At what step do you restart the troubleshooting process if after observing the result of your
troubleshooting, the problem still exists?

A.
Implement Acton Plan

B.
Define the Problem

C.
Consider the Possibilities

D.
Create Action Plan

E.
Gather Facts

F.
Observe Results

G.
Restart Problem-Solving
H. Process Problem Resolved

Explanation:
The diagram below from the Cisco TVOICE course, which we believe shows the correct answer to
be “restart the troubleshooting process after implementing an action plan and observing it has not
solved the problem” this also makes more sense than restarting the troubleshooting process after
creating an action plan.

Note:
The following steps detail the problem-solving process outlined:
Step 1 When analyzing a network problem, make a clear problem statement. You should define
the problem in terms of a set of symptoms and potential causes.
To properly analyze the problem, identify the general symptoms and then ascertain what kinds of
problems (causes) could result in these symptoms. For example, hosts might not be responding to
service requests from clients (a symptom). Possible causes might include a misconfigured host,
bad interface cards, or missing router configuration commands.
Step 2 Gather the facts that you need to help isolate possible causes.
Ask questions of affected users, network administrators, managers, and other key people. Collect
information from sources such as network management systems, protocol analyzer traces, output
from router diagnostic commands, or software release notes.
Step 3 Consider possible problems based on the facts that you gathered. Using the facts, you can
eliminate some of the potential problems from your list. Depending on the data, for example, you
might be able to eliminate hardware as a problem so that you can focus on software problems. At
every opportunity, try to narrow the number of potential problems so that you can create an
efficient plan of action.

Step 4 Create an action plan based on the remaining potential problems. Begin with the most
likely problem, and devise a plan in which only one variable is manipulated.
Changing only one variable at a time enables you to reproduce a given solution to a specific
problem. If you alter more than one variable simultaneously, you might solve the problem, but
identifying the specific change that eliminated the symptom becomes far more difficult and will not
help you solve the same problem if it occurs in the future.
Step 5 Implement the action plan, performing each step carefully while testing to see whether the
symptom disappears.
Step 6 Whenever you change a variable, be sure to gather results. Generally, you should use the
same method of gathering facts that you used in Step 2 (that is, working with the key people
affected, in conjunction with utilizing your diagnostic tools).
Step 7 Analyze the results to determine whether the problem has been resolved. If it has, then the
process is complete.
Step 8 If the problem has not been resolved, you must create an action plan based on the next
most likely problem in your list. Return to Step 4, change one variable at a time, and repeat the
process until the problem is solved.
http://www.cisco.com/en/US/docs/internetworking/troubleshooting/guide/tr1901.html#wp1020562