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

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

 

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

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

Prepare for restoration of client services

  1. Evaluate relevant data to determine the nature of the fault and extent of the outage
  2. Assess impact of the fault on network and clients, and establish priority of actions to be taken
  3. Analyse alarm and other network data and record details according to contractual agreements and enterprise policy
  4. Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer
  5. Provide a central point for all rectification and restoration activity and information, to coordinate action and progress
  6. Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients
  7. Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met
Evaluate relevant data to determine the nature of the fault and extent of the outage

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement action plan for fault rectification and service restoration

  1. Notify all relevant personnel and departments involved in the outage, according to enterprise policy
  2. Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur
  3. Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy
  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
  5. Reset alarms and restore services to normal network configuration
  6. Test and monitor network activity on recovery to certify effective fault clearance and service restoration
Notify all relevant personnel and departments involved in the outage, according to enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reset alarms and restore services to normal network configuration

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise administrative tasks

  1. Complete administrative tasks according to enterprise instructions
  2. Notify customers of fault rectification and service restoration according to service level agreement
Complete administrative tasks according to enterprise instructions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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. 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

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. 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.