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Exam Sections and Sub-task Objectives |
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| 1.0 |
Manage the network fault management system |
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| 1.1 |
Develop a fault management process for a managed network environment collaboratively with the tools team |
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| 1.2 |
Determine the interaction between the fault management system and the ticketing system in collaboration with the tools team |
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| 1.3 |
Determine the method to gather appropriate metrics for an established fault management process |
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| 2.0 |
Manage performance and capacity |
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| 2.1 |
Identify spikes and potential trouble spots based on syslog and/or Network Management System (NMS) output |
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| 2.2 |
Develop a plan to solve a particular performance issue based on syslog and/or Network Management System (NMS) output |
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| 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. |
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| 2.4 |
Develop a plan to establish a baseline and monitor the network in conjunction with the tools and performance groups |
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| 2.5 |
Create baseline network performance in conjunction with engineering and architecture teams |
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| 2.6 |
Monitor the network to look for variances against the baseline |
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| 2.7 |
Edit existing scripts which enable a network baseline management plan in conjunction with the tools and performance groups |
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| 3.0 |
Manage operations processes |
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| 3.1 |
Collaborate with the process team and NOC management on process development to meet a desired network operational objective |
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| 3.2 |
Develop a specific prototype and test plan for a particular planned network change, working collaboratively with the engineering and design groups |
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| 3.3 |
Develop, for a particular network, a list of needed tools working collaboratively with the tools team |
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| 3.4 |
Develop a detailed operations plan including metrics and reporting functions for a particular network working collaboratively with the process team |
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| 3.5 |
Develop a process change action plan based on the results of a network audit |
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| 3.6 |
Develop and maintain a spares plan for a particular network |
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| 4.0 |
Troubleshoot and fix reachability and transport problems within the network |
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| 4.1 |
Identify predecessor steps that have not been executed based on an escalation ticket dealing with reachability |
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| 4.2 |
Determine whether to fix or escalate a ticket dealing with reachability |
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| 4.3 |
Identify the area(s) causing a complex reachability problem of unknown origin |
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| 4.4 |
Troubleshoot a complex routing problem and, considering the technical aspects, determine the risks and fix it |
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| 4.5 |
Troubleshoot a complex security problem and, considering the technical aspects, determine the risks and fix it |
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| 5.0 |
Identify problems in implementation plans |
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| 5.1 |
Find issues of a rollout plan received from engineering before deployment |
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| 5.2 |
Identify hardware which is not backwards compatible on a new service rollout plan |
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| 5.3 |
Find hardware that needs operating system upgrades on a new service rollout plan |
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| 5.4 |
Review and provide recommendations on areas in which NOC support plans will not be sufficient on a new service rollout plan |
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| 6.0 |
Troubleshoot and fix network performance problems |
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| 6.1 |
Identify predecessor steps that have not been executed based on an escalation ticket dealing with network performance |
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| 6.2 |
Determine whether to fix or escalate a ticket dealing with network performance |
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| 6.3 |
Determine whether to fix or where to escalate a core network fault |
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| 6.4 |
Identify the source of a complex network performance problem |
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| 6.5 |
Troubleshoot a complex network performance problem and, considering the technical aspects, determine the risks and fix it |
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| 6.6 |
Identify a complex application performance problem and isolate it |
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| 6.7 |
Identify a complex computing device (server, call manager, etc – not the network or application) performance problem and isolate it |
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| 6.8 |
Troubleshoot a complex traffic pattern problem and, considering the technical aspects, determine the risks and fix it |
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| 6.9 |
Troubleshoot a complex, chronic performance problem and, considering the technical aspects, determine the risks and fix it |
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