Unit of competency Outline
Date retreived
22/07/2026 1:26 AM AWST
22/07/2026 1:26 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Coordinate fault rectification and restoration of service following network outages
Coordinate fault rectification and restoration of service following network outages
Unit of competency
National Code
ICTTEN6044A
ICTTEN6044A
State Code
D3496
D3496
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
12/06/2014
Field of Education
031307 - Communications Technologies
Original Release Date
12/06/2014
Nominal Hours
120
Description
This unit describes the performance outcomes, skills and knowledge required to identify, analyse and resolve service faults by coordinating fault rectification. It describes strategies for dealing with customers, operational staff and associated system restoration.Network faults in service provider Core and Access Networks impact on services provided to customers.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
Notes
Elements and Performance Criteria
1. Prepare for restoration of client services
- 1.1. Evaluate relevant data to determine the nature of the fault and the 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 the details according to contractual agreements and enterprise policy
- 1.4. Prepare an action plan to manage the 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 upon 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
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.
Relevant data may include:
alarm urgency
client reports
environmental factors
historical data
industry and vendor
network operations centre (NOC) reports
service level degradation
technical reports
test results from remote interrogation.
Nature of the fault may include:
distributed denial of service (DDoS) attack
failure of transmission equipment
fibre cut
radio frequency interference
return path amplifier failure in hybrid fibre coaxial (HFC) network
satellite transponder failure
uninterruptible power supply (UPS) failure.
Impact may include:
customer impact:
disruption of service to residential customers
intermittent performance
loss of service and revenue to an enterprise
network impact:
call drop out
congestion
errors
excessive latency
limited mobile phone coverage
no transmission
poor grade of service (GoS)
poor signal quality
routing problems.
Details may include:
duration of outage
geographical footprint of service problems
initial time of outage
outcome of automatic switch-over to standby equipment
services impacted.
Action plan may include:
contingency plan
engage additional services
engage additional technical support
manual switchover to redundant path
monitor and amend procedures
provision of standby equipment.
Central point may include:
network operations centre
network operations manager
outage coordinator.
Service level agreements may include:
amount of scheduled maintenance
compensation
guaranteed uptime
levels of availability
performance
technical response to faults.
Relevant personnel and departments may include:
client
design engineer
NOC
on site technical staff
other installations sharing same network traffic
project manager
specialist technical support staff.
Outage may be:
planned outage in the case of network upgrade
unplanned outage as a result of a network failure or emergency disruption to service.
Escalate may refer to:
greater involvement from the NOC specialist personnel
requesting vendor specialist technical support.
Test and monitor may include:
alarm monitoring
congestion activity report
fault incidence report
network management report
traffic flow measurements.
Administrative tasks may include:
analysing trending data
completing test sheets
logging test instrument usage
recording problems identified during repair process
undertaking cause and effect studies
updating database or system log with repair details.
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.
Relevant data may include:
alarm urgency
client reports
environmental factors
historical data
industry and vendor
network operations centre (NOC) reports
service level degradation
technical reports
test results from remote interrogation.
Nature of the fault may include:
distributed denial of service (DDoS) attack
failure of transmission equipment
fibre cut
radio frequency interference
return path amplifier failure in hybrid fibre coaxial (HFC) network
satellite transponder failure
uninterruptible power supply (UPS) failure.
Impact may include:
customer impact:
disruption of service to residential customers
intermittent performance
loss of service and revenue to an enterprise
network impact:
call drop out
congestion
errors
excessive latency
limited mobile phone coverage
no transmission
poor grade of service (GoS)
poor signal quality
routing problems.
Details may include:
duration of outage
geographical footprint of service problems
initial time of outage
outcome of automatic switch-over to standby equipment
services impacted.
Action plan may include:
contingency plan
engage additional services
engage additional technical support
manual switchover to redundant path
monitor and amend procedures
provision of standby equipment.
Central point may include:
network operations centre
network operations manager
outage coordinator.
Service level agreements may include:
amount of scheduled maintenance
compensation
guaranteed uptime
levels of availability
performance
technical response to faults.
Relevant personnel and departments may include:
client
design engineer
NOC
on site technical staff
other installations sharing same network traffic
project manager
specialist technical support staff.
Outage may be:
planned outage in the case of network upgrade
unplanned outage as a result of a network failure or emergency disruption to service.
Escalate may refer to:
greater involvement from the NOC specialist personnel
requesting vendor specialist technical support.
Test and monitor may include:
alarm monitoring
congestion activity report
fault incidence report
network management report
traffic flow measurements.
Administrative tasks may include:
analysing trending data
completing test sheets
logging test instrument usage
recording problems identified during repair process
undertaking cause and effect studies
updating database or system log with repair details.
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:
prepare an action plan to manage fault rectification and service restoration
coordinate implementation of action plan and manage repair activities
apply escalation procedures.
Context of and specific resources for assessment
Assessment must ensure:
sites where fault rectification and restoration of service may be conducted
use of testing equipment currently used in industry
manufacturer's and enterprise documentation.
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 the candidate planning and conducting coordination tasks for fault rectification
review of service restoration plans completed by the candidate
oral or written questioning to assess required knowledge.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTTEN6045A Implement planned network changes with minimal impact to the customer.
Aboriginal people and other people from a non English speaking background may have second language issues.
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
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:
prepare an action plan to manage fault rectification and service restoration
coordinate implementation of action plan and manage repair activities
apply escalation procedures.
Context of and specific resources for assessment
Assessment must ensure:
sites where fault rectification and restoration of service may be conducted
use of testing equipment currently used in industry
manufacturer's and enterprise documentation.
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 the candidate planning and conducting coordination tasks for fault rectification
review of service restoration plans completed by the candidate
oral or written questioning to assess required knowledge.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTTEN6045A Implement planned network changes with minimal impact to the customer.
Aboriginal people and other people from a non English speaking background may have second language issues.
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWC99 | ICTTEN604 | Coordinate fault rectification and restoration of service following network outages | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W817 | ICT60110 | Advanced Diploma of Optical Networks | Qualification |