NOS for Network Support (903)

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1 NOS for Network Support (903) November 2014 V1.1

2 NOS Reference ESKITP ESKITP ESKITP ESKITP NOS Title Assist with Installation, Implementation and Handover of Network Infrastructure Services Deliver Network Infrastructure Services Support Manage Network Implementation and Support Lead the Delivery of the Network Infrastructure Services Support Capability and Strategy

3 ESKITP Assist with Installation, Implementation and Handover of Network Infrastructure Services Overview This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the associate professional network design role (9033) is primarily focussed on the installation, implementation and handover of network infrastructure including support to staff, users and suppliers. ESKITP Assist with Installation, Implementation and Handover of 1

4 ESKITP Assist with Installation, Implementation and Handover of Network Infrastructure Services Performance criteria You must be able to: install and configure network components, including switches, routers and firewalls in line with organisational standards follow organisational transition and deployment plans in order to deliver upgrades to network infrastructure in line with organisational requirements undertake systems upgrades to network hardware, software and operating systems in line with organisational standards document network infrastructure upgrades and changes in accordance with organisational procedures integrate network related software into an existing network environment with the minimum amount of disruption to the organisation in line with organisational procedures regularly measure, monitor and report on quality of the new agreed network services to ensure they are meeting service level agreements provide support to staff and users of the network infrastructure throughout the organisation in line with organisational procedures undertake network fault investigations and remediation in a range of network environments in line with organisational procedures document and communicate the results of network fault investigations and remediation activities to managers and other stakeholders in line with organisational procedures ESKITP Assist with Installation, Implementation and Handover of 2

5 ESKITP Assist with Installation, Implementation and Handover of Network Infrastructure Services Knowledge and understanding You need to know and understand: 1. the different types of networks for data, voice and other services 2. the range of industry standard network layouts 3. how to install and configure a basic network 4. the principles of networking, protocols and associated technologies (this should include the latest published versions of the OSI layer model, IP, TCP/IP, routing and switching, WANs and LANs) 5. the techniques for ensuring the staff and users' needs are realised in the delivery of network infrastructure services 6. the procedures, tools and techniques that can be used to conduct systems installation, implementation and handover activities 7. how to optimise network performance following installation 8. the potential implications of systems installation, implementing and handover deliverable being incorrect, incomplete, inadequate and/or inappropriate 9. the importance of systems installation, implementation and handover deliverables in supporting the business needs 10. the importance of ensuring that agreed network integrity, security and disaster recovery requirements are in place during systems installation, implementation and handover activities 11. how to undertake network fault investigations and remediation activities on a range of network types 12. how to document and report network fault investigations and remediation solutions ESKITP Assist with Installation, Implementation and Handover of 3

6 ESKITP Deliver Network Infrastructure Services Support Overview This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the professional network support role (9034) is primarily focussed on the delivery of network infrastructure solutions and support services. ESKITP Deliver Network Infrastructure Services Support 1

7 ESKITP Deliver Network Infrastructure Services Support Performance criteria You must be able to: 1. identify the activities that need to take place as part of network infrastructure installation, implementation and handover in line with organisational requirements 2. ensure that network infrastructure implementation and handover is signed off by appropriate customer representatives 3. monitor network infrastructure services using network management tools to ensure that they continue to meet organisational standards for performance and service levels 4. apply diagnostic tools and techniques to identify the causes of network service and performance issues in line with organisational procedures 5. apply structured approaches to troubleshooting network issues in hardware and software in line with organisational procedures 6. undertake remediation activities to repair faults in network infrastructure hardware and software components in line with organisational procedures 7. install and configure enterprise network hardware, including switches, routers, bridges, interfaces etc. in line with organisational procedures 8. install and configure enterprise network software, including operating systems, firewalls and performance monitoring tools in line with organisational procedures 9. optimise the performance of network systems and services in line with organisational standards 10. maintain a network issues log to record all network events in line with organisational requirements 11. document the remediation work undertaken to resolve network issues in line with organisational procedures 12. produce standard and ad hoc network management reports on network traffic load and performance against targets, in line with organisational procedures 13. assist in policy and operating procedure development where required and in line with organisational procedures 14. engage with organisational departments to understand and support their network support requirements ESKITP Deliver Network Infrastructure Services Support 2

8 ESKITP Deliver Network Infrastructure Services Support Knowledge and understanding You need to know and understand: 1. the different business processes that utilise network infrastructure services 2. the range of tools and techniques used for network management and support 3. the range of tools and techniques used for network diagnostics 4. how to maintain a network issues log 5. enterprise network topology including wired, wireless communications media and the wide range of industry standard network products including; network interface controllers (NICs), repeaters, hubs, bridges, switches, routers, modems, and firewalls. 6. network protocol standards that enable communication between networked devices 7. the causes and consequences of systems failure including load balance and storage protocols and respond appropriately 8. the need to monitor and report network issues on a timely basis 9. the range of different architectures used across the organisation for a typical business IT system, including hardware, OS, server, virtualisation, middleware and applications 10. understands and responds to security threats, firewalls and vulnerabilities 11. understands and operates effectively in the business environment and responds to business issues related to network engineering 12. the range of different data architectures used across the organisation and how to use these ESKITP Deliver Network Infrastructure Services Support 3

9 ESKITP Manage Network Implementation and Support Overview This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the senior professional network support role (9034) is primarily focussed on the management of all aspects of network implementation and support including the diagnosis, investigation and remediation of network issues. ESKITP Manage Network Implementation and Support 1

10 ESKITP Manage Network Implementation and Support Performance criteria You must be able to: 1. implement the strategy, policies, plans, standards, procedures, tools, and techniques that apply to network infrastructure services in line with organisational requirements 2. implement and maintain network operations schedules in line with organisational procedures 3. implement and maintain the service levels, operational hours and metrics that apply to network operations in line with organisational procedures. 4. schedule network operation activities as necessary to complete schedules in line with organisational procedures 5. document and communicate network operations schedules actions to relevant departments in line with organisational procedures 6. ensure that staffing levels are in line with network operations capacity requirements so that network operations can respond appropriately to a major incident 7. identify user training requirements as a result of new network infrastructure developments, in line with organisational procedures 8. identify network support staff training requirements in order to meet organisational service level agreements 9. effectively manage changes to business requirements through change control mechanisms during network installation, implementation and handover activities, in line with organisational procedures 10. apply best practice to network installation, implementation and handover activities, in line with organisational requirements 11. implement continuity plans as part of network operating procedures in line with organisational procedures ESKITP Manage Network Implementation and Support 2

11 ESKITP Manage Network Implementation and Support Knowledge and understanding You need to know and understand: 1. who are the key stakeholders for network service operations and management activities 2. what are the service level agreements in place for network infrastructure service operations 3. what are the strategy, policies, plans, standards, procedures, tools, and techniques that apply to network infrastructure services 4. who needs to be informed should a network infrastructure event arise 5. what is involved in network infrastructure services handover following installation 6. how to schedule network operations 7. how to source, gather and collate information relating to the management of network operations 8. how to implement the procedures, tools techniques and plans for network operations 9. how to manage relationships with internal and external individuals involved in the provision of support to network operations 10. how to communicate and liaise with external providers of network operations and event management services 11. what are the potential implications of not taking appropriate action in response to network infrastructure failure 12. why network events need to be responded to with minimal/disruption to the infrastructure 13. what are the actions and their impact that can be taken in response to events ESKITP Manage Network Implementation and Support 3

12 ESKITP Lead the Delivery of the Network Infrastructure Services Support Capability and Strategy Overview This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the lead professional network support role (9036) is primarily focussed on leading the development of the network infrastructure services support capability and strategy, including drafting and maintaining the procedures and documentation for network support operations. ESKITP Lead the Delivery of the Network Infrastructure Services Support 1

13 ESKITP Lead the Delivery of the Network Infrastructure Services Support Capability and Strategy Performance criteria You must be able to: 1. draft and maintain the service operations and event management standard operating procedures in line with organisational requirements 2. direct the network operations and support team to deliver network infrastructure support in line with organisational requirements 3. correctly identify the implications for an organisations operational effectiveness, brand and reputation that may result from network issues and failure in line with organisational requirements 4. define specific events and operations metrics that will inform the procedures in line with organisational procedures 5. perform network support skills and training needs analysis in line with organisational standards 6. train the network support team in the delivery of network implementation and support in line with organisational procedures 7. document the procedures, tools and techniques that apply to network operations activities 8. document the procedures to escalate network events on network activity in line with organisational procedures 9. provide regular and ad hoc reports on the status of network operations in line with organisational service level standards 10. provide lessons learned reports on any significant network performance issues or failure in line with organisational procedures 11. lead appropriate investment proposals for improvements to enterprise network infrastructure services in line with organisational procedures ESKITP Lead the Delivery of the Network Infrastructure Services Support 2

14 ESKITP Lead the Delivery of the Network Infrastructure Services Support Capability and Strategy Knowledge and understanding You need to know and understand: 1. the fundamental concepts of network infrastructure operations management 2. the broad network infrastructure needs of the organisation 3. how to develop a network operations management and support strategy 4. how to communicate the network operations management and support strategy to stakeholders 5. what is meant by network operations management and a network infrastructure event 6. how to create network infrastructure operations management and support quality framework and metrics 7. what is the role of network service operations and event management in ensuring the provision of network infrastructure, services and assets to agreed service levels 8. the potential implications of not taking appropriate action in response to network infrastructure failure 9. what are the latest developments in network operations management and support methods and tools 10. how to develop and conducting appropriate internal training for network operations management and support 11. how to make an investment proposal relating to network infrastructure services 12. how to review the network operations management and support team capability 13. how to develop a sustainable network operations management and support capability ESKITP Lead the Delivery of the Network Infrastructure Services Support 3

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