Author: Neftaly Malatjie

Ideally, you want this map of the network’s topology to include each network segment, the routers connecting the various segments, and the servers, gateways and other major pieces of networking hardware that are connected to each segment. For larger networks, you may have to create a general segment map and make more specific maps of each individual segment.

A network documentation policy should detail what aspects of a network need to be documented, especially each server. A documentation policy also communicates to each administrator exactly what is expected of them regarding the documentation process.

Although network documentation is always a good idea, it’s especially important for service providers and value-added resellers (VARs). Documenting your customers’ networks can make the troubleshooting process much more efficient when problems arise. These same network documents can also help you spot areas of your customers’ networks that may need to be upgraded, giving you the possibility of earning extra revenue. Finally, good network documentation proves that you adhere to industry best practices, and could be your best defense should a customer ever file litigation against you for something network-related.

There are a number of network documentation products available that can assist with the documentation process, and Windows Vista also has mapping capabilities built in. Some of the more well-known network documentation applications include:

• SmartDraw
• QonDoc
• LAN Surveyor
• NetZoom
• ConceptDraw
• Microsoft Vision 2007

After a solution has been reached, it is important to evaluate the results to determine if it is the best possible solution to the problem. Decide how you will quantify the success of your problem solving strategy. Questions are: How effective was that solution? Did I achieve what I wanted? How do I know this?

If the implemented strategy was successful in helping you solve your problem and reach your goal, then you know that you have effectively solved your problem. If you feel dissatisfied with the result, try alternative possibilities by beginning the problem solving cycle again.

Best practices for successful network Ethernet troubleshooting include these steps:

1. Identify the exact issue or problem: Have the person who reported the problem explain how normal operation appears, and then demonstrate the perceived problem.
2. Recreate the problem if possible: Ask yourself if you understand the symptoms, and verify the reported problem yourself if possible.
3. Localize and isolate the cause: Attempt to isolate the problem to a single device, connection, or software application.
4. Formulate a network troubleshooting plan for solving the problem: Research and/or consider the possible solutions to the problem. Consider the possibility that some solutions to the problem at hand may introduce other problems.
5. Implement the network troubleshooting plan: Your actual solution to the problem may be replacing hardware, implementing a software patch, reinstalling the application or component or cleaning a virus infected file. If the problem is the user account, the user’s security settings or logon scripts may need to be adjusted.
6. Test to verify that the problem has been resolved: After you have implemented the solution, ensure that the entire problem has been resolved by having the user test for the problem again.
7. Document the problem and solution: Documentation can be used for future reference to help you troubleshoot the same or similar problem. You can also use the documentation to prepare reports on common network problems for management and/or users, or to train new network users, network troubleshooters, or members of the network support team.

Provide feedback to the user: This encourages users to report similar situations in the future, which will improve the performance of your network. If the user could have done something to correct or avoid the issue, providing feedback may reduce the number of future network problems.

Once you have selected a possible solution put your plan into action. Create an action list, which comprises the following elements: What needs to be done and by whom? Can you chunk your plan into smaller bites? Estimate how many time, money, and effort will be needed to realize your sub goals. An essential question to motivate yourself is: What rewards you will give yourself when you have done it?