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Evidence Guide: ICTNWK532 - 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

 

ICTNWK532 - 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

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

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. 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.