Business Class Services Specialist



The Business Class Services Specialist (BCSS) course provides an in-depth instruction into business class services fundamentals, including how to install and troubleshoot today’s cable operator business services for small-to-medium businesses.


The successful candidate will have the business services knowledge that instills employer confidence, employee value and favorably affects the metrics of the customer experience. The business services training will bridge knowledge gaps between the RF and IP services needed to support larger business networks.


Recommended Prerequisite:

  • SCTE·ISBE Broadband Premises Installation and Services


    Target Audience 

  • Broadband Premises Installer / Technician
  • Commercial Installer or equivalent
  • Broadband Premises Maintenance Technician or equivalent


Certification Exam Information:

Upon completion learners will be prepared to earn the nationally recognized SCTE·ISBE Business Class Services Specialist (BCSS) certification.  The certification is designed for individuals interested in working in the cable telecommunications industry for a cable provider, contractor or vendor.


More information may be found at:


Included in the Course:

  • Engaging and Interactive LightningMod™ to prepare learner for training 
  • In-depth interactive eBook modules 
  • CORTEX® mobile app to access content modules in the field 
  • Apply eBook knowledge with real life experiences in a simulated environment
    • 7 NetworkSims Included 
  • Module assessments
  • Course final exam
  • Fun VirtuGame™ to improve absorption and retention of competencies 
  • SCTE·ISBE course completion certificate
  • 3 recertification units (RUs) towards SCTE·ISBE certification renewal


Requirements for Successful Course Completion:

  • Module quizzes 70% or higher
  • Course final test 70% or higher

You may take the course final test up to 3 times.


Self-paced interactive Online Course: Learners start the SCTE·ISBE VirtuLearn™ course at any time, study at their own pace, and have access to dynamic online content after they register.  On average, learners will spend approximately 2 to 3 hours per week over 12 weeks completing course activities.  SCTE·ISBE provides access to the course for 3 years from date of purchase.

System Requirements: A high speed Internet (HSI) connection, Internet browser with HTML 5 support. For tablet or smartphone access, HTML 5 may be used for online eBook content.

Instructor-Led Onsite Boot Camp Course: The SCTE·ISBE VirtuLearn course may be delivered as an onsite boot camp over 3 days.

Course access information will be emailed when the course is purchased.

Course Modules:

Module 01: Enterprise Voice

Module 02: Ethernet Services

Module 03: Performance Verification

Module 04: Fault Management

Module 05: Customer Service

Module 06: HFC Networks

Module 07: Network Fundamentals

Module 08: Managed Services

Module 09: (Supplement) Customer Service Refresher


Course Learning Objectives:

Module 01: Enterprise Voice

  • Understand PBX systems
  • Understand Structured Wiring
  • Describe Time Division Multiplexing (TDM) principles
  • Explain analog signal limitations
  • Define digital pulse code modulation
  • Understand how time division multiplexing works
  • Explore ISDN Primary Rate Interface
  • Recognize how ISDN differs from conventional POTS lines
  • Identify different interface types of ISDN
  • Discuss various ISDN channels
  • Define ISDN equipment types
  • Explain ISDN call setup and tear down messages
  • Explain the SONET Technology
  • Explain advantages of SONET
  • Differentiate synchronous, asynchronous and plesiochronous signals
  • Diagram SONET multiplexing hierarchy
  • Discuss different SONET network topologies
  • Describe TDM Circuit Emulation
  • Discuss TDM over IP and DOCSIS
  • Diagram the various architectures of BSoD
  • Discuss and describe voice trunking
  • Define the term “trunk”
  • Explain the three main types of trunks
  • Compare PSTN to SIP trunking


    Installation of a complex Triple Play

    Connectorize Ethernet cabling

    Connecting an PBX system for cable for service



    Module 02 Ethernet Services

  • State the fundamentals of a Network
  • Define the term “Network”
  • Discuss LANs, WAN and MANs
  • Contrast various network topologies
  • Explain various network devices
  • Explore the bottom layers of a network
  • Explain the OSI and TCP/IP network models
  • Explain how encapsulation works
  • Define various components of an Ethernet frame
  • Discuss the OSI physical, data link and network layers
  • Explore the top layers of a network
  • Explain in detail how TCP/UDP operates
  • Explain the major functions of ICMP
  • Identify the key role of the session layer
  • Recognize typical uses for the presentation and application layers
  • Overview of the Metro Ethernet Forum
  • Identify what is the MEF and why it exists
  • Explain the key MEF interfaces
  • Define the three major MEF service types
  • Compare the “leaky bucket” analogy to service profiles
  • Module 03 Performance Verification
  • Define average circuit life cycle
  • Compare performance verification tests
  • Explain key differences between RFC-2544 and Y.1564 test methodologies
  • Define Service Level Agreement (SLA)
  • Identify circuit performance issues; latency, jitter
  • Explore two forms of quality measures: QoS and CoS


    Test Ethernet networks per industry standards


    Module 04 Fault Management

  • Understand fault isolation methodologies
  • Explain top-down vs. bottom-up fault isolation techniques
  • Describe various isolation tools such as ICMP PING, Trace Route, Print Route and packet capture using protocol analyzers such as Wireshark
  • Explore host routing tables
  • Explain major differences between the SNMP and Syslog protocols
  • Define Operations, Administration & Maintenance (OAM) and how it is used
  • Understand the 802.3ag/ah, MEF-16 E-LMI protocols
  • Explain the multi-domain network model
  • Define MEs, MEGs and MIPs
  • Understand and be prepared to use Y.1731 protocol tools


Module 05 Customer Service

  • Define the term “soft skills”
  • Explore the customer service triangle
  • Contrast the difference between technical & soft skills
  • Recognize key soft skills
  • Identify the ten rules for great customer service


Module 06 HFC Networks

  • Understand system maps, schematics and network diagrams
  • Describe the core concepts electrical principles such as Ohms Law, electrical wiring, grounding, bonding and surges
  • Explain equipment environmental requirements such as grounding, temperature, dust control and rack unit space
  • Explain the coax cable principles; care, verification, attenuation and termination
  • Explain the optical cable principles; care, cleaning, verification, attenuation and management
  • Review drop / loss fundamentals
  • Explore testing methods used in HFC network testing
  • Define HFC filtering
  • State the process to troubleshoot to the first active device in an HFC network
  • Review the DOCSIS 1.1/2.0+IPv6, 3.0 specs from an RF level
  • Analyze RF and optical signals to determine network health


Module 07 Network Fundamentals

  • Explain the use of IPv4
  • Describe IPv6 addressing and compare to IPv4
  • Describe the use of subnetting and variable length subnet masks (VLSM) in cable networks
  • Define four packet transmission methods
  • Review the common utilities and related tools used to troubleshooting IP/IPv6
  • Demonstrate the use of name server lookup to troubleshoot name resolving
  • Understand the operation and how the Simple Network Management Protocol (SNMP) is used to manage IP devices
  • Understand the structure of Management Information Base data used in conjunction with SNMP
  • State the role syslog servers play in the business network
  • Differentiate the type if virtual private networks (VPNs) used to deliver business services
  • Understand how hierarchical virtual private LAN (H-VLAN) service allows cable operators to deploy carrier class Ethernet services
  • State how to integrate customer network equipment with a business product offering
  • Understand the role and features of a IP dynamic routing protocol
  • Differentiate the features of SIP, RTP, RTSP, CoS and QoS
  • Understand the role of the network operation center (NOC)

Address an IP network

Building a switched Ethernet network

Troubleshoot IP routing issues


Module 08 Managed Services

  • Describe how to setup, maintain and troubleshoot e-mail services
  • Describe how to setup, maintain and troubleshoot web services
  • Recognize the proper setup to troubleshooting and maintain content filtering
  • Describe how to setup, maintain and troubleshoot virus systems and firewalls
  • Describe how to setup, maintain and troubleshoot video systems
  • Describe the following managed services
  • Internet services
  • Metro Ethernet Transport services
  • Ethernet LAN (E-LAN)
  • Ethernet Private Line (EPL)
  • Ethernet Virtual Private Line (EVPL)
  • PRI-Phone
  • Hospitality Services


Module 09: Customer Service Refresher

  • Learn why company image is so important
  • Explore the factors related to improving job performance
  • Define the areas of the “Self-Management Model”
  • Explore ways to mitigate stress on the job
  • Define the three stages of Partnering
  • Learn more about interacting with the customer
  • Learn best practices when dealing with challenging customers


Date Not Specified

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