Title: Implement network troubleshooting methodology.
Course: Cybersecurity Systems Technology, Advanced (10109-IV) > Section: Troubleshooting Networks

Implementation should include the following:

- Identify the problem
  - Gather information
  - Duplicate the problem, if possible
  - Question users
  - Identify symptoms
  - Determine whether anything has changed
  - Approach multiple problems individually

- Establish a theory of probable cause
  - Question the obvious
  - Consider multiple approaches
  - Evaluate top-to-bottom/bottom-to-top OSI model
  - Divide and conquer

- Test the theory to determine cause
  - Once the theory is confirmed, determine the next steps to resolve the problem
  - If the theory is not confirmed, reestablish or escalate a new theory

- Establish a plan of action to resolve the problem and identify potential effects
- Implement the solution or escalate, as necessary
- Verify full system functionality and, if applicable, implement preventative measures
- Document findings, actions, and outcomes

Process/Skill Questions:

- What are the steps in identifying the problem?
- Why does a theory of probable cause need to be established?
- What is needed to document the findings, actions, and outcomes?