Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICTNWK532 Mapping and Delivery Guide
Identify and resolve network problems

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTNWK532 - Identify and resolve network problems
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to troubleshoot local area network (LAN), wide area network (WAN) and wireless network problems.It applies to individuals such as network managers, network engineers and technical specialists who generally work independently with limited supervision. Staff at this level perform a broad range of problem-solving activities, including troubleshooting, evaluating and analysing networks, and planning and developing new systems and procedures.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the network industry, and include access to:

a live system and sites with a representative range of network environments and operating systems

technical records and documentation

management information base of accumulated fault resolution information

network support tools.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Implement regular network monitoring
  • Set up appropriate logs to monitor network activity and to produce a management information base (MIB)
  • Use network tools to benchmark the network and to establish a reference point for network performance
  • Identify critical activity levels and network capacity
  • Regularly review documents and logs to facilitate network tuning
  • Make recommendations to management for additional network resources to improve performance or to proactively avoid problems
       
Element: Troubleshoot network problems
  • Communicate with help desk and other support services to quickly identify network problems
  • Use various tools and knowledge of network topology and protocols to identify network problems
  • Consult with vendor or service suppliers for assistance where appropriate
       
Element: Diagnose network faults
  • Establish likely fault hierarchy using data from previous resolution attempts
  • Progressively isolate fault with concurrent testing of fault presence
  • Document steps taken to resolve fault
  • Refer fault to a higher level if not resolved within organisational limits
       
Element: Rectify faults
  • Isolate and repair, replace and reconfigure equipment or software
  • Test network to ensure fault rectification
  • Advise users and clients of progress and solutions in a timely manner
  • Complete support documentation
       
Element: Finalise fault rectification process
  • Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements
  • Report to client with fault resolution and recommendations
  • Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements
  • Forward necessary documentation to the appropriate person
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Implement regular network monitoring

1.1 Set up appropriate logs to monitor network activity and to produce a management information base (MIB)

1.2 Use network tools to benchmark the network and to establish a reference point for network performance

1.3 Identify critical activity levels and network capacity

1.4 Regularly review documents and logs to facilitate network tuning

1.5 Make recommendations to management for additional network resources to improve performance or to proactively avoid problems

2. Troubleshoot network problems

2.1 Communicate with help desk and other support services to quickly identify network problems

2.2 Use various tools and knowledge of network topology and protocols to identify network problems

2.3 Consult with vendor or service suppliers for assistance where appropriate

3. Diagnose network faults

3.1 Establish likely fault hierarchy using data from previous resolution attempts

3.2 Progressively isolate fault with concurrent testing of fault presence

3.3 Document steps taken to resolve fault

3.4 Refer fault to a higher level if not resolved within organisational limits

4. Rectify faults

4.1 Isolate and repair, replace and reconfigure equipment or software

4.2 Test network to ensure fault rectification

4.3 Advise users and clients of progress and solutions in a timely manner

4.4 Complete support documentation

5. Finalise fault rectification process

5.1 Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements

5.2 Report to client with fault resolution and recommendations

5.3 Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements

5.4 Forward necessary documentation to the appropriate person

Evidence of the ability to:

produce a management information base

benchmark the network performance

troubleshoot and rectify network problems

provide constant monitoring and tuning of the network

review fault resolution and make recommendations.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

explain current industry accepted hardware, cabling and software products, including general features and capabilities

summarise organisational maintenance response-level escalation procedures

outline the client business domain, including client organisation structure and business functionality

summarise network management tools, including the general features and capabilities, with substantial depth in troubleshooting areas

outline network topologies

summarise networking technologies, their features and capabilities, including those relating to:

protocol stacks of transmission control protocol or internet protocol (TCP/IP)

open system interconnection (OSI)

identify and summarise the importance of the key organisations that oversee internet protocols

identify and describe network protocols.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Implement regular network monitoring

1.1 Set up appropriate logs to monitor network activity and to produce a management information base (MIB)

1.2 Use network tools to benchmark the network and to establish a reference point for network performance

1.3 Identify critical activity levels and network capacity

1.4 Regularly review documents and logs to facilitate network tuning

1.5 Make recommendations to management for additional network resources to improve performance or to proactively avoid problems

2. Troubleshoot network problems

2.1 Communicate with help desk and other support services to quickly identify network problems

2.2 Use various tools and knowledge of network topology and protocols to identify network problems

2.3 Consult with vendor or service suppliers for assistance where appropriate

3. Diagnose network faults

3.1 Establish likely fault hierarchy using data from previous resolution attempts

3.2 Progressively isolate fault with concurrent testing of fault presence

3.3 Document steps taken to resolve fault

3.4 Refer fault to a higher level if not resolved within organisational limits

4. Rectify faults

4.1 Isolate and repair, replace and reconfigure equipment or software

4.2 Test network to ensure fault rectification

4.3 Advise users and clients of progress and solutions in a timely manner

4.4 Complete support documentation

5. Finalise fault rectification process

5.1 Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements

5.2 Report to client with fault resolution and recommendations

5.3 Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements

5.4 Forward necessary documentation to the appropriate person

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Set up appropriate logs to monitor network activity and to produce a management information base (MIB) 
Use network tools to benchmark the network and to establish a reference point for network performance 
Identify critical activity levels and network capacity 
Regularly review documents and logs to facilitate network tuning 
Make recommendations to management for additional network resources to improve performance or to proactively avoid problems 
Communicate with help desk and other support services to quickly identify network problems 
Use various tools and knowledge of network topology and protocols to identify network problems 
Consult with vendor or service suppliers for assistance where appropriate 
Establish likely fault hierarchy using data from previous resolution attempts 
Progressively isolate fault with concurrent testing of fault presence 
Document steps taken to resolve fault 
Refer fault to a higher level if not resolved within organisational limits 
Isolate and repair, replace and reconfigure equipment or software 
Test network to ensure fault rectification 
Advise users and clients of progress and solutions in a timely manner 
Complete support documentation 
Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements 
Report to client with fault resolution and recommendations 
Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements 
Forward necessary documentation to the appropriate person 

Forms

Assessment Cover Sheet

ICTNWK532 - Identify and resolve network problems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICTNWK532 - Identify and resolve network problems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: