without knowing the details of the
problem.
4.
C. Without forming a specific problem statement, it is more difficult
to identify possible solutions.
5.
A, B. By isolating the possible causes and the boundary of the prob-
lem, the possible solutions can be more accurately drawn.
6.
A, B, C, D, E. All of these items are very helpful when gathering
information about network problems.
7.
B, C, D. Shooting from the hip is not efficient because it is the same as
guessing at what the problem may be and is not founded on research
into what the possible causes could be.
8.
A, C, D. In the case of B, instead of assigning the task to someone
else, if the failure is outside of your jurisdiction, you should coordinate
efforts to solve the problem.
9.
B. To consider possible causes of failure without having specific infor-
mation regarding the problem would lead to a very long list.
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