Course Title: Monitor, analyse and action telecommunications network alarms

National Element Code & Title:

ICTTC085C Monitor, analyse and action telecommunications network alarms

Performance Criteria:

1.1 Alarm presentation is checked and identified
1.2 Severity and level of alarm is identified
1.3 Specific network element affected is identified
1.4 Particular software and/or hardware is identified where possible
1.5 Likely customer impact is identified
1.6 Agreements with affected customers are studied and action initiated to avoid breach of the agreement
1.7 All appropriate areas are notified of both the alarm and the likely impact in accordance with enterprise policy
1.8 Alarm is acknowledged in accordance with enterprise policy where required

Performance Criteria:

2.1 Alarm priority is determined and actioned in accordance with enterprise policy
2.2 Any outage situation, its extent and impact is identified
2.3 Fault history is gathered and analysed
2.4 Service level agreements with affected customers are analysed for impact on priority determination
2.5 Discussions are held with other relevant organisation groups in an attempt to isolate and identify both the problem and the likely cause where applicable
2.6 Further reports are gathered and analysed
2.7 Likely areas of failures are identified and analysed
2.8 Enterprise policy relating to outages is implemented immediately when required

Performance Criteria:

3.1 Fault/problem rectification is undertaken where appropriate priority applies, capability exists and time restrictions can be met
3.2 Remote interrogation is undertaken to further identify the problem where possible
3.3 Escalation procedures are enacted in accordance with alarm priority and enterprise policy
3.4 Faults/problems not clearly identified by an alarm or incapable of rectification remotely are allocated to appropriate area
3.5 Hardware faults/replacement are allocated to appropriate area
3.6 Instructions given to field staff are clear, concise and delivered in a manner which enables quick and effective repair
3.7 Fault repair progress is monitored on at regular intervals
3.8 Alarms requiring no further action are documented and recorded in accordance with enterprise policy
3.9 Advice is prepared and submitted to appropriate area in the event that further action to address the problem is required

Performance Criteria:

4.1 Alarms are either reset or arrangements are made with the relevant authorised group to reset alarms
4.2 All relevant parties including customers are notified of problem rectification
4.3 Alarms are monitored to ensure no re-occurrence of the problem
4.4 Appropriate cause and effect studies are undertaken, results analysed and action taken to prevent re-occurrence
4.5 Reports are prepared and signed in accordance with enterprise policy