Unit of competency Outline

Date retreived
22/07/2026 10:50 AM AWST

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Rectify client services following network outages and faults

Rectify client services following network outages and faults

Unit of competency
National Code
ICTTEN616
State Code
OCV64
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/01/2021
View on TGA
State Implementation and Classification
Approved Date
29/03/2021
Field of Education
020113 - Networks And Communications
Original Release Date
29/03/2021
Nominal Hours
120
Description
This unit describes the skills and knowledge required to identify, analyse and resolve service faults by coordinating fault rectification, following network outages. It describes strategies for dealing with customers, operational staff and associated system restoration.It applies to individuals who have high-level technical skills and relevant authority to coordinate activities of maintenance personnel and oversee compliance issues associated with service level agreements.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Plan to rectify client services following network outages and faults
  • 1.1 Obtain work details and scope from relevant personnel and arrange for site access in compliance with required security arrangements, legislation, codes, regulations and standards
  • 1.2 Evaluate required data and determine the nature of the fault and extent of the outage
  • 1.3 Assess impact of the fault on network and customers, and establish priority of required actions
  • 1.4 Analyse system monitoring alerts, alarms and required network data and record details according to contractual agreements and enterprise policy
  • 1.5 Prepare action plan to manage fault rectification and restoration, minimising impact on network and customers
  • 1.6 Provide a central point for all rectification activity, information, actions and progress
  • 1.7 Prioritise service restoration based on assessment of contractual arrangements and service-level client agreements
  • 1.8 Negotiate with client’s account manager regarding repair arrangements, where service-level agreements cannot be met
2. Implement plan to rectify client services following network outages and faults
  • 2.1 Notify all relevant personnel and departments involved in the outage according to enterprise policy
  • 2.2 Isolate and monitor affected system monitoring alerts and alarms and confirm no additional problems have occurred
  • 2.3 Correct fault according to required plans and enterprise policy
  • 2.4 Manage repair activity with required technical support and adjust resource allocations and confirm effective restoration of network services
  • 2.5 Reset system monitoring alerts and 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 Document activities carried out to rectify client services according to enterprise requirements
  • 3.2 Notify customers of fault rectification and service restoration according to service-level agreement
No information
No information
Replaces
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
BGJ5 ICT60220 Advanced Diploma of Information Technology Qualification