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Network monitoring refers to the practice of overseeing the operation of a computer network using specialized management software tools. Network monitoring systems are used to ensure availability and overall performance of computers (hosts) and network services. They let admins monitor access, routers, slow or failing components, firewalls, core switches, client systems and server performance among other network data.

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How would you carry out cross reference checks with a user?

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How would you carry out cross reference checks with a user?

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What is covered in learning outcome 1:
Tools:

software diagnostic and monitoring tools e.g. VNC, remote diagnostic connections; other eg control

panel

Techniques

: direct questioning of users; recording faults and remedies eg fault log, solutions database

Future trends

: possibilities eg increasing reliance on remote support, development of systems that analyse

and report on faults for other uses such as planning corporate training programmes, development of

central infrastructures, contracted out and offshore services

Assignments and Criteria that covers this outcome:
P1, P3, P7,

Key Words:
Monitoring Tools - this us used to see the users/costumers screen so that the ICT support technician does not need to go to the computer in order to help with software.

Diagnostic tools - This is used to diagnose or see what the problem/fault is that is causing the user problems with out the ICT support technician having to work out the problem all of the time.

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Working procedures and policies, organisational guidelines eg reporting of faults, internet use, security;

service level agreements; confidentiality; sensitivity of information; organisational constraints eg costs of

resources required, time, user expertise; outsourcing of support services.

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Key Words:

Fault - type eg loss of service, poor performance, virus, error messages

Sources of information - product specifications and manuals; colleagues with specialist expertise;
manufacturers knowledge base/resource sites; fault records showing previously found solutions; other
internet sources eg FAQs and technical forums

Validity of information - issues eg cross-reference checks with user, problem reproduction, reliability of
different types of information

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Learning out come 2

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Assignments / Criteria
Assignment 1
??
Assignment 2
P4?, M3, P6, ...

Key words

Communication Methods - Direct to user in response to a query via email, face to face or telephone.

Type of advice provided - Recommendations for repair or replacement of components.

Communication Skills - Providing information to relevent people, anger management skills towards customer, keeping calm and objective, patience.