Identify the problem: - Gather information - Question users - Identify symptoms - Determine if anything has changed - Duplicate the problem, if possible - Approach multiple problems individually, Establish a theory of probable cause: - Question the obvious - Consider multiple approaches - Top-to-bottom/bottom-to-top OSI model - Divide and conquer, Test the theory to determine the cause: - If the theory is confirmed, determine the next steps to resolve the problem - If the theory is not confirmed, reestablish a new theory or escalate, Establish a plan of action to resolve the problem and identify potential effects, Implement the solution or escalate if needed, Verify full system functionality and, if applicable, implement preventive measures, Document findings, actions, outcomes, and lessons learned.

network+ troubleshooting methodology

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