1.8 Apply troubleshooting methodologies to resolve problems

1.8.a Perform and document fault isolation

Refers to the first part of the troubleshooting problem. In this first step the problem is isolated and verified. It is important that the problem is documented and entered into a job tracking system.

The problems needs to be isolated down to a root cause, and this root cause needs to be verified.

1.8.b Resolve or escalate

Troubleshooting begins at the bottom of the OSI model. We first begin by ensuring the lower layers of the stack are not the problem and work our way up.

If after isolating the problem it can not be resolved using your resources and/or skills the problem should be escalated.

1.8.c Verify and monitor resolution

The final part of the solution is to verify that the fix works as intended and to continuously monitor for a period to ensure that the problem is fully resolved.

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