Troubleshooting

When troubleshooting, people are mostly in a loss of what needs to be done. The important thing is to correctly define the problem. Most of the time it was a critical system that needed to be up and running right away. Besides the need to fix it immediately, some individuals would want to take the time to figure out the root cause. When I worked for a company that used ITIL heavily, we would fix the problem, then do root cause analysis. This is where logging is used to perform a deep dive and analysis of issues. The true root cause is not always obvious as it is buried in some issues seen on the network. Digging into the problem will take time and yet it will keep the issue from appearing again.