ICTICT304 Implement system software changes LMS 2

Skills Assessment

Unit code, name
ICTNWK302 - Determine and action network problems (1)
Qualification/Course code, name
ICT30118 - Certificate III in Information, Digital Media and Technology (2)
TAFE NSW

Assessment instructions

Table 1 Assessment instructions

Specific task instructions

Before you start this assessment, go to the Cisco Packet Tracer website.

To download and use Packet Tracer, you need to register with Networking Academy and complete the course (approximately 10 hours). Follow these steps:

1. Click the 'Enroll to Download Packet Tracer' button
2. Enroll in the Introduction to Packet Tracer course
3. Complete your Networking Academy registration
4. Launch the Introduction to Packet Tracer course
5. Download instructions are found within the course

Complete the assessment using twoPacket Tracer Simulation files.

1. Create a folder called Firstname_Lastname_ddmmyyyy (for example John_Smith_09122019)
2. Copy the two simulation files to the above folder.
3. Rename the simulation files in the following format:

Note: The number referred to as XXXXXXXXXX is your TAFE student number.

1. ICTNWK305_Incident1_XXXXXXXXX
2. ICTNWK305_Incident2_ XXXXXXXXX

4. Double click on the packet tracer simulation tracer file to open it. If there are any pop-up screens, you need to say YES/OK. You will also be prompted to login with Cisco Networking Academy credentials.
5. You need to document everything related to solving the incidents provided, including all diagnostic tasks and configuration tasks in the help desk system provided.
6. Extracts of incident reporting instructions are given in Part 1. This also includes information on how to use the help desk system to report incidents.

To complete Part 2 and Part 3 of this assessment, you are required to participate in a practical demonstration of logging, recording and solving an incident.

You are required to record your demonstrations as evidence using screenshots.

Your responses will be used as part of the overall evidence requirements of the unit.

You should refer to the list of criteria in the Observation Checklist in Part 5 to understand what you need to demonstrate in this section of the assessment. This Checklist outlines the assessment criteria used to assess your performance.

Once completed you will need to submit this assessment and the tasks and activities you are required to complete to your assessor for marking according to the instructions given in Part 4.

Part 1: Incident Reporting Procedure/Guidelines

Requestor contacts help desk if appropriate via phone, email, voice mail or conference call. The help desk receives the request issue from user and enters all information related into the ABC Company’s help desk System (SysAid).

Call logging procedure

1. Open help desk system from your browser (your assessor will provide a URL).
2. Enter Username and Password to Log in to the help desk system SysAid.

(Username: yourfirstname, Password: password)

3. Click on Service Desk à Incidents à Add New Service Record

4. In the Submit Incident window, leave the Sub Type as Default
5. Choose the Category details as appropriate to the current incident.
6. The Title should be in the following format: Incident#-Device-Issue

For example: If you are Bob who is currently looking at incident1, the device concerned is tablet-A and the issue is related to internet connectivity, then the title should be as follows:

Incident1-tabletA-InternetConnectivity

Maintenance completion guidelines after identifying the problem

1. Clearly describe the problem in the Description section of the relevant incident report
2. Enter the appropriate Status
3. Enter the appropriate Urgency
4. Enter the appropriate Impact
5. Enter the appropriate Priority
6. Ensure the correct device concerned with the issue is selected as the Asset (example: workstation, server, printer etc…)
7. Enter the details of the person submitting/documenting the incident(usually yourself) as Submit User
8. Submit the details of the user who requested the issue to be resolved as Request User.
9. Enter details of the Support Officer handling the issue as Assigned to:
10. Leave Parent ID
11. Record all details related to solving the problem in the Solutions Tab
12. Attachments: here you should attach any evidence/screenshots of solving the problem.
13. Finally ensure you have saved the incident record. A Successful save would result in getting a unique Incident Number.

Part 2: Practical – incident 1

Incident scenario: You have received a help desk call from Jason Brown.

“Hi! My name is Jason Brown and my computer is PC-C. I’m currently having trouble accessing the internet from my Tablet-C. Another person in my team also received a new Tablet-D and he has no problems accessing the internet. Can you please fix my Tablet-C, so that I have internet access?”

1. Login to the help desk system and create a new incident report for the above incident
   1. Document details regarding the incident. Ensure that you follow all incident reporting instructions provided to you. Note: Do not document any solution information at this stage as the problem is not solved yet.
   2. Save the incident record. Make a note of the incident number allocated to the record you created in the system: __________________________________

2. Open the ICTNWK302_Incident1 packet tracer simulation file. Assume that you are the support officer assigned to solve the client issue and do the following:
   1. Perform necessary diagnostic tasks to find the problem.
   2. Document each diagnostic task you performed in the incident report.

3. Once you have identified what the problem is, do the following:
   1. Take the necessary action to solve the problem identified and maintain the network service according to any relevant organisational policy.
   2. Reflect on and document your actions (solution and resolution) in the Solutions tab of the incident report in the help desk system, and discuss any future improvements that could be made to resolve similar future issues

Note: A resolution can be used as a future reference to solve the same issue if reported.

1. Make relevant notes on the incident report to indicate that minimal disruption to clients have been considered when performing the above maintenance tasks.

4. Take a screenshot as evidence of solving the problem.
   1. Save the screenshot with a meaningful name
   2. Attach the screenshot to the incident report in the help desk system.

5. If you managed to solve the incident, ensure that the incident status is changed accordingly.

Part 3: Practical – incident 2

Incident scenario: You have received a help desk call from Mary Jane.

“Hi! My name is Mary Jane from HR department and my computer is PC-A

I’m currently having trouble accessing the company intranet website www.abc.com.

I checked with my other colleagues in the department, they also cannot access the intranet website. Can you please fix this as soon as possible?

1. Create a new incident report for the above incident
   1. Document details regarding the incident. Ensure that you follow all incident reporting instructions provided to you. Do not document any solution information at this stage as the problem is not solved yet.
   2. Save the incident record. Make a note of the incident number allocated to the record you created in the system: __________________________________

2. Open the ICTNWK302_Incident2 packet tracer simulation file. Assume that you are the support officer assigned to solve the client issue and do the following:
   1. Perform necessary diagnostic tasks to find the problem.
   2. Document each diagnostic task you performed in the incident report.

3. Once you have identified what the problem is, do the following:
   1. Take the necessary action to solve the problem identified and maintain the network service according to any relevant organisational policy
   2. Reflect on and document your actions (solution and resolution) in the Solutions tab of the incident report in the help desk system, and discuss any future improvements that could be made to resolve similar future issues

Note: A resolution can be used as a future reference to solve the same issue if reported.

1. Make relevant notes on the incident report to indicate that minimal disruption to clients have been considered when performing the above maintenance tasks.

4. Take a screenshot as evidence of solving the problem.
   1. Save the screenshot with a meaningful name
   2. Attach the screenshot to the incident report in the help desk system.

5. If you managed to solve the incident, ensure that the incident status is changed accordingly.

Part 4: Submission instructions

1. In the help desk system, open the first incident report in Part 2 (incident report number written down in question 1, b)
2. Ensure that all the details of the incident report, starting from incident number to attachment details at the bottom are visible on the screen. If not, use the key combination CTRL and (-) minus keys to make the screen smaller. Take a screenshot of the entire screen capturing the incident report information on your browser.

A sample screenshot is given below for your reference. Ensure the circled areas are visible in the screenshots you are submitting for marking by the Assessor.

Figure 13 - Sample screenshot 1

3. Save the screenshot as Incident1_Report in the Firstname_Lastname_ddmmyyyy
4. Go to the solutions tab of the same incident report.

5. Take another screenshot of the entire screen capturing the incident report solutions tab and save it as Incident1_Solution in the Firstname_Lastname_ddmmyyyy folder

A sample screenshot is given below for your reference. Ensure the circled areas are visible in the screenshots you are submitting for marking.

Figure 14 - Sample screenshot2

6. Open the second incident report in Part 3 (incident report number written down in question 1, b)
7. Take a screenshot of the entire screen capturing the second incident report information on your browser.
8. Save the screenshot as Incident2_Report in the Firstname_Lastname_ddmmyyyy folder
9. Go to the solutions tab of the second incident report.

10. Take another screenshot of the entire screen capturing the incident report solutions tab and save it as Incident2_Solution in the Firstname_Lastname_ddmmyyyy folder
11. Ensure you have the following four documents inside the Firstname_Lastname_ddmmyyyy folder:
    1. Screenshot: Incident1_Report
    2. Screenshot: Incident1_Solution
    3. Screenshot: Incident2_Report
    4. Screenshot: Incident2_Solution
12. Right click on Firstname_Lastname_ddmmyyyy folder and select Send to à Compressed zipped folder.
13. Submit the Firstname_Lastname_ddmmyyyy zipped file to your assessor for marking.

Part 2 and 3 Observation Checklist

The Task/Activity and Observation Checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.

If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.

Instructions for role plays

• You should refer to the list of criteria provided in the Observation checklist to understand what skills you need to demonstrate in all role plays (Part 5 and 6) of this assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your assessor will be marking you on.
• Your demonstration of role plays will be used as part of the overall evidence requirements of the unit.
• Limit each of your role plays to no more than three minutes.

Part 5: Role play – follow-up with client to determine solution success

To complete this part of the assessment, you are required to participate in and video record a role-play. Your role play should demonstrate the conversation with your client (Jason Brown).

Role play participants:

• Jason (the client) — the other person acting as the client
• Frontline technical support person — you.

Prepare for your meeting by organising:

• a person, such as a colleague or family member, to act as Jason
• your video recording device and set up.

Refer to the practical task you’ve performed in Part 2 of this assessment. Read the background information and criteria for the role play carefully before performing your demonstration.

Follow the Video recording instructions (pdf) to record your video.

Role play scenario:

You have recently solved a problem reported by your client Jason Brown. As a frontline technical support person, you are required to follow-up with the client to determine if the applied solution was successful and then, take necessary action to close the incident report.

1. Prepare a set of questions you want to ask from your client based on the following:
2. Confirm details of request with client
3. Determine solution success
4. Confirm status of the incident report
5. Demonstrate the discussion between yourself and the internal client.
6. Use questioning techniques to confirm understanding.
7. Use listening skills to respond to the client appropriately.
8. Upload the video to the online platform for marking.

Part 5 Observation checklist

The Task/Activity and Observation checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.

If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.

Part 6: Role play – refer unresolved maintenance requirements to higher-level service area

To complete this part of the assessment, you are required to participate in and video record a role-play. Your role play should demonstrate the conversation with a support personnel in a higher-level service area.

Role play participants:

• Support personnel in a higher level service area — the other person acting as the client
• Frontline technical support person — you.

Prepare for your meeting by organising:

• a person, such as a colleague, to act as the support personnel
• your video recording device and set up.

Refer to the practical task you’ve performed in Part 3 of this assessment. Read the background information and criteria for the role play carefully before performing your demonstration.

Follow the Video recording instructions (pdf) to record your video.

Role play scenario:

You have been trying to troubleshoot a network problem reported recently by your client Mary Jane. However, you were unable to solve the issue and the problem is affecting the operations of an entire department.

As a frontline technical support person, you are required to refer/escalate any unresolved network problems to the appropriate higher level service area.

Therefore, you have decided to refer/escalate the issue to a more specialised technician in a higher-level service area (Level 2 IT Support).

1. Prepare a set of questions you want to ask from the Level 2 IT support contact based on the following:
   1. Provide details of the problem
   2. Discuss diagnostic tests already performed and any results/outcomes
   3. Current status of the incident report
2. Demonstrate the discussion between yourself and the Level 2 IT support contact
3. Provide clear explanations using relevant language suitable to audience to discuss unresolved challenges.
4. Use listening and questioning techniques to confirm understanding.
5. Upload the video to the online platform for marking.

Part 6 Observation checklist

The Task/Activity and Observation checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.

If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.

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