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Cisco CCNP TSHOOT 642-832

General TSHOOT: The Troubleshooting State of Mind

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Video Titles Duration
1. TSHOOT: Setting Your Expectations
2. General TSHOOT: The Troubleshooting State of Mind
3. General TSHOOT: Troubleshooting Before You're Treading Water - Proactive Steps
4. General TSHOOT: Troubleshooting Before You're Treading Water - Proactive Steps, Part 2
5. General TSHOOT: IOS Tools to Monitor and Maintain the Network
6. General TSHOOT: IOS Tools to Monitor and Maintain the Network, Part 2
7. Switch TSHOOT: VLANs and Spanning Tree Concept Review
8. Switch TSHOOT: VLANs and Spanning Tree
9. Switch TSHOOT: VLANs and Spanning Tree, Part 2
10. Switch TSHOOT: L3 Switching and Redundancy Protocols Concept Review
11. Switch TSHOOT: L3 Switching and Redundancy Protocols
12. Switch TSHOOT: L3 Switching and Redundancy Protocols, Part 2
13. Route TSHOOT: L3 Connectivity and EIGRP Concept Review
14. Route TSHOOT: L3 Connectivity and EIGRP
15. Route TSHOOT: L3 Connectivity and EIGRP, Part 2
16. Route TSHOOT: L3 Connectivity and EIGRP, Part 3
17. Route TSHOOT: OSPF and Route Redistribution Concept Review
18. Route TSHOOT: OSPF and Route Redistribution
19. Route TSHOOT: OSPF and Route Redistribution, Part 2
20. Route TSHOOT: BGP Concept Review
21. Route TSHOOT: BGP
22. Route TSHOOT: Router Performance Issues Concept Review
23. Route TSHOOT: Router Performance Issues
24. Security TSHOOT: Access List Concept Review
25. Security TSHOOT: Access List Chaos
26. IPv6 TSHOOT: IPv6 and IPv6 Routing Protocols

TSHOOT: Setting Your Expectations

General TSHOOT: The Troubleshooting State of Mind

00:00:00 - Welcome to the CBT Nuggets Cisco TSHOOT Series. My name is Jeremy
00:00:05 - Cioara and I'll be hanging with you as we you go through this
00:00:07 - series and put the capstone on the Cisco CCNP track of material.
00:00:13 - Now for those of you that have had CBT Nuggets Series with me
00:00:17 - in the past, you know that typically the first Nugget of the
00:00:20 - series I spend just kind of talking about Cisco certification,
00:00:23 - how you can get the most from the series, you know, best practices,
00:00:26 - those kind of things. I'm going to change it up a little for
00:00:29 - Cisco TSHOOT because I am figuring by the time you've got in
00:00:32 - here, you've gone through some other CBT Nuggets material before
00:00:36 - or you already know what the Cisco Certification track is all
00:00:40 - about because Cisco TSHOOT should be last. The other couple of
00:00:46 - exams that you can take for CCNP, you can take them in whatever
00:00:48 - order you want. Take Route first, Switch first, doesn't matter.
00:00:51 - But TSHOOT has to be last because it takes all the information,
00:00:55 - the culmination of both Route and Switch, puts in to do a big
00:00:58 - blender and grinds it all up in spits it out in troubleshooting
00:01:01 - format. So what I'd like to do in this nugget is, do a fly by
00:01:05 - review of the CCNP. It's a great track, I want to just give you
00:01:08 - again the overview of it. Then I want to take you into the troubleshooting
00:01:13 - state of mind. And that was really my toughest thing when I was
00:01:16 - putting this series together, I thought, "How do you build a
00:01:22 - training series that teaches people how troubleshoot because
00:01:26 - troubleshooting is so much experience and it really rides on
00:01:31 - the experience of the person who is doing the troubleshooting." And
00:01:34 - while I still maintain that is absolutely true, there are some
00:01:38 - best practices and some mindsets, that's the best way I can put
00:01:41 - it. So mindsets that you can get into, that you can more effectively
00:01:46 - troubleshoot and more effectively approach situations that you
00:01:49 - encounter everyday. And that's where Bob and Carl are kind of
00:01:51 - come into place. And then finally I'll wrap-up by talking about
00:01:54 - successful network maintenance. So
00:01:56 - here it is, the Cisco Certification Track, in my opinion one
00:02:00 - of the most rewarding certification programs that exists in the
00:02:04 - world. And I'm coming from a perspective of I've gone through
00:02:07 - the Novel Certification Program, I've gone through all the Microsoft
00:02:10 - Certification Program and they're great. I'm not downing them
00:02:13 - in anyway, shape or form. But Cisco is a land that if you love
00:02:17 - it, if you like Cisco and the technology, you can land here in
00:02:22 - their certification program and never leave. Meaning there is
00:02:25 - never a way that you can learn everything about everything in
00:02:29 - the Cisco world. So we're talking about CCNP here which is, this
00:02:34 - is a glade 2:35:0 where most people go first and I would say,
00:02:37 - more recently, Ciscos ha changed it to probably skew those statistics
00:02:40 - even further. CCNA is he beginning of everything. No matter what
00:02:45 - direction you want to go, the CCNP track was revised to be three
00:02:50 - exams. And I mentioned them already, Route, Switch and TSHOOT.
00:02:54 - I've taken all of them and they are phenomenal exams. I will
00:02:58 - say, I guess before I say anything else, let me first finish
00:03:01 - my discussion. The reason I say Cisco wants to skew it further
00:03:05 - is because this is only three tasks. Whereas, if you go in the
00:03:08 - direction of voice or security, you not only have to get your
00:03:12 - CCNA certification in that specialty, in addition to your existing
00:03:16 - CCNA, but you also have to pass four or five exams for the CCNP
00:03:21 - voice or the CCNP security as well, which just means it's a gob
00:03:25 - of exams to get there. So, going to CCNP not only is it just
00:03:30 - more logical to go that route initially for most people, but
00:03:34 - it's just easier. There is just a lot less exams that you have
00:03:37 - to take to go that route and it enhances all of the knowledge
00:03:42 - that you have when you have when you go into these tracks. People
00:03:45 - ask me well, "Shoot, you know, I really want to go into security.
00:03:47 - Should I get my NP first?" And I will always say, "Oh yeah, definitely.
00:03:50 - Get your NP first because that will only enhance you're going
00:03:54 - to learn in security. A lot of the concepts will open up easier
00:03:57 - for you if you go that direction." Now, what was I going to say?
00:04:01 - Oh the exams themselves. The exams themselves are becoming more
00:04:05 - and more awesome every time I go through them. And I've seen,
00:04:09 - I will say, I got my CCNA certification, this was back in, I
00:04:13 - want to say 1999, maybe 2000, just right around there. And got
00:04:19 - my CCNA certification back when it was purely multiple choice
00:04:22 - and I will, and this is back when the CCNP exam track was four
00:04:26 - exams, I actually got my CCNA and my entire CCNP in one and a
00:04:32 - half months. Could you not from knowing nothing about Cisco all
00:04:38 - the way to becoming a Cisco Certified Network Professional in
00:04:42 - one and a half months. Now, you might say, well, "Did you really
00:04:46 - know it?" "Nope. But I'm good at multiple choice exams," I can
00:04:50 - say that. So I was able to pass exams without really knowing
00:04:53 - the information and what's kind of funny is, was about three
00:04:58 - months later, I took my CCIE Routing and Switching and I just
00:05:02 - got nailed. "Welcome to the real world," as Morpheus would say,
00:05:07 - right. This totally smoked me and I realized that this, back
00:05:11 - then, did not prepare you for anything CCIE.
00:05:15 - Ten years have gone by and a lot of revisions have taken place
00:05:18 - and I can tell you what, these exams are fantastic. I will say
00:05:22 - the Route and TSHOOT exams are definitely at the top of my list
00:05:28 - of like, wow, those are really cool exams. The Switch exam, it's
00:05:33 - kinda cool. But I think it still needs work to become like Route
00:05:37 - and TSHOOT simply because there is a lot of questions on there
00:05:40 - that are kind of like, "Okay, put the list of design steps in
00:05:43 - order. What comes next and that, ah." It's not very real world
00:05:47 - on some of the questions. But, I will say it's definitely getting
00:05:50 - there. Route and TSHOOT on the other hand are just phenomenal
00:05:54 - exams. TSHOOT, the one we're talking about right now, almost
00:05:58 - entirely hands on, not configuration wise but diagnostic. Did
00:06:04 - I just make up a word diagnostic-wise, we'll go with that. The
00:06:08 - two are, you actually are dumped into a simulation after simulation
00:06:11 - after simulation where they're saying, "Hey, these users got
00:06:13 - this issue, what do you think?" And you have to go and diagnose
00:06:16 - the problem. You can't fix it, because you're troubleshooting,
00:06:19 - right? You just want to see what the problem is, correctly identify
00:06:23 - it and then answer the questions based on that. So, very good
00:06:25 - exams, very much in line to prepare you for a CCIE Certification. So
00:06:33 - as I promised, I'm going to cut myself short on the CCNP description,
00:06:36 - if you want more on that, check out Route, Switch, I dive a lot
00:06:39 - deeper into CCNP, why it's awesome, why you want to get it? I'm
00:06:42 - assuming, by time you are here, you know it's awesome, you know
00:06:45 - you want to get it, so let's talk TSHOOT. I want to start off
00:06:49 - by looking at a day in life of two guys. The first one being
00:06:54 - Bob. Who is Bob? Bob is a CCNP level technician. He's passed
00:06:58 - his certs, he's working fulltime at a company called Medistart
00:07:02 - Financial. Now Bob, he's a nice guy. And when he get, you get
00:07:07 - to know me, he takes care of issues when they come up, he is
00:07:09 - friendly, he is personable, people like to call him. He goes
00:07:13 - above and beyond, like when somebody calls his cell phone, he
00:07:16 - will absolutely answer it, if he doesn't answer it, people think,
00:07:19 - "Wow, his wife must be dying or something," because he always
00:07:23 - answers his cell phone. And you send him emails anytime, day
00:07:27 - or night, I mean, it could be one in the morning, send him an
00:07:29 - email, his cell phone is set to go "bing" anytime he gets an
00:07:31 - email. So he is up at one in the morning, he is checking it because
00:07:34 - I "binged" him out of his sleep, he says, "Oh, I can care of
00:07:37 - that," because Bob is awesome. He jumps to fix any issue out
00:07:41 - there, ask anyone, ask anyone who knows Bob and they'll be like,
00:07:44 - "I love Bob. Bob is the man, he is awesome, he gets stuff done." So,
00:07:49 - how is Bob's network? It's good on most days. I mean for the
00:07:53 - most part it's good, it stays up most of the time. It doesn't
00:07:59 - run as fast as he'd like. He's going to fix that. He's going
00:08:03 - to get to that at some point. He's going to create a project
00:08:05 - plan for it and maybe do it during the next upgrade cycle or
00:08:09 - something to really figure out why things aren't running quite
00:08:12 - and sometimes just weird things happens. And Bob, you know, again,
00:08:16 - Bob being awesome, he is CCNP, figures it out, fixes it and moves
00:08:20 - on to the next thing, next call he's getting and so, that's the
00:08:25 - life of Bob. What he spend most of his life doing? Oh, answering
00:08:28 - emails, phone calls. He, you know if, there's a break in that,
00:08:32 - he is checking out what's new. He is going to my blog and finding
00:08:36 - out what the new SNMP utilities are that a router that are cool
00:08:40 - and free and something you can tinker with on Linux and just
00:08:43 - play with. You know, he is just an--he is a techie guy by nature,
00:08:47 - that's what he likes to do. Is he happy? Yeah, I'd say for the
00:08:52 - most part, yeah. But kind of overworked. The guy works on average,
00:08:56 - probably about 60 hours a week and he's just tired. He hasn't
00:09:01 - taken a vacation in years. I mean a real vacation where he can
00:09:05 - leave everything behind. You know, he's on the beach with his
00:09:08 - wife and the cell phone "bings", he's like, "Oh, oh, I just, I
00:09:10 - got to take care of that, hang on, one second." He runs back
00:09:12 - into the condo, connects the VPN, he takes care of it because
00:09:15 - Bob's the man. But he's just--he's just tired. And things just
00:09:20 - don't run the way he liked. So
00:09:24 - let's contrast Bob with Carl. I know what you are thinking. You
00:09:28 - are looking at picture, "Okay, Carl is what? Independently wealthy,
00:09:32 - sitting at yacht somewhere." No, Carl does work. He is a fulltime
00:09:36 - CCNP level technician working at Plentyserve Peanuts.
00:09:40 - He is just doing something Bob barely has a chance to do. And
00:09:44 - that's take a vacation. Get away from it all and leave it behind.
00:09:48 - His cell phone isn't even with him. He left if back in the States
00:09:52 - and he is sitting on a beach somewhere with his wife, not pictured
00:09:55 - here. Just reading a paper, doing
00:09:59 - what you do on a vacation. So, the question is, what makes Carl
00:10:03 - different? Well first off, he is an equally nice guy. So there
00:10:07 - is nothing about his personality that's different than Bob that
00:10:10 - makes people go, "Oh well, I like Carl more. Let's give him a
00:10:12 - vacation." People love chatting with Carl but the things is,
00:10:16 - not many people have Carl's cell phone number. He doesn't give
00:10:19 - it out. He says, "You know what, the best way to get me is to
00:10:22 - email me or actually email the support email address that goes
00:10:25 - to a team of technicians. And they can filter it down through
00:10:28 - commonly asked questions and things like that." So, he goes with
00:10:32 - email, he's not really immediately available because he takes
00:10:35 - a project based approach to life. Not just work, life in general.
00:10:41 - He says, "You know what, I'm going to schedule my life in such
00:10:44 - a way that I see things in terms of projects, not fires that
00:10:48 - come in every other day and I have this list of issues that I
00:10:51 - work through." Sure there's some interruptions, occasionally,
00:10:54 - he gets a call, he's like, "Hey, something is down." But, chances
00:10:58 - are, he knows about the issue before he gets interrupted. Before
00:11:01 - the call actually comes in, because he's got a network monitoring
00:11:04 - system that has told him about it and he's already either fixed
00:11:07 - it already or he's got somebody on the way to take care of the
00:11:10 - issue. Reason why is his network's designed in such a way that
00:11:14 - it's redundant. It has fail over capability. It's been tested
00:11:17 - and it's thoroughly put together as a complete system. Now, again,
00:11:23 - I know you are hearing me talking like, "Okay, yey, Carl." It's
00:11:27 - kind of like, "How do I get here?" Well that's the point. Is
00:11:32 - that I, I will say I am, I am 80% Bob, 20, no, 10% Carl and 10%
00:11:43 - of ambition to be like Carl. Like I am the guy that I love putting
00:11:48 - out fires. I love being the superhero coming in, let me solve
00:11:51 - your issue. "Oh, yey, good job. Okay, we took care of it. Man,
00:11:54 - that guy was awesome. Did you see him?" There is something to
00:11:58 - be said about being good at fixing things but there is something
00:12:00 - to be said about building a network that doesn't have to be fixed.
00:12:05 - That's what TSHOOT is all about. Now
00:12:08 - you might be thinking, that's not what TSHOOT is all about. TSHOOT
00:12:12 - is about troubleshooting, isn't it? Not Bob and Carl and how
00:12:18 - you manage and maintain your life and your network and now, I'm
00:12:22 - looking at Stephen Covey. What's going on here? Well, if you
00:12:26 - look at the exam objectives for TSHOOT, you're right. TSHOOT
00:12:29 - is all about troubleshooting. Look at this, I'm going to scroll
00:12:33 - over here to the exam description document on Cisco's website.
00:12:36 - TSHOOT exam topics, Blueprint. And if you looked on your troubleshoot,
00:12:39 - troubleshoot, troubleshoot, troubleshoot, just troubleshoot after
00:12:42 - troubleshoot. But look at this, there is this divide. There is
00:12:45 - this section up here, it's smaller, albeit it's smaller, yes.
00:12:49 - But there is a section dedicated to maintaining and monitoring
00:12:53 - your network performance, like, developing a plan to monitor
00:12:56 - and manage you network. How do you perform that work monitoring
00:12:59 - using IOS tools? What are routine maintenance? What are, how
00:13:02 - do you isolate sub-optimal network operation and things like
00:13:05 - that with the OSI model. And, this is what I'm talking about
00:13:08 - right here. Cisco thought it was so important and they said,
00:13:11 - "You know what, we can't just make a troubleshooting course about
00:13:14 - just troubleshooting even though there's a lot of it in here."
00:13:16 - They want to make a troubleshooting course that first off, tells
00:13:20 - you, "This is the best way that you should manage your life in
00:13:24 - the Cisco realm. Then if you do that right, you shouldn't have
00:13:29 - to live in this layer too long because your troubleshooting is
00:13:32 - minimal and when it does happen, you've got such a well planned
00:13:35 - out network that the troubleshooting goes much faster than if
00:13:41 - you would just be putting out fires like most people do with
00:13:44 - that." So, now this, trust me, there will not be Stephen Covey
00:13:48 - on the exam but when I was looking at some of the Cisco material
00:13:51 - for TSHOOT, I thought, "You know what, this just has Stephen
00:13:54 - Covey written all over it." I, just as a side little comment,
00:14:00 - I am the most blessed man alive because before I even knew about
00:14:05 - Stephen Covey, I lived all of my life and still live most of
00:14:09 - my life in this, they call it quadrant one where everything is
00:14:12 - urgent and important, no matter what it is. I get a phone call,
00:14:15 - they want me to do something, it's urgent, it's important, I
00:14:17 - got to do it now. I hang up the phone, oop, an email just came
00:14:21 - in, it's urgent, it's important, I got to do it now. It's got
00:14:23 - a little exclamation point next to the subject and I got to do
00:14:25 - it, got to do it. And I ended up getting married to my wife who
00:14:31 - actually became a certified trainer for Stephen Covey's Seven
00:14:37 - Habits of Highly Effective People. And it's funny because she
00:14:41 - began teaching all this kind of stuff and she came out and still
00:14:44 - to this day on my wall, if I look behind me, I still have four
00:14:48 - quadrants because she is still trying to organize me and I want
00:14:51 - to be organized. It's just not my nature to be there. And so
00:14:55 - the goal is that, you design a network that
00:14:59 - you live in quadrant one and quadrant two. Meaning, primarily,
00:15:03 - your focus is in quadrant two where you are working on things,
00:15:07 - you are planning, you are setting up prevention, you've got value
00:15:10 - clarification, you're exercising things like that. You are living
00:15:13 - in this land of "not urgent, but important." Meaning you're focusing
00:15:16 - your time on doing things that are not going to explode if you
00:15:20 - don't do them, but they're important. And if you don't do them,
00:15:23 - then you're eventually going to have these things move over to
00:15:26 - quadrant one for instance. Think of this as it relates to network
00:15:29 - planning. If you don't do a preventative measures, you don't
00:15:32 - have IOS backups, you don't do backups over your configurations,
00:15:35 - you don't have redundant equipment, you haven't taken the time
00:15:37 - while it's not urgent to design things right and then something
00:15:40 - fails, you're now living in this quadrant one where you're trying
00:15:45 - to restore routers, networks down, pressure stress and you're--you
00:15:48 - can't survive there. I mean you can, but it's going to--you're
00:15:51 - going to be living Bob's life. Working 60 hours a week. You get
00:15:55 - by but you're just tired of doing things. Whereas, by setting
00:15:59 - things up and planning the network out appropriately, you're
00:16:02 - good. And you can use this for anything in life. I mean look
00:16:04 - at this, exercise, exercise, I will absolutely tell you, is most
00:16:08 - of the time not urgent but it's important. It's important to
00:16:11 - run to get some exercise, to stay healthy because otherwise,
00:16:14 - you're in quadrant one with you, I don't know, liver failing
00:16:18 - and bladder control and I don't know, what else medical you think
00:16:23 - go wrong. But you get the point. Your goal is to plan out the
00:16:27 - network in the non-urgent but important state. Now,
00:16:31 - it's goofy because many of the IT people's mindsets are not this
00:16:35 - way. Most of us, and I will throw myself under this bus, live
00:16:38 - in this quadrant four where we just have, junk mail, trivia,
00:16:43 - busy work, phone, emails, time wasters, just escape activities.
00:16:46 - Matter of fact, when I was making this slide, let me just tell
00:16:49 - you just how bad I am. I put this thing up here, I was searching
00:16:53 - Google to give me a chart of Stephen Covey's Seven Habits quadrants
00:16:57 - and I pasted in there and I was like, "I wonder what, I wonder
00:17:01 - if he has come out with anything new?" And before long, I signed,
00:17:03 - I went to Stephen Covey's website, I signed up for the Covey
00:17:06 - Community. He actually has a community to where you have accountability
00:17:09 - partners, and that like, this side right here took me probably
00:17:12 - 60 minutes to create even though it was a simple paste from a
00:17:16 - phrases and thing because I'm now signed up for everything Stephen
00:17:19 - Covey. So, I'm living right now in the quadrant of waste and
00:17:23 - non-important stuff where I should be planning preventing and
00:17:26 - I should just go for a run right
00:17:30 - now. So while Stephen Covey may not be on the exam, the mindset
00:17:33 - that he tries to communicate a lot is on the exam which is troubleshooting
00:17:37 - and network maintenance go hand in hand. If you have a good network
00:17:41 - maintenance strategy, then you'll typically have troubleshooting.
00:17:45 - For example, these are all maintenance things that happen right
00:17:48 - here on the screen. Which of those could lead to troubleshooting:
00:17:52 - installing a new device; upgrading an IOS version; monitoring
00:17:56 - your network performance; security audits; implementing user
00:18:00 - requested upgrades; documentation. Now all of these would go
00:18:03 - under maintenance and all of them, I know, that some of you are
00:18:07 - halfway through, like yup, all of these, all of them could lead
00:18:10 - to troubleshooting, simply because, as you're adding a new device,
00:18:13 - it could cause something to go wrong or not fail over correctly
00:18:17 - or do something unexpected that now leads to troubleshooting.
00:18:19 - You might be documenting the network, discovering areas and putting
00:18:23 - them down on paper and all of a sudden you look, "Oh,
00:18:26 - I didn't know that was there. Wow, is that working?" I didn't,
00:18:29 - I didn't, it's again, each one of these things could uncover
00:18:32 - something or cause something to happen in the network that causes
00:18:37 - you to go into troubleshooting mode. Now,
00:18:41 - you would typically hear people say, and they usually say, with
00:18:44 - a southern drawl while they're chewing on a piece of grass or
00:18:47 - something, they'll say, "Well, if it ain't broke, don't
00:18:54 - fix it." And I know, some of you are smiling because you've said
00:18:58 - that before and I've said it, too, if it's not broke, don't fix
00:19:01 - it. It's true, there is some truth to that, yes, if it's not
00:19:04 - broke, don't fix it, don't add a new device, don't upgrade the
00:19:07 - IOS version if you don't need to. There's good practices behind
00:19:10 - all these things. But at the same time, there's a lot of times
00:19:13 - where, if it's not broke, you still need to do maintenance so
00:19:16 - that you don't have to fix it later. For example, you may need
00:19:18 - to upgrade the IOS regularly to prevent security flaws. It's
00:19:22 - like turning off Windows updates on a Microsoft server, why would
00:19:25 - you do that? Because it's going to, have security flaws if you
00:19:28 - don't act at a quickly protect it and all of that. So that's
00:19:33 - why Cisco really does want to communicate maintenance and planning
00:19:36 - and regular routine things that you do go hand in hand with troubleshooting. Just
00:19:42 - give you an example. I got a call couple of
00:19:45 - weeks ago on the Microsoft side of things. Someone said, "Hey,
00:19:49 - I'm having some issues accessing this file." So I logged on to
00:19:52 - a Windows server and just, did some basic looking around at some
00:19:57 - troubleshooting, and all of sudden I looked at the event viewer
00:19:59 - and it was just full of these red error messages. And I go, Ah,
00:20:05 - crap." And then and I start scrolling down the error messages,
00:20:09 - I'm like, "How long has this been going?" And I scroll and like,
00:20:11 - "This has been going on for three months. There has been this
00:20:14 - error and nobody is reporting, nobody's, my word, how did I miss
00:20:18 - this?" And then I go to the "I need to check the server more
00:20:20 - often. I need to, the I need, I need, dadadada," all of these
00:20:24 - things that he need to do and all of a sudden email comes in,
00:20:27 - I looked this little preview Window next the to clock, I'm like,
00:20:30 - "Ooh, a message, I need to open it." And before long, all of
00:20:34 - the "I needs" are lost in this whirlwind of, "I've got to put
00:20:37 - out the next fire." So all these things go hand in hand to having
00:20:41 - a solid maintenance plan and good troubleshooting skills, really
00:20:45 - do relate.
00:20:47 - Guys, I've got to tell you, God himself is testing me right now,
00:20:51 - because as I was recording the last slide, I glanced over because
00:20:55 - my cell phone was ringing and I looked at the caller ID, I was
00:20:57 - like, "Oh, that's one of my clients. I should check that." But
00:21:01 - then I was like, "I can't do that. I can't check that voicemail.
00:21:04 - I just got done talking about the fact that we shouldn't be putting
00:21:08 - out fires every two seconds." So right, I am gritting my teeth
00:21:12 - to talk about keys to successful maintenance while not checking
00:21:16 - that voicemail in my cell phone even though it's going, "beep
00:21:18 - beep" every two seconds to remind me that I have a voicemail
00:21:21 - right there. I'm not going to check it. So,
00:21:26 - let's wrap up with this. This is actually the last slide. I'm
00:21:29 - going to expand a lot more on this as we go through out the series.
00:21:33 - But there are some keys to successful network maintenance. First
00:21:37 - of, have a plan. Now, there are many models out there and I will
00:21:42 - say, you can get lost in models. There is FCAPS, there is ITIL,
00:21:46 - there is Cisco PPDIOO
00:21:48 - and Cisco, of course, likes to propose that one because they
00:21:51 - created it, it's the Land Design Implement Operate and then Optimize.
00:21:54 - It's kind of this big circle you keep going on. And what these
00:21:57 - are, I mean, if, I'm sure many of you have heard of ITIL Certificate
00:22:00 - which is the IT Infrastructure Library. You could get lost in
00:22:03 - it. I mean, seriously they have, I'm not going to say anything
00:22:09 - mean about ITIL, I was going to, but I'm not. They a lifetime,
00:22:13 - you can spend it just learning how to plan and properly optimize
00:22:16 - things. And there's people who do that. So, I'm not saying go
00:22:19 - out and spend the next year in ITIL until you've got your own
00:22:22 - design. What I am saying, though, is have a plan, create your
00:22:25 - own plan if you want to. Model 1, Cisco's is a lot simpler than
00:22:29 - some of these other ones. To create model of how you should be
00:22:33 - doing network maintenance. What are the best processes that you
00:22:36 - should do monthly, weekly, quarterly, annually to make sure that
00:22:41 - your network is optimized to the best possible configuration.
00:22:45 - Then, once you create that plan, schedule the tasks within your
00:22:49 - plan. For instance, how to schedule for when you have moves,
00:22:53 - adds and changes? So, the old PBX people would call those max,
00:22:57 - where they would move different phones around in the infrastructure.
00:23:00 - And we have the same thing in the IT world. When do you add new
00:23:03 - devices? When do you move switches or routers to different areas?
00:23:08 - How do you replace failed devices? What's the process for doing
00:23:11 - this? Do you have backup devices? Are they redundant? What kind
00:23:16 - of process do you have for that? What's the process for software
00:23:19 - upgrades? Do you only upgrade when you need a feature from that?
00:23:23 - Hopefully not, hopefully you have quarterly or annual or bi-annual
00:23:28 - sort of method that you say, "Okay, all the devices are going
00:23:32 - to be on the same IOS version." I can't tell you how many times
00:23:34 - I've been frustrated when I log on to a device, go to implement,
00:23:37 - like a quality of service feature and it's not there and I go,
00:23:41 - "Ah, good grief, when was the last time I upgraded this thing?" And
00:23:43 - I look. It's on IOS 12.2 or.1 or something I'm going, "Good
00:23:47 - grief. I need to upgrade this thing and get it on the regular
00:23:50 - routine upgrade." How often do you update your documentation?
00:23:54 - Is it just once everything is falling apart. And you go, "Man,
00:23:58 - we need a plan," and you spend a week of creating this beautiful
00:24:02 - printed notebook of all these documentation and then, and you
00:24:06 - say, "Okay, there it is. Good job." You put it on the shelf and
00:24:08 - don't refer to it till the next year is around and you go, "Oh
00:24:11 - no, I need to update that again." You throw the notebook away
00:24:14 - and start all over again. Did you see what I'm saying? Do you
00:24:18 - see what I'm trying to propose as we're doing this is just, having
00:24:22 - a plan that you're always, always in a proactive method of maintaining
00:24:27 - the network rather than sitting back and being a reactive state. The
00:24:31 - last part of having successful network maintenance is to create
00:24:34 - a Sign Maintenance Windows. And for some organizations, this
00:24:37 - is easier than others, but policy, think about this. Email goes
00:24:40 - out to the organization, says, "From
00:24:45 - 1 a.m. till 4 a.m. on Friday or Saturday, something like that,
00:24:53 - the network will be unavailable from henceforth."
00:24:57 - Now I know some of you are going, "Henceforth, what do you mean?
00:25:00 - Like all the time? Are we always going to be awake now on Saturday
00:25:03 - from one to four?" No, I'm not saying that you're down Saturday
00:25:06 - from 1 to 4 a.m. But what you've done is you've said a precedence.
00:25:09 - You've said, "You know what, from hereon out, the network maybe
00:25:13 - down from one to four." Now, you never said it will be and I
00:25:16 - would probably suppose that 99% of the time it will be up during
00:25:21 - those hours. However, it's been set that there's a precedence
00:25:25 - that if somebody wakes up at one in the morning, so I go, "I
00:25:27 - got to check email," and email server is not online, you go,
00:25:30 - "Oh yeah, that's right. I forgot it's 1 a.m. on Friday, we have
00:25:35 - a network maintenance. Okay, I'm cool with that or something
00:25:38 - like that." Have assigned network maintenance windows and that
00:25:40 - gives you the freedom to always have an area to do your upgrades
00:25:44 - rather than every time, you're now sending out an email interrupting
00:25:47 - business, to say, "Oh hey, we've got to do this." People, people
00:25:51 - get used to it. For instance, I ordered a lot of equipment from
00:25:54 - a distributor every Saturday from, what is it, like 8 p.m. till
00:25:59 - Sunday on 1 p.m., their side is down. It comes up with a big,
00:26:04 - "We are down for upgrades and maintenance and these kinds of
00:26:07 - stuff." Initially I was like, "Oh man, that's a bummer." But
00:26:10 - then now, I'm like, "Oh yeah, I just can't order on Saturday." That
00:26:14 - makes sense to me, that's okay, you adjust to it. And rather
00:26:18 - than, yeah, you get the point. So this gives you a window to
00:26:22 - always do all the things that you are hoping to maintain. So
00:26:25 - your goal
00:26:31 - when it comes to troubleshooting is to be that guy. That guy
00:26:36 - right there. I remember seeing the Simpsons episode a long time
00:26:39 - ago and it's--for some reason I remember was, somebody sending
00:26:43 - an email to somebody else and for a brief moment, like 5 seconds,
00:26:46 - they flipped to the scene and the show the email like, "Fly through
00:26:49 - Cisco routers." I go, "Oh, that's awesome." So that is a real
00:26:52 - scene from the Simpsons. It--I don't know his name but your goal
00:26:56 - is to be that guy. Who's sleeping comfortably not on the job
00:26:59 - but, he feels comfortable that his system is working and it's
00:27:03 - maintained and it's operational
00:27:05 - all the time. That
00:27:08 - establishes the framework for this troubleshooting state of mind.
00:27:11 - You want to walk into a system that you know is solid and then
00:27:14 - start troubleshooting the anomalies in that, rather than always
00:27:18 - reinventing the whole wheel every single time you encounter a
00:27:22 - new troubleshooting issue. So let's review, fly by review of
00:27:26 - the CCNP. We looked at what the CNNP was all about, three exams,
00:27:29 - all that kind of stuff. Just again, fly by review. More on that,
00:27:32 - check out the other CCNP series. We saw Bob and Carl. Bob being
00:27:37 - who I currently am and Carl who I aspire to be, somebody with
00:27:41 - a plan in mind. And then finally, we looked at successful network
00:27:45 - maintenance. What are some of the keys to maintaining your network
00:27:48 - and then as we go on in the series, I'll expand those out, unpack
00:27:52 - those, so you'll be able to see what is the meat inside of that.
00:27:56 - But for now, I have to check that voicemail. I hope this has
00:27:59 - been informative for you and I'd like to thank you for viewing.

General TSHOOT: Troubleshooting Before You're Treading Water - Proactive Steps

General TSHOOT: Troubleshooting Before You're Treading Water - Proactive Steps, Part 2

General TSHOOT: IOS Tools to Monitor and Maintain the Network

General TSHOOT: IOS Tools to Monitor and Maintain the Network, Part 2

Switch TSHOOT: VLANs and Spanning Tree Concept Review

Switch TSHOOT: VLANs and Spanning Tree

Switch TSHOOT: VLANs and Spanning Tree, Part 2

Switch TSHOOT: L3 Switching and Redundancy Protocols Concept Review

Switch TSHOOT: L3 Switching and Redundancy Protocols

Switch TSHOOT: L3 Switching and Redundancy Protocols, Part 2

Route TSHOOT: L3 Connectivity and EIGRP Concept Review

Route TSHOOT: L3 Connectivity and EIGRP

Route TSHOOT: L3 Connectivity and EIGRP, Part 2

Route TSHOOT: L3 Connectivity and EIGRP, Part 3

Route TSHOOT: OSPF and Route Redistribution Concept Review

Route TSHOOT: OSPF and Route Redistribution

Route TSHOOT: OSPF and Route Redistribution, Part 2

Route TSHOOT: BGP Concept Review


Route TSHOOT: Router Performance Issues Concept Review

Route TSHOOT: Router Performance Issues

Security TSHOOT: Access List Concept Review

Security TSHOOT: Access List Chaos

IPv6 TSHOOT: IPv6 and IPv6 Routing Protocols

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Jeremy Cioara

Jeremy Cioara

CBT Nuggets Trainer

Cisco CCNA, CCDA, CCNA Security, CCNA Voice, CCNP, CCSP, CCVP, CCDP, CCIE R&S; Amazon Web Services CSA; Microsoft MCP, MCSE, Novell CNA, CNE; CompTIA A+, Network+, iNet+

Area Of Expertise:
Cisco network administration and development. Author or coauthor of numerous books, including: CCNA Voice 640-461 Official Cert Guide; CCNA Voice Official Exam Certification Guide (640-460 IIUC); CCENT Exam Prep (Exam 640-822); CCNA Exam Cram (Exam 640-802) 3rd Edition; and CCNA Voice 640-461 Official Cert Guide.

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