Content

| Summary

The reader should be able to list the stages of encapsulated data flow process. Also the reader should be able to compare the logical layers of the OSI and TCP/IP networking models and identify the logical layers used by devices on a network.

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