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| Using a Layered Architectural Model to Describe Data Flow |
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| Encapsulating data |
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| OSI model versus TCP/IP model |
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| Position of network devices in layered model |
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| Troubleshooting Approaches |
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| General troubleshooting process |
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| Bottom-up |
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| Top-down |
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| Divide and conquer |
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| Guidelines for selecting an approach |
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| Gathering Symptoms |
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| Gathering symptoms for a network problem |
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| Gathering symptoms from an end-user: hardware |
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| Gathering symptoms from an end-user: software |
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| Questions to ask an end-user |
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| Flow charts for gathering network and end-user symptoms |
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| Network Management Tools |
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| Network management system frameworks |
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| Knowledge base tools |
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| Performance measurement and reporting tools |
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| Event and fault management tools |
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| Policy management tools |
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