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Evidence Guide: ICTNWK302 - Determine and action 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

 

ICTNWK302 - Determine and action 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 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 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Determine client requirements and identify if problem exists

1.1 Log calls from help-desk support staff

1.2 Determine and document problem based on client requirements

2. Determine whether problem is covered by policy

2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements

2.2 Provide assistance according to organisational guidelines

3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem

3.2 Complete maintenance according to organisational guidelines

3.3 Obtain new components as part of the resolution, where necessary

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

4. Prepare maintenance report and confirm solution

4.1 Prepare maintenance report according to organisational guidelines and support agreements

4.2 Refer unresolved maintenance requirements to appropriate higher level service area

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

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Determine client requirements and identify if problem exists

1.1 Log calls from help-desk support staff

1.2 Determine and document problem based on client requirements

2. Determine whether problem is covered by policy

2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements

2.2 Provide assistance according to organisational guidelines

3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem

3.2 Complete maintenance according to organisational guidelines

3.3 Obtain new components as part of the resolution, where necessary

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

4. Prepare maintenance report and confirm solution

4.1 Prepare maintenance report according to organisational guidelines and support agreements

4.2 Refer unresolved maintenance requirements to appropriate higher level service area

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

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.

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 environmentally sound recycling and disposal procedures

identify and summarise common networking procedures for:

call logging

contracting and maintenance requirements

problem escalation procedures

outline inventory processes

describe technical features and functions of network hardware and software systems

describe common network problems relating to organisational information

describe agreements used for technical support.