Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 is an instructor-led training course presented by Cisco training partners. This five-day course and 9.5 hours of self-paced e-learning is designed to help students prepare for Cisco CCNP(R) certification. The TSHOOT course is one of three components in the CCNP curriculum.

TSHOOT is designed for network engineers with at least one year of professional work experience, who are ready to advance their skills and work independently on complex network solutions. Students will learn to (1) plan and perform regular maintenance on complex enterprise routed and switched networks and (2) use technology-based practices and a systematic ITIL-compliant approach to perform network troubleshooting. Extensive labs provide for hands-on learning and reinforce troubleshooting skills..

Upon completing this course, the learner will be able to meet these overall objectives:

• Plan and document the most commonly performed maintenance functions in complex enterprise networks
• Develop a troubleshooting process to identify and resolve problems in complex enterprise networks
• Select tools that best support specific troubleshooting and maintenance processes in large, complex enterprise networks
• Practice maintenance procedures and fault resolution in switching based environments
• Practice maintenance procedures and fault resolution in routing based environments
• Practice maintenance procedures and fault resolution in a secure infrastructure
• Practice maintenance procedures and fault resolution problems in a complex environment

Module 1: Planning Maintenance for Complex Networks Plan and document the most commonly performed maintenance functions in complex enterprise networks

 

Lesson 1: Applying Maintenance Methodologies This lesson defines how to evaluate and rate commonly practiced models and methodologies for network maintenance. Upon completing this lesson, the learner will be able to meet these objectives:

Evaluate the commonly practiced models and methodologies used for network maintenance and identify the benefits that these models bring to an organization

Select generalized maintenance models and planning tools that fit your organization​

 

Lesson 2: Common Maintenance Processes and Procedures This lesson defines how to identify the processes and procedures that are a fundamental part of any network maintenance methodology. Upon completing this lesson, the learner will be able to meet these objectives:

Identify essential network maintenance tasks

Describe the advantages of scheduled maintenance

Evaluate the key decision factors that affect change control procedures in order to create procedures that fit your organization’s needs

Describe the essential elements of network documentation and their function

Plan for efficient disaster recovery

Describe the importance of network monitoring and performance measurement as an integral element of a proactive network maintenance strategy​

 

Lesson 3: Network Maintenance Tools, Applications, and Resources This lesson defines how to identify, evaluate and select tools, applications, and resources to support network maintenance processes. Upon completing this lesson, the learner will be able to meet these objectives:

Identify, evaluate, and implement the elements of a basic network maintenance toolkit

Evaluate tools that support the documentation process and select the tools appropriate to your organization

Describe how configuration, software, and hardware resource management software can improve disaster recovery procedures

Describe how network monitoring software benefits the maintenance process

Analyze the metrics that could be used to measure network performance and the key elements of the performance measurement process in order to create a performance measurement plan that is appropriate to your organization

Lab:

Lab 1-1: Lab Access

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Module 2: Planning Troubleshooting Processes for Complex Enterprise Networks Develop a troubleshooting process to identify and resolve problems in complex enterprise networks

 

Lesson 1: Lab 2-1 Debrief This lesson defines how to identify the key procedural aspects of a troubleshooting process. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best-practice methods and commands to aid you in future troubleshooting procedures​

 

Lesson 2: Applying Troubleshooting Methodologies This lesson defines how to identify troubleshooting principles and evaluate and rate commonly practiced troubleshooting methodologies. Upon completing this lesson, the learner will be able to meet these objectives:

Identify the fundamental elements of a troubleshooting process

Describe the advantages of a structured network troubleshooting method

Evaluate and assess common troubleshooting approaches

Select a combination of troubleshooting methods that are appropriate to a specific troubleshooting scenario

 

Lesson 3: Planning and Implementing Troubleshooting Procedures This lesson defines how to plan and implement troubleshooting procedures as part of a structured troubleshooting methodology. Upon completing this lesson, the learner will be able to meet these objectives:

Identify the fundamental sub-proces

ses of the generic troubleshooting process

Formulate correct problem definitions and assign responsibilities

Gather information in a structured manner

Interpret and analyze the gathered information

Isolate a problem through a process of elimination

Formulate a hypothesis and evaluate the necessary actions to take after you have formulated a hypothesis

Test a hypothesis and roll back if a hypothesis is not confirmed

Integrate a solution into the existing network​

 

Lesson 4: Integrating Troubleshooting into the Network Maintenance Process This lesson defines how to plan and implement troubleshooting and network maintenance procedures that effectively support each other. Upon completing this lesson, the learner will be able to meet these objectives:

Evaluate the benefits gained by aligning troubleshooting procedures to network maintenance procedures

Create and update documentation as part of routine maintenance to support the troubleshooting process and routinely update documentation as part of the troubleshooting process to keep the documentation accurate and up-to-date.

Identify abnormal network behavior through the comparison of actual behavior to a baseline created as part of the network maintenance process

Implement communication processes that increase the effectiveness of the troubleshooting process

Implement change procedures that are flexible enough to support the changes that need to be made during troubleshooting, but also controlled enough so that changes are integrated into the standard maintenance and documentation procedures

Lab:

Lab 2-1: Introduction to Troubleshooting

 

Module 3: That best support specific troubleshooting and maintenance processes in large, complex enterprise networks.

 

Lesson 1: Assembling a Basic Diagnostic Toolkit Using Cisco IOS Software This lesson defines how to use Cisco IOS commands to selectively gather information in support of basic diagnostic processes. Upon completing this lesson, the learner will be able to meet these objectives:

Apply filtering to Cisco IOS commands to select relevant output

Test network connectivity using Cisco IOS commands

Diagnose basic hardware related problems

 

Lesson 2: Using Specialized Maintenance and Troubleshooting Tools This lesson defines how to identify tools that are commonly used for specific maintenance and troubleshooting processes. Upon completing this lesson, the learner will be able to meet these objectives:

Identify tools and their underlying technologies to support the troubleshooting process

Enable SPAN and RSPAN to facilitate the use of packet sniffers

Configure routers and switches for communication with Simple Network Management Protocol (SNMP) or NetFlow based network management systems in order to facilitate the collection of device and traffic statistics that are part of a network baseline

Configure routers and switches to send SNMP traps to provide fault notification to SNMP based network management systems​

 

Lesson 3: Lab 3-1 Debrief This lesson defines how to describe the key aspects of the baseline design and implementation of the lab network. Upon completing this lesson, the learner will be able to meet these objectives:

Validate your understanding of the network and available tools and fill in any potential gaps in your documentation

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid in future troubleshooting procedures

Lab:

Lab 3-1: Assembling Maintenance and Troubleshooting Tools

 

Module 4: Maintaining and Troubleshooting Campus Switching Based Solutions Practice maintenance procedures and fault resolution in switching based environments

 

Lesson 1: Troubleshooting VLANs This lesson defines how to diagnose VLAN and trunking problems using the Cisco IOS command line interface. Upon completing this lesson, the learner will be able to meet these objectives:

Understand the process involved in switching a frame from a host in a VLAN to another host in the same VLAN across multiple switched hops

Analyze information gathered from switch data structures to verify proper operation of Layer 2 forwarding within a VLAN

 

Lesson 2: Troubleshooting Spanning Tree This lesson defines how to diagnose Spanning Tree problems using the Cisco IOS command line interface. Upon completing this lesson, the learner will be able to meet these objectives:

Understand the steps that Spanning Tree goes through to attain a loop free topology

Determine the Spanning Tree topology using Cisco IOS commands

Recognize the symptoms of Spanning Tree failures and remediate such failures

Understand the mechanisms involved in Etherchannel load balancing

 

Lesson 3: Lab 4-1 Debrief This lesson defines how to diagnose and resolve layer 2 connectivity problems using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 4: Troubleshooting Switched Virtual Interfaces and Inter-VLAN Routing This lesson defines how to diagnose problems with SVIs and inter-VLAN routing. Upon completing this lesson, the learner will be able to meet these objectives:

Utilize the information contained in the data structures used in the operation of multilayer switching to diagnose issues related to multilayer switching

Diagnose problems related to switched virtual interfaces (SVI) and routed ports based on an understanding of the essential differences between these two types of Layer 3 interfaces on a multilayer switch

 

Lesson 5: Troubleshooting First Hop Redundancy Protocols This lesson defines how to diagnose and resolve problems related to First Hop Redundancy Protocols like HSRP, VRRP, and GLBP. Upon completing this lesson, the learner will be able to meet these objectives:

Understand the HSRP election process and packet forwarding via HSRP routers

Verify the operation of HSRP using Cisco IOS commands

Understand the similarities and major differences between HSRP, VRRP, and GLBP

 

Lesson 6: Lab 4-2 Debrief This lesson defines how to diagnose and resolve problems involving multilayer switching and first-hop redundancy protocols using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, as well as your findings and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 7: Troubleshooting Performance Problems on Switches This lesson defines how to diagnose performance problems on Catalyst LAN switches. Upon completing this lesson, the learner will be able to meet these objectives:

Use Cisco IOS commands to diagnose physical and data link layer problems on switch ports

Use Cisco IOS commands to analyze ternary content addressable memory (TCAM) utilization on switches in order to determine the root cause of TCAM allocation failures

Use Cisco IOS commands to determine the root cause of high CPU usage on a switch

 

Lesson 8: Preview E-Learning on Troubleshooting Performance Problems, Wireless, Voice, Video, and Multicast This lesson defines how to display a list of real-world problems that occur with switch performance, wireless, voice, and video. Upon completing this lesson, the learner will be able to meet these objectives:

Diagnose performance problems on catalyst switches

Diagnose wireless connectivity problems

Diagnose problems in transporting Voice over IP

Diagnose problems in transporting video

Labs:

Lab 4-1: Layer 2 Connectivity and Spanning Tree

Lab 4-2: Layer 3 Switching and First-Hop Redundancy

 

Module 5: Maintaining and Troubleshooting Routing Based Solutions Practice maintenance procedures and fault resolution in routing based environments

 

Lesson 1: Troubleshooting Network Layer Connectivity This lesson defines how to diagnose network layer connectivity problems using the Cisco IOS command line interface. Upon completing this lesson, the learner will be able to meet these objectives:

Describe the processes involved in routing packets across multiple router hops from one host to another host in a different subnet

Analyze information gathered from a router’s routing table and Forwarding Information Base (FIB) in order to verify the IP packet forwarding process

Verify the mapping of Layer 3 information to Layer 2 information to ensure that routed packets are correctly encapsulated and transmitted using the data link protocol of the egress interface

 

Lesson 2: Troubleshooting EIGRP This lesson defines how to diagnose and resolve problems related to the exchange of routing information by use of the Enhanced Interior Gateway Routing Protocol (EIGRP). Upon completing this lesson, the learner will be able to meet these objectives:

Apply your knowledge of EIGRP data structures to plan the gathering of necessary information as part of a structured approach to troubleshooting EIGRP routing problems

Apply your knowledge of the processes that EIGRP uses to exchange routing information to interpret and analyze the information that is gathered during an EIGRP troubleshooting process

Use Cisco IOS commands to gather information from the EIGRP data structures and track the flow of EIGRP routing information to troubleshoot EIGRP operation

 

Lesson 3: Lab 5-1 Debrief This lesson defines how to diagnose and resolve IP routing and EIGRP related problems using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 4: Troubleshooting OSPF This lesson defines how to diagnose and resolve problems related to the exchange of routing information by use of the Open

Shortest Path First (OSPF) routing protocol. Upon completing this lesson, the learner will be able to meet these objectives:

Apply your knowledge of OSPF data structures to plan the gathering of necessary information as part of a structured approach to troubleshooting OSPF routing problems

Apply your knowledge of the processes that OSPF uses to exchange network topology information within an area, to interpret and analyze the information that is gathered during an OSPF troubleshooting process

Apply your knowledge of the processes that OSPF uses to exchange network topology information between areas to interpret and analyze the information that is gathered during an OSPF troubleshooting process

Use Cisco IOS commands to gather information from the OSPF data structures and track the flow of OSPF routing information in order to troubleshoot OSPF operation

 

Lesson 5: Troubleshooting Route Redistribution This lesson defines how to diagnose problems related to route redistribution. Upon completing this lesson, the learner will be able to meet these objectives:

Describe the data structures and processes involved in route redistribution

Verify the correct operation of a route redistribution process

 

Lesson 6: Lab 5-2 Debrief This lesson defines how to diagnose and resolve problems related to OSPF and route redistribution using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 7: Troubleshooting BGP This lesson defines how to diagnose and resolve problems related to the exchange of routing information by use of the Border Gateway Protocol (BGP). Upon completing this lesson, the learner will be able to meet these objectives:

Apply your knowledge of BGP data structures to plan the gathering of necessary information as part of a structured approach to troubleshooting BGP routing problems

Apply your knowledge of the processes that BGP uses to exchange routing information to interpret and analyze the information that is gathered during a BGP troubleshooting process

Use Cisco IOS commands to gather information from the BGP data structures and track the flow of BGP routing information in order to troubleshoot BGP operation

 

Lesson 8: Lab 5-3 Debrief This lesson defines how to diagnose and resolve problems related to BGP. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 9: Troubleshooting Performance Problems on Routers This lesson defines how to diagnose performance problems on routers. Upon completing this lesson, the learner will be able to meet these objectives:

Use the IOS tools to analyze CPU usage

Use the IOS tools to analyze packet forwarding through a router

Use the IOS tools to analyze memory usage

 

Lesson 10: Lab 5-4 Debrief This lesson defines how to diagnose and resolve performance problems involving high CPU and memory utilization. Upon completing this lesson, the learner will be able to meet these objectives:

Review and verify your solution, as well as your findings and action log against a set of checkpoints provided by the instructor

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 11: Preview E-Learning on Troubleshooting NAT, DHCP, and Other Protocols This lesson defines how to display a list of real-world problems that occur with NAT, DHCP, and Other Protocols. Upon completing this lesson, the learner will be able to meet these objectives:

Preview E-Learning Products teaching how to troubleshoot NAT problems

Diagnose DHCP problems

Labs:

Lab 5-1: Layer 3 Connectivity and EIGRP

Lab 5-2: OSPF and Route Redistribution

Lab 5-3: Border Gateway Protocol (BGP)

Lab 5-4: Router Performance

 

Module 6: Maintaining and Troubleshooting Network Security Solutions Practice maintenance procedures and fault resolution in a secure infrastructure

 

Lesson 1: Troubleshooting Security Features This lesson defines how to diagnose problems related to security features implemented on routers and switches. Upon completing this lesson, the learner will be able to meet these objectives:

Describe the impact of security features on network troubleshooting

 

Lesson 2: Lab 6-1 Debrief This lesson defines how to diagnose and resolve problems related to access lists and authentication using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 3: Security Features Review This lesson defines how to diagnose and resolve problems related to IOS based security features. Upon completing this lesson, the learner will be able to meet these objectives:

Understand the general flow of troubleshooting transport layer / layer 4 problems

Understand the process of the stateful IOS firewall and the tools to verify its operation

Understand Authentication, Authorization and Accounting on IOS routers and switches

 

Lesson 4: Lab 6-2 Debrief This lesson defines how to diagnose and resolve problems related to security features embedded in the Cisco IOS software using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

 

Lesson 5: Preview of E-Learning products for Maintaining and Troubleshooting Network Applications Services and Troubleshooting Branch Office and Remote Worker ProblemsThis lesson defines how to display a list of real-world problems that occur with Network Applications Services and Branch Office and Remote Worker connectivity. Upon completing this lesson, the learner will be able to meet these objectives:

Preview E-Learning products teaching troubleshooting Applications Services Problems

Preview E-Learning products teaching troubleshooting of Branch Office and Remote Workers problems

Labs:

Lab 6-1: Introduction to Network Security

Lab 6-2: Cisco IOS Security Features

 

Module 7: Maintaining and Troubleshooting Integrated, Complex Enterprise NetworksPractice maintenance procedures and fault resolution problems in a complex environment

 

Lesson 1: Troubleshooting Complex Environments This lesson defines how to commence troubleshooting complex enterprise networks using a structured approach. Upon completing this lesson, the learner will be able to meet these objectives:

List the key lessons learned about network maintenance and troubleshooting tasks during previous labs

Initiate the capstone lab in order to practice troubleshooting in a complex environment and be assessed on the skills acquired during this course

 

Lesson 2: Lab 7-1 Debrief This lesson defines how to diagnose and resolve network problems in a complex environment using a structured, methodical approach. Upon completing this lesson, the learner will be able to meet these objectives:

Compare your solution, findings, and action log against a set of checkpoints provided by the instructor and identify common and alternative solutions

Consolidate the lessons learned during the review discussions into a set of best practice methods and commands to aid you in future troubleshooting procedures

Lab:

Lab 7-1: Troubleshooting Complex Environments

• Channel Partner / Reseller
• Customer
• Employee

The knowledge and skills that a learner must have before attending this course are as follows:

• Cisco CCNA® certification
• Knowledge and experience of the implementation and verification of enterprise routing and switching technologies as offered by the Implementing Cisco IP Switched Networks(SWITCH) and Implementing Cisco IP Routing (ROUTE) courses or equivalent skills and knowledge
• Note: In addition to CCNA certification it is recommended that the learner has practical experience in installing, operating and maintaining Cisco routers and switches in an enterprise environment.