The reader should understand:
- The stages of the general troubleshooting process
- The bottom-up troubleshooting approach
- The top-down troubleshooting approach
- The divide and conquer troubleshooting approach
- How to select an effective troubleshooting approach based on a specific
situation
- The process of gathering symptoms from a network
- Guidelines for gathering symptoms from a user
- The process of gathering symptoms from an end-system