Tshoot Week 1

Chapter
CCNP 1:
TSHOOT: Maintaining and Troubleshooting IP Networks
Troubleshooting Methods
Week 1:
Troubleshooting Methods
TSHOOT v7 Chapter 1
2007 2016, Cisco Systems, Inc. All rights reserved. Cisco Public 1
Maintenance Models and Methodologies
Device installation and maintenance: Includes tasks such as
installing devices and software and creating and backing up
configurations and software.
Failure response: Includes tasks such as supporting users

that experience network problems, troubleshooting device
or link failures, replacing equipment, and restoring backups.
Network performance: Includes tasks such as capacity

planning, performance tuning, and usage monitoring.
Business procedures: Includes tasks such as documenting,

compliance auditing, and service level agreement (SLA)
management.
Security: Includes tasks such as following and implementing

security procedures and security.
Chapter 1
Benefits of Structured Maintenance over
Interrupt-driven Maintenance
Proactive vs. reactive
Reduced network downtime
More cost effective
Better alignment with business objectives
Improved network security
Chapter 1
Interrupt Driven Maintenance
The most basic method of performing network
maintenance, involves responding to problems as
they arise (reactive).
Disadvantages, including the following:
Tasks that are beneficial to the long-term health of
the network might be ignored, postponed, or forgotten.
Tasks might not be executed in order of priority or
urgency, but instead in the order they were requested.
The network might experience more downtime than
necessary because problems are not prevented.
Chapter 1
Structured Maintenance
Structured network maintenance predefines and plans
much of the processes and procedures (proactive).
This proactive approach reduces the frequency and

quantity of problems, and addresses them more
efficiently.
The structured approach to network maintenance has

some clear benefits over the interrupt-driven approach,
including:
Reduced network downtime

More cost-effectiveness
Better alignment with business objectives
Higher network security
Chapter 1
Network Maintenance Processes and
Procedures
A network maintenance plan includes procedures for the
following tasks:
Accommodating Adds, Moves, and Changes
Installation and configuration of new devices
Replacement of failed devices
Backup of device configurations and software
Troubleshooting link and device failures
Software upgrading or patching
Network monitoring
Performance measurement and capacity planning
Writing and updating documentation
Chapter 1
Maintenance Models and Organizations
IT Infrastructure Library (ITIL)
ISO FCAPS
Fault management
Configuration management
Accounting management
Performance Management
Security Management
ITU-T - Telecommunications Management Network
(TMN)
Cisco Lifecycle Services Phases PPDIOO
(Prepare, Plan, Design, Implement, Operate, and Optimize)
Chapter 1
The Configuration Management element of the FCAPS model
Fault management: network problems are discovered and corrected.

Configuration management: installation, identification, and
configuration of hardware and services.
Accounting management: optimally distribute resources among
enterprise subscribers.
Performance management: managing the overall performance of the
enterprise network.
Security management: Security management is responsible for
ensuring confidentiality, integrity, and availability (CIA).
Upon selection of
a network
maintenance
model, you must
translate the
theoretical model
to practical
procedures
Chapter 1
Network Maintenance Tools, Applications, and
Resources
TFTP
Console
FTP
SSH
SCP
Telnet
HTTP(S)
CLI mgmt Backups
Syslog
GUI mgmt
NTP
HTTP
HTTPS
Telnet
SSH Time Logging
Chapter 1
Troubleshooting Principles
Troubleshooting is the process that leads to the
diagnosis and, if possible, resolution of a problem.
Troubleshooting is usually triggered when a person
reports a problem.
Some people say that a problem does not exist until it
is noticed, perceived as a problem, and reported as a
problem. This implies that you need to differentiate
between a problem, as experienced by the user, and
the actual cause of that problem.
Reporting user generally equates the problem to the
symptoms, whereas the troubleshooter often equates
the problem to the root cause
Chapter 1
Troubleshooting Approach
Gathering information: Gathering information happens after the problem has

been reported. Usually, the problem report does not contain enough information to
formulate a good hypothesis without first gathering more information.
Analyzing information: After the gathered information has been analyzed, the
troubleshooter compares the symptoms against his knowledge of the system,
processes, and baselines to separate normal behavior from abnormal behavior.
Eliminating possible causes: By comparing the observed behavior against

expected behavior, some of the possible problem causes are eliminated.
Chapter 1
Troubleshooting Approach
Formulating/proposing a hypothesis: After gathering and analyzing information

and eliminating the possible causes, one or more potential problem causes
remain. The most likely cause is proposed as the hypothetical cause of the
problem.
Testing the hypothesis: The hypothesis must be tested to confirm or deny that it
is the actual cause of the problem.
Chapter 1
Unstructured Troubleshooting Approaches
Shoot-from-the-Hip
After a very short period of gathering information, taking this approach, the
troubleshooter quickly makes a change to see if it solves the problem.
This technique might be quite effective for the experienced troubleshooter

most times, but it usually does not yield the same results for the
inexperienced troubleshooter.
Chapter 1
Structured Troubleshooting Approaches
Top-down
Bottom-up
Divide-and-conquer
Follow-the-path
Spot-the-differences
Move-the-problem
Chapter 1
Top-down Approach
One of the most important characteristics of the OSI model is that each
layer depends on the underlying layers for its operation. This implies that
if you find a layer to be operational, you can safely assume that all
underlying layers are fully operational as well.
Chapter 1
Bottom-Up Troubleshooting Approach
In this approach, you work your way layer by layer up toward the
application layer and verify that relevant network elements are operating
correctly. You try to eliminate more and more potential problem causes
so that you can narrow down the scope of the potential problems.
Chapter 1
Divide-and-Conquer Troubleshooting Approach
The divide-and-conquer troubleshooting approach strikes a balance between

the top-down and bottom-up troubleshooting approaches. If it is not clear
which of the top-down or bottom-up approaches will be more effective for a
particular problem, an alternative is to start in the middle, usually from the
network layer.
Chapter 1
Follow-the-Path Troubleshooting Approach
The follow-the-path approach first discovers the actual traffic path all the way
from source to destination. Next, the scope of troubleshooting is reduced to
just the links and devices that are actually in the forwarding path. The
principle of this approach is to eliminate the links and devices that are
irrelevant to the troubleshooting task at hand.
Chapter 1
Compare-Configurations Troubleshooting
Approach
By comparing configurations, software versions, hardware, or other device

properties between working and nonworking situations and spotting
significant differences between them, this approach attempts to resolve the
problem by changing the nonoperational elements to be consistent with the
working ones.
Chapter 1
Swap-Components Troubleshooting Approach
Also called move-the-problem, the swap-components approach is a very

elementary troubleshooting technique that you can use for problem isolation:
You physically swap components and observe whether the problem stays in
place, moves with the component, or disappears entirely.
Chapter 1
Chapter 1 Summary
The fundamental elements of a troubleshooting process are as
follows:
Defining the problem
Gathering information
Analyzing information
Eliminating possible causes
Formulating a hypothesis
Testing the hypothesis
Solving the problem
Some commonly used troubleshooting approaches are as
follows:
Top-down
Bottom-up
Divide-and-conquer
Follow-the-path
Compare-configurations
Swap-components
Chapter 1
Acknowledgment
Some of the texts and images are from Troubleshooting and Maintaining Cisco
IP Networks (TSHOOT) Foundation Learning Guide by Amir Ranjbar
(158720455X)
Chapter 1

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Chapter

Failure response: Includes tasks such as supporting users

Network performance: Includes tasks such as capacity

Business procedures: Includes tasks such as documenting,

Security: Includes tasks such as following and implementing

This proactive approach reduces the frequency and

The structured approach to network maintenance has

Reduced network downtime

Fault management: network problems are discovered and corrected.

CLI mgmt Backups

Gathering information: Gathering information happens after the problem has

Eliminating possible causes: By comparing the observed behavior against

Formulating/proposing a hypothesis: After gathering and analyzing information

This technique might be quite effective for the experienced troubleshooter

The divide-and-conquer troubleshooting approach strikes a balance between

By comparing configurations, software versions, hardware, or other device

Also called move-the-problem, the swap-components approach is a very

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