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Evidence Guide: ICANWK302A - Identify and resolve network problems

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICANWK302A - Identify and resolve network problems

What evidence can you provide to prove your understanding of each of the following citeria?

Determine client requirements and identify if problem exists

  1. Log calls from help-desk support staff
  2. Determine and document problem based on client requirements
Log calls from help-desk support staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and document problem based on client requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine whether problem is covered by policy

  1. Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements
  2. Provide assistance according to organisational guidelines
Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance according to organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out maintenance support on identified problem

  1. Conduct diagnostic tests around identified problem
  2. Complete maintenance according to organisational guidelines
  3. Obtain new components as part of the resolution, where necessary
  4. Store or dispose of components according to organisational guidelines and environmental guidelines
Conduct diagnostic tests around identified problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete maintenance according to organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain new components as part of the resolution, where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Store or dispose of components according to organisational guidelines and environmental guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare maintenance report and confirm solution

  1. Prepare maintenance report according to organisational guidelines and support agreements
  2. Refer unresolved maintenance requirements to appropriate higher level service area
  3. Follow up with the client to determine solution success and close the report
Prepare maintenance report according to organisational guidelines and support agreements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer unresolved maintenance requirements to appropriate higher level service area

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up with the client to determine solution success and close the report

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

document network-related problems and determine the required resources

solve client problems or escalate the problem according to organisational guidelines

maintain the network with minimal disruption to clients.

Context of and specific resources for assessment

Assessment must ensure access to:

network

hardware

diagnostic tools, components and software

records and reports

organisational guidelines and procedures

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate:

identifying client problem and verifying the scope of support agreements

conducting diagnostic tests and carrying out maintenance support

verbal or written questioning to assess candidate’s knowledge of organisational escalation procedures

review of documentation provided by candidate about client’s problem and maintenance requirements.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Required Skills and Knowledge

Required skills

communication skills to:

follow up with client

provide assistance according to organisational guidelines

provide clear and precise advice when logging calls from help-desk support staff

literacy skills to:

document initial problem and recommendations to solve problem

prepare maintenance report in line with organisational guidelines and support agreements

problem-solving skills to:

determine problems based on diagnostic tests

solve unknown problems in a range of contexts

team participation skills to escalate maintenance

technical skills to undertake maintenance tasks

Required knowledge

environmentally sound recycling and disposal procedures

networking procedures, including:

call logging

contracting and maintenance requirements

problem escalation procedures

inventory processes

network operating systems

organisational information relating to network problems

technical support agreements

features and functions of technical systems.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Problem may include:

issues affecting immediate work environment:

servers

workstations

routine and non-routine problems.

Client may include:

employees

external organisations

individuals

internal departments.

Support agreements may include:

cost

performance from escalated support levels

replacement

time

warranty.

Organisational guidelines may include:

client-liaison policy

contracting arrangements relating to IT purchasing

logged call procedures

maintenance agreements

preventative maintenance and diagnostic policy

security procedures

warranties.

Components may include:

CD and DVD drives

central processing unit (CPU)

complementary metal oxide semiconductor (CMOS) battery

fax or modem cards

interface cards

motherboards

power supply

random access memory (RAM).

Environmental guidelines may include:

appropriate disposal or recycling of e-waste:

cathode ray tube (CRT) monitors

printed circuit boards

redundant hardware

recycling of packaging:

cardboard

paper

polystyrene.

Maintenance requirements may include:

on-site response

remote diagnostics

return to depot.

Solution may include:

hardware:

new

upgrade

implementing a new system

software:

new

upgrades

user training.