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CCNP™ Support ( CIT 642-831) practice questions


Systematic troubleshooting steps

 

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Q1. Choose the correct sequence (order) of steps recommended in systematic troubleshooting. 

A. 

Step A: Gather Facts
Step B: Define the Problem
Step C: Create Action Plan
Step D: Consider the Possibilities
Step E: Implement Action Plan
Step F: Observer the Results
Step G: Document Facts

 

B. 

Step A: Define the Problem
Step B: Gather Facts
Step C: Consider the Possibilities
Step D: Create Action Plan
Step E: Implement Action Plan
Step F: Observer the Results
Step G: Document Facts

 

C. 

Step A: Define the Problem
Step B: Gather Facts
Step C: Document Results
Step D: Create Action Plan
Step E: Implement Action Plan
Step F: Observer the Results
Step G: Consider the Possibilities

 

D. 

Step A: Consider the Possibilities
Step B: Gather Facts
Step C: Define the Problem
Step D: Create Action Plan
Step E: Implement Action Plan
Step F: Observer the Results
Step G: Document Facts

 

 

Correct Answer: B

Explanation:

The recommended sequence of steps for systematic troubleshooting are:
Step A: Define the Problem - Here you define the problem by stating the problem symptoms and associated causes.
Step B: Gather Facts - Fact gathering helps in isolating problem areas. Fact gathering is done by questioning the affected users, administrators, and using tools such as protocol analyzers.
Step C: Consider the Possibilities - The objective here is to narrow down the possible causes. Use the facts gathered in Step B and narrow down the possible causes by systematic reasoning and diagnostic methods.
Step D: Create Action Plan - Based on the narrowed down possibilities, create an action plan to troubleshoot the problem.
Step E: Implement Action Plan - Here you implement the Action Plan. Make sure the steps are documented, so that you can retract if the action plan does not give intended results.
Step F: Observe the Results - Check if the actions that have been implemented yielded desired results. If not, don’t forget to undo earlier changes that did not work.
Step G: Repeat the Problem Solving Process - This step is required if the Action Plan did not work. You need to get closer to the actual problem with each iteration.
Step H: Document Facts - The final stage of problem solving model is to document the process. Though it is the final step, note that documentation at intermediate steps may be made as required.

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