Gather Information for Host-Related Tickets (37.3.8)The ticketing system often includes sections for entering host-related information. These fields are often completed during the “Gather Information” step of the troubleshooting life cycle.Useful host-related information includes Additional information that can be captured from a host includes Beep CodesEach BIOS manufacturer has a unique beep sequence, a combination of…
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Active Listening – 100-150 Exam Study Guide
Active Listening (37.3.6) To better understand the problem reported by the user, practice active listening skills. Allow the customer to tell the whole story. During the time that the customer is explaining the problem, occasionally interject some small word or phrase, such as “I understand,” “Yes,” “I see,” or “Okay.” This behavior lets the customer…
Ticketing Systems – 100-150 Exam Study Guide
Ticketing Systems (37.3.3) Help desk ticketing systems help organizations manage user problems or requests. Ticketing software is specifically designed to ensure that corporate users or clients receive support in a timely and systematic manner. They also ensure that all tickets get noticed and addressed. A shared mailbox is an alternative method that can be used…
Packet Tracer—Use CDP to Map a Network
Packet Tracer—Use CDP to Map a Network (37.2.12) A senior network administrator requires you to map the Remote Branch Office network and discover the name of a recently installed switch that still needs an IPv4 address to be configured. Your task is to create a map of the branch office network. To map the network,…
Discover Devices Using CDP
Discover Devices Using CDP (37.2.11) Consider the lack of documentation in the topology shown in Figure 37-20. The network administrator only knows that R1 is connected to another device. Figure 37-20 R1 Topology Before Discovery With CDP enabled on the network, the show cdp neighbors command can be used to determine the network layout, as…
Establish a Network Baseline
Establish a Network Baseline (37.2.9)The purpose of network monitoring is to watch network performance in comparison to a predetermined baseline. A baseline is used to establish normal network or system performance to determine the “personality” of a network under normal conditions.Establishing a network performance baseline requires collecting performance data from the ports and devices that…
Wireless Standards – 100-150 Exam Study Guide
Wireless Standards (37.2.6) The world of wireless communications is vast. However, for particular job-related skills, we want to focus on specific aspects of Wi-Fi. The best place to start is with the IEEE 802.11 WLAN standards. These standards define how radio frequencies are used for wireless links. Most of the standards specify that wireless devices…
Enterprise Network Topologies – 100-150 Exam Study Guide
Enterprise Network Topologies (37.2.4)Two types of network topologies that you have learned about are Figure 37-13 displays a sample physical topology for a small sample network. The topology identifies the physical location and function of the devices. Figure 37-13 A Physical Topology Figure 37-14 displays a sample logical topology for the same small sample network….
Network Topologies and Descriptions
Network Topologies and Descriptions (37.2.2) Networks vary in size depending on the networking requirement. A technician must be knowledgeable about the different types of networks available to connect end devices and corporate sites, as described by the following sections. PAN A personal area network (PAN) is a network that connects devices such as mice, keyboards,…
Guidelines for Selecting a Troubleshooting Method
Guidelines for Selecting a Troubleshooting Method (37.1.5) To quickly resolve network problems, take the time to select the most effective network troubleshooting method. Figure 37-3 illustrates which method could be used when a certain type of problem is discovered. Figure 37-3 Different Troubleshooting Methods Used for Different Types of Problems For instance, software problems are…