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

ICTTEN604 Mapping and Delivery Guide
Coordinate fault rectification and restoration of service following network outages

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTTEN604 - Coordinate fault rectification and restoration of service following network outages
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to identify, analyse and resolve service faults by coordinating fault rectification. It describes strategies for dealing with customers, operational staff and associated system restoration.It applies to individuals who have high-level technical skills and appropriate authority to coordinate activities of maintenance personnel and oversee compliance issues associated with service level agreements.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 should be typical of those experienced in the telecommunications networks engineering field of work and include access to:

sites where fault rectification and restoration of service may be conducted

testing equipment currently used in industry

manufacturer's and enterprise documentation.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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: Prepare for restoration of client services
  • Evaluate relevant data to determine the nature of the fault and extent of the outage
  • Assess impact of the fault on network and clients, and establish priority of actions to be taken
  • Analyse alarm and other network data and record details according to contractual agreements and enterprise policy
  • Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer
  • Provide a central point for all rectification and restoration activity and information, to coordinate action and progress
  • Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients
  • Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met
       
Element: Implement action plan for fault rectification and service restoration
  • Notify all relevant personnel and departments involved in the outage, according to enterprise policy
  • Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur
  • Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy
  • Manage repair activity with appropriate technical support and adjust resource allocations or escalate if required to ensure effective restoration of network services within a specified timeline
  • Reset alarms and restore services to normal network configuration
  • Test and monitor network activity on recovery to certify effective fault clearance and service restoration
       
Element: Finalise administrative tasks
  • Complete administrative tasks according to enterprise instructions
  • Notify customers of fault rectification and service restoration according to service level agreement
       


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. Prepare for restoration of client services

1.1 Evaluate relevant data to determine the nature of the fault and extent of the outage

1.2 Assess impact of the fault on network and clients, and establish priority of actions to be taken

1.3 Analyse alarm and other network data and record details according to contractual agreements and enterprise policy

1.4 Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer

1.5 Provide a central point for all rectification and restoration activity and information, to coordinate action and progress

1.6 Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients

1.7 Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met

2. Implement action plan for fault rectification and service restoration

2.1 Notify all relevant personnel and departments involved in the outage, according to enterprise policy

2.2 Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur

2.3 Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy

2.4 Manage repair activity with appropriate technical support and adjust resource allocations or escalate if required to ensure effective restoration of network services within a specified timeline

2.5 Reset alarms and restore services to normal network configuration

2.6 Test and monitor network activity on recovery to certify effective fault clearance and service restoration

3. Finalise administrative tasks

3.1 Complete administrative tasks according to enterprise instructions

3.2 Notify customers of fault rectification and service restoration according to service level agreement

Evidence of ability to:

prepare an action plan to manage fault rectification and service restoration

coordinate implementation of action plan and manage repair activities

apply escalation procedures

finalise the administrative and notification processes.

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:

outline alarm conditions and areas of the network or service they impact

clarify connections to carrier infrastructure or equipment

summarise customer care and service level agreements and policies

outline electrical and optical principles underpinning telecommunications

summarise escalation procedures and list appropriate tier level contacts

summarise legislation and licensing requirements surrounding installation of telecommunications equipment

describe network and transmission equipment faults

outline work health and safety (WHS) requirements and work practices relevant to fault rectification

explain power requirements and electrical safety

outline protection switching

list telecommunications applications and related equipment

provide a detailed list of relevant test equipment

outline transmission hierarchy and switching principles

summarise typical performance parameters and faults that may be encountered.

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. Prepare for restoration of client services

1.1 Evaluate relevant data to determine the nature of the fault and extent of the outage

1.2 Assess impact of the fault on network and clients, and establish priority of actions to be taken

1.3 Analyse alarm and other network data and record details according to contractual agreements and enterprise policy

1.4 Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer

1.5 Provide a central point for all rectification and restoration activity and information, to coordinate action and progress

1.6 Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients

1.7 Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met

2. Implement action plan for fault rectification and service restoration

2.1 Notify all relevant personnel and departments involved in the outage, according to enterprise policy

2.2 Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur

2.3 Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy

2.4 Manage repair activity with appropriate technical support and adjust resource allocations or escalate if required to ensure effective restoration of network services within a specified timeline

2.5 Reset alarms and restore services to normal network configuration

2.6 Test and monitor network activity on recovery to certify effective fault clearance and service restoration

3. Finalise administrative tasks

3.1 Complete administrative tasks according to enterprise instructions

3.2 Notify customers of fault rectification and service restoration according to service level agreement

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
Evaluate relevant data to determine the nature of the fault and extent of the outage 
Assess impact of the fault on network and clients, and establish priority of actions to be taken 
Analyse alarm and other network data and record details according to contractual agreements and enterprise policy 
Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer 
Provide a central point for all rectification and restoration activity and information, to coordinate action and progress 
Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients 
Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met 
Notify all relevant personnel and departments involved in the outage, according to enterprise policy 
Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur 
Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy 
Manage repair activity with appropriate technical support and adjust resource allocations or escalate if required to ensure effective restoration of network services within a specified timeline 
Reset alarms and restore services to normal network configuration 
Test and monitor network activity on recovery to certify effective fault clearance and service restoration 
Complete administrative tasks according to enterprise instructions 
Notify customers of fault rectification and service restoration according to service level agreement 

Forms

Assessment Cover Sheet

ICTTEN604 - Coordinate fault rectification and restoration of service following network outages
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

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Assessor name:

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Assessment Record Sheet

ICTTEN604 - Coordinate fault rectification and restoration of service following network outages

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:

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