Network users reported that a recent firmware upgrade to a firewall did not resolve the issue that prompted the upgrade. Which of the following should be performed NEXT?
A.
Reopen the service ticket, request a new maintenance window, and roll back to the anterior firmware version.
B.
Gather additional information to ensure users' concerns are not been caused by a different issue with similar symptoms.
C.
Employ a divide-and-conquer troubleshooting methodology by engaging the firewall vendor's support.
D.
Escalate the issue to the IT management team in order to negotiate a new SLA with the user's manager.
B. Gather additional information to ensure users' concerns are not being caused by a different issue with similar symptoms.
Before taking any action, it's important to gather more information to determine if the issue is indeed the same as the original one that prompted the firmware upgrade or if it's a different issue with similar symptoms. It's possible that the upgrade may have resolved the original issue but a new issue has arisen that is causing similar symptoms. By gathering additional information, the IT team can narrow down the cause of the problem and determine the appropriate next steps.
I think A and D can be ruled out, you wouldn’t negotiate a new SLA or roll back the upgraded firmware. I would go with B here. If the firewall firmware was thought to be the initial problem and so they upgraded it, and this didn’t resolve the issue, it is less likely this is the actual problem. The best NEXT step would be to gather additional information to ensure users' concerns are not been caused by a different issue with similar symptoms. Afterwards you would have a better idea of whether it's a different issue or if it's time to engage the firewalls vendor support. Happy to be shown to be wrong, but this is my thinking.
Hmm - not sure about A. I don't see the use of rolling back to the old firmware -> the issue would still be there. I personally would now involve the firewall vendors technicians. So I would go with C.
I think that should be the second step, after trying to identify other issues that would cause the same problems as those that the upgrade was supposed to solve. If that leads to nothing, escalate to the vendor.
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