Exam Sections and Sub-task Objectives

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1.0

Manage the network fault management
system

1.1

Develop a fault management
process for a managed network environment collaboratively with the tools
team

1.2

Determine the interaction
between the fault management system and the ticketing system in
collaboration with the tools team

1.3

Determine the method to gather appropriate metrics
for an established fault management process

2.0

Manage
performance and capacity

2.1

Identify spikes and potential trouble spots based
on syslog and/or Network Management System (NMS) output

2.2

Develop a plan to solve a particular performance
issue based on syslog and/or Network Management System (NMS) output

2.3

Identify the Network Management System (NMS)
metrics and SLA metrics that will be needed in order to further
troubleshoot a specific problem communicated orally, written, etc.

2.4

Develop a plan to establish a baseline and monitor
the network in conjunction with the tools and performance groups

2.5

Create baseline network performance in conjunction
with engineering and architecture teams

2.6

Monitor the network to look for variances against
the baseline

2.7

Edit existing scripts which
enable a network baseline management plan in conjunction with the tools
and performance groups

3.0

Manage
operations processes

3.1

Collaborate with the process
team and NOC management on process development to meet a desired
network operational objective

3.2

Develop a specific prototype
and test plan for a particular planned network change, working
collaboratively with the engineering and design groups

3.3

Develop, for a particular network, a list of needed
tools working collaboratively with the tools team

3.4

Develop a detailed operations plan  including
metrics and reporting functions for a particular network working
collaboratively with the process team

3.5

Develop a process change action plan based on the
results of a network audit

3.6

Develop and maintain a
spares plan for a particular network

4.0

Troubleshoot and
fix reachability and transport problems within the network

4.1

Identify predecessor steps that have not been
executed based on an escalation ticket dealing with reachability

4.2

Determine whether to fix or escalate a ticket
dealing with reachability

4.3

Identify the area(s) causing
a complex reachability problem of unknown origin

4.4

Troubleshoot a complex routing problem and,
considering the technical aspects, determine the risks and fix it

4.5

Troubleshoot a complex security problem and,
considering the technical aspects, determine the risks and fix it

5.0

Identify
problems in implementation plans

5.1

Find issues of a rollout plan received from
engineering before deployment

5.2

Identify hardware which is
not backwards compatible on a new service rollout plan

5.3

Find hardware that needs operating system upgrades
on a new service rollout plan

5.4

Review and provide
recommendations on areas in which NOC support plans will not be
sufficient on a new service rollout plan

6.0

Troubleshoot and
fix network performance problems

6.1

Identify predecessor steps that have not been
executed based on an escalation ticket dealing with network performance

6.2

Determine whether to fix or escalate a ticket
dealing with network performance

6.3

Determine whether to fix or where to escalate a
core network fault

6.4

Identify the source of a
complex network performance problem

6.5

Troubleshoot a complex network performance problem
and, considering the technical aspects, determine the risks and  fix it

6.6

Identify a complex
application performance problem and isolate it

6.7

Identify a complex computing device (server, call
manager, etc – not the network or application) performance problem and
isolate it

6.8

Troubleshoot a complex
traffic pattern problem and, considering the technical aspects,
determine the risks and fix it

6.9

Troubleshoot a complex,
chronic performance problem and, considering the technical aspects,
determine the risks and fix it