In many cases the problem is reported by an end user. The information may often be vague or misleading, such as, “The network is down” or “I cannot access my email”. In these cases, the problem must be better defined. This may require asking questions of the end users.
Use effective questioning techniques when asking the end users about a network problem they may be experiencing. This will help you to get the information required to document the symptoms of a problem. The table in the figure provides some guidelines and end-user example questions.