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Evidence Guide: ICANWK532A - 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

 

ICANWK532A - Identify and resolve network problems

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

Implement regular network monitoring

  1. Set up appropriate logs to monitor network activity and to produce a management information base (MIB)
  2. Use network tools to benchmark the network and to establish a reference point for network performance
  3. Identify critical activity levels and network capacity
  4. Regularly review documents and logs to facilitate network tuning
  5. Make recommendations to management for additional network resources to improve performance or to proactively avoid problems
Set up appropriate logs to monitor network activity and to produce a management information base (MIB)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify critical activity levels and network capacity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly review documents and logs to facilitate network tuning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Troubleshoot network problems

  1. Communicate with help desk and other support services to quickly identify network problems
  2. Use various tools and knowledge of network topology and protocols to identify network problems
  3. Consult with vendor or service suppliers for assistance where appropriate
Communicate with help desk and other support services to quickly identify network problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with vendor or service suppliers for assistance where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Diagnose network faults

  1. Establish likely fault hierarchy using data from previous resolution attempts
  2. Progressively isolate fault with concurrent testing of fault presence
  3. Document steps taken to resolve fault
  4. Refer fault to a higher level if not resolved within organisational limits
Establish likely fault hierarchy using data from previous resolution attempts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Progressively isolate fault with concurrent testing of fault presence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document steps taken to resolve fault

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Rectify faults

  1. Isolate and repair, replace and reconfigure equipment or software
  2. Test network to ensure fault rectification
  3. Advise users and clients of progress and solutions in a timely manner
  4. Complete support documentation
Isolate and repair, replace and reconfigure equipment or software

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Test network to ensure fault rectification

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete support documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise fault rectification process

  1. Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements
  2. Report to client with fault resolution and recommendations
  3. Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements
  4. Forward necessary documentation to the appropriate person
Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report to client with fault resolution and recommendations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward necessary documentation to the appropriate person

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:

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.

Context of and specific resources for assessment

Assessment must ensure access to:

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

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 undertaking network benchmarking activities

direct observation of candidate performing network testing to ensure fault rectification

review fault resolution documentation and recommendations

verbal or written questioning to assess candidate’s knowledge of the troubleshooting and monitoring facilities available in the operating environment.

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

analytical skills to identify, analyse and evaluate support issues and network problems

communication skills to:

communicate with help desk

consult with vendors

literacy skills to:

interpret technical documentation, equipment manuals and specifications

record findings and write reports

planning skills to manage projects to scope, time, cost, quality, communications and risk management

problem-solving skills to solve operational problems arising

technical skills to use:

benchmarking techniques

current industry-accepted hardware and software

network management tools.

Required knowledge

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

detailed knowledge of organisational maintenance response level escalation procedures

client business domain, including client organisation structure and business functionality

network management tools, with broad knowledge of general features and capabilities, with substantial depth in troubleshooting areas

network topologies

networking technologies and broad knowledge of their features and capabilities, including those relating to:

protocol stacks of transmission control protocol or internet protocol (TCP/IP) and open system interconnection (OSI)

Institute of Electrical and Electronics Engineers (IEEE)

International Telecommunications Union (ITU)

Internet Engineering Task Force (IETF)

protocols, such as ethernet, AppleTalk, Novell, Linux or Unix.

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.

Network may include:

data

digital subscriber line (DSL) connections

internet

large and small LANs

private lines

use of the public switched telephone network (PSTN) for dial-up modems only

voice

virtual private networks (VPNs)

WANs

wireless networks.

Network tools may include:

cable testing

carrier connection tests

data and voice integration measurements

equipment testing

frequency analysers

network performance software

policing and shaping tools.

Network topology may include:

bus

hierarchical

hybrid

ring

star.

Protocols may include:

AgentX

CMIP over TCP/IP

common management information protocol (CMIP)

ethernet

internet protocol (IP)

simple network management protocol (SNMP):

SNMPv1

SNMPv2

SNMPv2c

SNMPv2u

SNMPv3

transport control protocol (TCP)

user datagram protocol (UDP).

Users may include:

employees

external organisations

individuals

internal departments.

Documentation may follow:

audit trails

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards

naming standards

project management templates

report writing principles

version control.

Appropriate person may include:

chief information officer (CIO)

project manager

subject matter expert

supervisor

system administrator.