Troubleshooting can be described as the process of finding out why something isn't working as expected and determining what to do about it. For our purposes, it begins with the premise that something isn't performing as desired (the measurement metric), then progresses to gathering data and identifying possible causes. Analysis may rule out some causes and focus on others according to the depth of our understanding of the system. Choosing a likely cause, the theory is tested; success means the performance problem has been solved, while failure loops us back through the process.

In the perception of many, troubleshooting expertise carries with it a certain mystique. This is why certain auto mechanics, physicians or network gurus have such elite reputations. But with the proper tools, techniques and practice, much of the mystery becomes clear. At Trident, we focus on the techniques while relating these to examples of recent practice.