Associate Diploma and

Diploma in IT Technical
Support
Qualification Specification
For Use by SSS Approved Training Providers

Qualification code: ITUTS-1

Issue no. 001 FEBRUARY 2014
 Qualification
Specification

About Saudi Skills Standards

Saudi Skills Standards (SSS) is the national regulator and awarding body for Technical and Vocational Training
(TVT) in the Kingdom of Saudi Arabia. It is jointly owned by the Human Resource Development Fund (HRDF)
and the Technical and Vocational Training Corporation (TVTC), both of which report directly to the Minister of
Labor. Its main purpose is to assure that TVT in the Kingdom meets national social and economic needs, in
particular by ensuring that trainees entering the labor market have the skills, knowledge and competencies
that employers demand. This will accelerate the progression of young Saudis into well-paid jobs and promising
careers which is considered vital to the country’s future prosperity.

SSS has three main functions:

 Working with employers to develop and maintain National Occupational Skills Standards (NOSS)
and TVT qualifications based on these Standards

 The testing and certification of trainees taking these qualifications

 The review and accreditation of training institutions

SSS is therefore a vital component in the creation of a modern training system in the Kingdom.

Contacting SSS
Insert new address and telephone number.
E-mail: [email protected]
http://www.ncepa.gov.sa

Use of this document

The front cover image is licensed for use in this publication only. The image may not be copied or otherwise
removed or disassembled from this document.

Acknowledgements
Saudi Skills Standards would like to express its gratitude to the following organizations that contributed source
material to these qualifications:

 Australian Government Department of Industry, Innovation, Climate Change, Science, Research

and Tertiary Education: www.training.gov.au

 United Kingdom Commission for Employment and Skills: www.ukces.org

 New Zealand Qualifications Authority: www.nzqa.govt.nz

2
Contents
About Saudi Skills Standards................................................................................................................................2

Contacting SSS......................................................................................................................................................2

Use of this document...........................................................................................................................................2

Acknowledgements.............................................................................................................................................2

Associate Diploma and Diploma in IT Technical Support.........................................................................................5

About this document...........................................................................................................................................5

Qualification pathways....................................................................................................................................5

How these qualifications were developed..........................................................................................................6

National Occupational Skills Standards (NOSS)...............................................................................................6

Qualification structures...................................................................................................................................6

Qualification rationale.........................................................................................................................................6

Qualification structures.......................................................................................................................................7

Associate Diploma in IT Technical Support.....................................................................................................7

Diploma in IT Technical Support......................................................................................................................8

Employability and problem solving.....................................................................................................................9

Mathematics......................................................................................................................................................10

Links to SSS National Occupational Skills Standards (NOSS).............................................................................11

Unit 01 - Understand occupational health and safety...........................................................................................14

Unit 02 - Review current technologies...................................................................................................................19

Unit 03 - Follow maintenance procedures.............................................................................................................21

Unit 04 - Install operating systems.........................................................................................................................23

Unit 05 - Manage device security...........................................................................................................................25

Unit 06 - Connect internal hardware components................................................................................................29

Unit 07 - Create technical documentation.............................................................................................................32

Unit 08 - Provide first-level remote help-desk support.........................................................................................35

Unit 09 - Record and follow up on change requests..............................................................................................38

Unit 10 - Provide one-to-one instruction...............................................................................................................40

Unit 11 - Provide client support.............................................................................................................................42

Unit 12 - Configure a desktop in a network environment.....................................................................................44

Unit 13 - Deploy software to networked computers.............................................................................................48

Unit 14 - Identify and resolve hardware related problems...................................................................................51

Unit 15 - Support an operating system..................................................................................................................55

Unit 16 - Support system software........................................................................................................................58

Unit 17 - Identify and resolve software related problems.....................................................................................60

Unit 18 - Install, configure and test network hardware.........................................................................................63

Unit 19 - Administer network peripherals.............................................................................................................67

Unit E01 - Understand self-management skills (Employability)............................................................................70

Unit E02 – Understand how to work as a member of a team (Employability)......................................................72

Unit E03 – Understand work and career progression (Employability)..................................................................74

Unit 20 - Identify, evaluate and apply current technologies.................................................................................76

Unit 21 - Install and upgrade operating systems...................................................................................................79

Unit 22 - Support different operating systems......................................................................................................82

Unit 23 - Manage system security..........................................................................................................................85

Unit 24 - Implement and evaluate systems for regulatory and standards compliance........................................88

Unit 25 - Manage system software........................................................................................................................90

Unit 26 - Prioritize information technology change requests................................................................................93

Unit 27 - Research and review technology options...............................................................................................96

Unit 28 - Troubleshoot software related problems...............................................................................................99

Unit 29 - Support and manage desktop applications...........................................................................................102

Unit 30 - Provide professional client support......................................................................................................106

Unit 31 - Troubleshoot hardware related problems............................................................................................109

Unit 32 - Fault-find and rectify complex electrical circuits..................................................................................112

Unit 33 - Implement maintenance procedures....................................................................................................114

Unit 34 - Provide technical instruction................................................................................................................117

Unit E04 - Demonstrate self-management skills (Employability)........................................................................119

Unit E05 - Work as a member of a team (Employability)....................................................................................121

Unit E06 - Demonstrate work and career progression skills (Employability)......................................................123

Unit N01 - Configure and administer a network operating system.....................................................................125

Unit N02 - Install and manage a wireless network..............................................................................................128

Unit N03 - Install and manage a network server.................................................................................................132

Unit N04 - Review and maintain network system performance.........................................................................136

Unit S01 - Plan and perform system tests and carry out system administration................................................139

Unit S02 - Update operational procedures for an information technology system............................................143

Unit S03 - Validate quality and completeness of system design specifications..................................................146

Associate Diploma and
Diploma in IT Technical
Support
About this document
This document provides the specification for qualifications in IT Technical Support at two levels.

Qualification name Qualification Pre-requisite Date for first candidate

ID registrations

Associate Diploma in ITUTS-1-1-3 Achievement of Cambridge September 2014

IT Technical Support English KET

Diploma in IT ITUTS -1-2-4 Completion of Associate Diploma September 2015

Technical Support in IT Technical Support

The document provides:

1. A rationale for the qualifications
2. The unit structure for each qualification with recommended learning hours for each unit and
qualification
3. The detailed content of each unit in terms of:
a. Unit title and metadata
b. Unit purpose
c. Learning outcomes for skills together with performance criteria and scope (the skills scope
should provide appropriate guidance for the types of equipment and other resources
required for training)
d. Learning outcomes for knowledge together with scope (the skills scope should provide
clear guidance in terms of the breadth and depth of knowledge the trainee needs to cover)
This document does not contain:
1. Assessment specifications or any sample assessment material – these will be directly based on the
unit contents and will be provided in a separate, parallel document (scheduled for release in August
2014)
2. A training curriculum – this will be developed by the training provider
3. Learning materials or references to learning materials – these will also be developed or sourced by
the provider

Qualification pathways
The Diploma in IT Technical Support has two pathways (network and system), of which learners must choose
one. The pathways are represented on qualification certificates as endorsements:

1. Diploma in IT Technical Support (Network Support)

 2. Diploma in IT Technical Support (System Support)
Centers are required to offer at least one of the pathways to learners.
How these qualifications were developed
These qualifications were developed over a 12-month period by experienced international technical training
experts working closely with employer panels in the Kingdom. The development process consisted of the
following stages:

National Occupational Skills Standards (NOSS)

1. Labor market research to identify priority occupations in the Kingdom that are appropriate for young
Saudi trainees – in this case Computer Network Technician, User Support Technician and System
Administrator.

2. Analysis of the occupation to identify the main functions that employers expect their employees to be
able to carry out

3. International research to identify best practice standards in each of these functions followed by
validation by local employer panels

4. Tailoring of international best practice standards to ensure they are appropriate to the Saudi labor
market and cultural and religious norms

5. Approval and sign-off by a Steering Committee consisting of representatives of major employers in

the Kingdom

Qualification structures
1. Analysis of the NOSS to develop qualifications at two levels

2. Consultation with employer panels and local subject matter experts

3. Development of qualification units directly based on content of the NOSS

Qualification rationale
The rationale for the design of these qualifications is as follows:

1. The qualifications adhere as closely as possible to the SSS NOSS for User Support Technician
which is largely covered in the Associate Diploma and Computer Network Technician and System
Administrator which are offered as specialist pathways in the Diploma. The qualifications are
designed to have value in the labor market.

2. The Associate Diploma is more broad-based in content than the Diploma, covering practical
application of Technical Support concepts, including an underpinning understanding of principles
relevant to Technical Support, documentation, networking and system management. The
Associate Diploma is a prerequisite for the Diploma but can also be a “‘standalone” qualification
for trainees who do not wish to progress to the Diploma but want to enter the labor market with
valuable set of skills, knowledge and competencies at a lower level.

3. The Diploma is more specialized, providing opportunities for trainees to develop and
demonstrate skills in specific areas, with pathways in Network Support and System Support.
Trainees successful in the Diploma should be able to enter the labor market in operational IT
support roles.
Qualification structures
Associate Diploma in IT Technical Support
Unit Unit code Unit title Recommended
no Learning Hours
01 ETUET-1-0005-1-3 Understand occupational health and safety 72
02 ITUTS-1-0001-1-3 Review current technologies 36
03 ITUTS-1-0002-1-3 Follow maintenance procedures 36
04 ITUTS-1-0003-1-3 Install operating systems 36
05 ITUTS-1-0004-1-3 Manage device security 36
06 ITUTS-1-0005-1-3 Connect internal hardware components 36
07 ITUTS-1-0006-1-3 Create technical documentation 36
08 ITUTS-1-0007-1-3 Provide first-level remote help-desk support 36
09 ITUTS-1-0008-1-3 Record and follow up on change requests 36
10 ITUTS-1-0009-1-3 Provide one-to-one instruction 36
11 ITUTS-1-0010-1-3 Provide client support 36
12 ITUTS-1-0011-1-3 Configure a desktop in a network environment 36
13 ITUTS-1-0012-1-3 Deploy software to networked computers 36
14 ITUTS-1-0013-1-3 Identify and resolve hardware related problems 36
15 ITUTS-1-0014-1-3 Support an operating system 36
16 ITUTS-1-0015-1-3 Support system software 36
17 ITUTS-1-0016-1-3 Identify and resolve software related problems 72
18 ITUTS-1-0017-1-3 Install, configure and test network hardware 72
19 ITUTS-1-0018-1-3 Administer network peripherals 36
E01 GNUXSA-1-0001-1-3 Understand self-management skills (Employability) 36
Understand how to work as a member of a team
E02 GNUSXA-1-0002-1-3 36
(Employability)
E03 GNUXSA-1-0003-1-3 Understand work and career progression (Employability) 36
Total Recommended
900
Learning Hours
Diploma in IT Technical Support
Unit Unit code Unit title Recommended
no Learning Hours
20 ITUTS-1-0019-2-4 Identify, evaluate and apply current technologies 36
21 ITUTS-1-0020-2-4 Install and upgrade operating systems 36
22 ITUTS-1-0021-2-4 Support different operating systems 36
23 ITUTS-1-0022-2-4 Manage system security 36
24 Implement and evaluate systems for regulatory and
ITUTS-1-0023-2-4 36
standards compliance
25 ITUTS-1-0024-2-4 Manage system software 36
26 ITUTS-1-0025-2-4 Prioritize information technology change requests 36
27 ITUTS-1-0026-2-4 Research and review technology options 36
28 ITUTS-1-0027-2-4 Troubleshoot software related problems 36
29 ITUTS-1-0028-2-4 Support and manage desktop applications 36
30 ITUTS-1-0029-2-4 Provide professional client support 36
31 ITUTS-1-0030-2-4 Troubleshoot hardware related problems 36
32 ETUEC-1-0007-2-4 Fault-find and rectify complex electrical circuits 36
33 ITUTS-1-0031-2-4 Implement maintenance procedures 36
34 ITUTS-1-0032-2-4 Provide technical instruction 36
E04 GNUXSA-1-0019-2-4 Demonstrate self-management skills (Employability) 36
E05 GNUSXA-1-0020-2-4 Work as a member of a team (Employability) 36
Demonstrate work and career progression skills
E06 GNUXSA-1-0021-2-4 36
(Employability)
648
IT Technical Support Pathway units (Network Support)
N01 ITUTS-1-0033-2-4 Configure and administer a network operating system 36
N02 ITUTS-1-0034-2-4 Install and manage a wireless network 36
N03 ITUTS-1-0035-2-4 Install and manage a network server 36
N04 ITUTS-1-0036-2-4 Review and maintain network system performance 36
144
IT Technical Support Pathway units (System Support)
Plan and perform system tests and carry out system
S01 ITUTS-1-0037-2-4 72
administration
Update operational procedures for an information
S02 ITUTS-1-0038-2-4 36
technology system
Validate quality and completeness of system design
S03 ITUTS-1-0039-2-4 36
specifications
144
Total Recommended
792
Learning Hours

In the Diploma, learners must take a set of mandatory units and opt for one of two specialist pathways:
Network Support or System Support.

All learners must take the mandatory units 20 to 34 AND E04 to E06 shown in the table above. Learners must
then select one of the two specialist pathways, taking EITHER Units N01 to NO4 OR Units S01 to S03. Units
from the Network Support and System Support specialist pathways may not be mixed. Centers are required to
offer at least one of the two specialist pathways.
Employability and problem solving
Both qualifications contain units that address three key areas of employability:

 Ability to manage own work

 Ability to work effectively as a member of a team

 Ability to work professionally in a company

The three employability units in the Associate Diploma cover the essential knowledge and understanding of
how to work in an employment situation and will prepare the trainee for periods of work experience/on-the-
job training.

The three employability units in the Diploma cover the necessary behaviors that employers expect and should
be assessed while the trainee is undertaking on-the-job training.

The fourth area of employability that these qualifications covers is problem solving. This is an integral part of
working effectively in IT technical support. This is embedded in the practical units in both qualifications.

In the Associate Diploma, students will be asked to address straightforward problems and apply techniques to
consider possible answers. Whilst challenging, the problems posed will be at a level of complexity consistent
with the skills and understanding required at this level.

For the Diploma, learners will be given task-based problem solving activities which encompass the range of
knowledge they have gained throughout their program. This will measure two things:

1. Their ability to demonstrate understanding of more sophisticated concepts.

2. Their ability to apply that knowledge and understanding in solving complex problems and
developing workable solutions.

In the Diploma this will typically encompass units such as:

• Follow maintenance procedures

• Manage device security

• Provide first-level remote help-desk support

• Provide client support

• Configure a desktop in a network environment

• Identify and resolve hardware related problems

• Support an operating system

• Manage system security

• Prioritize information technology change requests

• Troubleshoot software related problems

• Troubleshoot hardware related problems

• Implement maintenance procedures

Mathematics
The table below provides examples of where mathematics is covered within the qualifications:

Examples of coverage in the qualifications

Mathematics skill area
Associate Diploma Diploma
Number and arithmetic Unit 3 - ITUTS-1-0002-1-3 Unit 21 - ITUTS-1-0020-2-4
Unit 5 - ITUTS-1-0004-1-3 Unit 22 - ITUTS-1-0021-2-4
Unit 7 - ITUTS-1-0006-1-3 Unit 26 - ITUTS-1-0025-2-4
Unit 9 - ITUTS-1-0008-1-3 Unit 33 - ITUTS-1-0031-2-4
Unit 12 - ITUTS-1-0011-1-3 Unit S01 - ITUTS-1-028-2-4
Unit 14 - ITUTS-1-0013-1-3 Unit 40 - ITUTS-1-031-2-4
Shape and space Unit 3 - ITUTS-1-0002-1-3 Unit 31 - ITUTS-1-0037-2-4
Unit 6 - ITUTS-1-0005-1-3 Unit 33 - ITUTS-1-0031-2-4
Unit 7 - ITUTS-1-0006-1-3 Unit N02 - ITUTS-1-0034-2-4
Unit 14 - ITUTS-1-0013-1-3 Unit N03 - ITUTS-1-0035-2-4
Unit 18 - ITUTS-1-0017-1-3 Unit S03 - ITUTS-1-0039-2-4
Statistics and data Unit 2 - ITUTS-1-0001-1-3 Unit 20 - ITUTS-1-0019-2-4
Unit 3 - ITUTS-1-0002-1-3 Unit 22 - ITUTS-1-0021-2-4
Unit 6 - ITUTS-1-0005-1-3 Unit 24 - ITUTS-1-0023-2-4
Unit 7 - ITUTS-1-0006-1-3 Unit 27 - ITUTS-1-0026-2-4
Unit 9 - ITUTS-1-0008-1-3 Unit N03 - ITUTS-1-0035-2-4
Unit 12 - ITUTS-1-0011-1-3 Unit N04 - ITUTS-1-0036-2-4
Unit 14 - ITUTS-1-0013-1-3 Unit S01 - ITUTS-1-0037-2-4
Unit 17 - ITUTS-1-0016-1-3 Unit S02 - ITUTS-1-0038-2-4
 Qualification
Specification

Links to SSS National Occupational Skills Standards (NOSS)

The table below lists each of the qualification units, and for each shows the NOSS units which the qualification unit covers.

Unit code Qualification Unit Name NOSS Unit ID NOSS Unit Name
Apply Occupational Health and Safety regulations, codes and
ETUETA1000A practices in the workplace
ETUET-1-0005-1-3 Understand occupational health and safety
ETUETA1005A Document and apply measures to control OHS risks associated with
electrotechnology work
ITUPGA0011A Identify, evaluate and apply current technologies
ITUTS-1-0001-1-3 Review current technologies
ITUSAA0004A Research and review technology options
ITUTS-1-0002-1-3 Follow maintenance procedures ITUCNA0019A Implement maintenance procedures
ITUTS-1-0003-1-3 Install operating systems ITUSAA0002A Install and upgrade operating systems
ITUTS-1-0004-1-3 Manage device security ITUSAA0006A Manage system security
ITUTS-1-0005-1-3 Connect internal hardware components ITUCNA0011A Connect internal hardware components
ITUTS-1-0006-1-3 Create technical documentation ITUCNA0004A Create technical documentation
ITUCUA0002A Provide first-level remote help-desk support
ITUTS-1-0007-1-3 Provide first-level remote help-desk support
ITUCUA0004A Use telecommunication technology in receiving and making calls
ITUTS-1-0008-1-3 Record and follow up on change requests ITUCUA0006A Record and follow up on change requests
ITUTS-1-0009-1-3 Provide one-to-one instruction ITUCUA0007A Provide one-to-one instruction
ITUTS-1-0010-1-3 Provide client support ITUCUA0003A Provide professional client support
ITUTS-1-0011-1-3 Configure a desktop in a network environment ITUCUA0012A Configure a desktop environment
ITUTS-1-0012-1-3 Deploy software to networked computers ITUCUA0019A Deploy software to networked computers
ITUCUA0005A Identify and resolve client IT problems
ITUTS-1-0013-1-3 Identify and resolve hardware related problems ITUCUA0014A Locate and troubleshoot IT equipment, system and software faults
ITUCNA0015A Troubleshoot and resolve technical problems
ITUTS-1-0014-1-3 Support an operating system ITUCUA0013A Support different operating systems
ITUTS-1-0015-1-3 Support system software ITUSAA0007A Support system software
ITUCUA0005A Identify and resolve client IT problems
ITUTS-1-0016-1-3 Identify and resolve software related problems
ITUCUA0014A Locate and troubleshoot IT equipment, system and software faults

11
Unit code Qualification Unit Name NOSS Unit ID NOSS Unit Name
ITUCNA0015A Troubleshoot and resolve technical problems
ITUCNA0005A Install hardware to a network
ITUTS-1-0017-1-3 Install, configure and test network hardware
ITUCNA0009A Install, configure and test a router
ITUTS-1-0018-1-3 Administer network peripherals ITUCNA0022A Administer network peripherals
GNUXSA0009A Plan and manage own work
GNUXSA-1-0001-2-4 Understand self-management skills (Employability)
GNUXSA0008A Maintain and improve own work
GNUXSA0015A Develop and maintain positive working relationships
Understand how to work as a member of a team
GNUSXA-1-0002-1-3 CTUCSA0017A Contribute to effective workplace relationships
(Employability)
GNUXSA0005A Work as a member of a team
Understand work and career progression GNUXSA0009A Plan and manage own work
GNUXSA-1-0003-1-3
(Employability) GNUXSA0008A Maintain and improve own work
ITUTS-1-0019-2-4 Identify, evaluate and apply current technologies ITUPGA0011A Identify, evaluate and apply current technologies
ITUSAA0002A Install and upgrade operating systems
ITUTS-1-0020-2-4 Install and upgrade operating systems
ITUSAA0012A Troubleshoot operating system software
ITUTS-1-0021-2-4 Support different operating systems ITUCUA0013A Support different operating systems
ITUTS-1-0022-2-4 Manage system security ITUSAA0006A Manage system security
Implement and evaluate systems for regulatory and Implement and evaluate systems for regulatory and standards
ITUTS-1-0023-2-4 ITUSAA0011A
standards compliance compliance
ITUTS-1-0024-2-4 Manage system software ITUSAA0007A Support system software
ITUCUA0006A Record and follow up on change requests
ITUTS-1-0025-2-4 Prioritize information technology change requests
ITUCUA0008A Prioritize IT change requests
ITUTS-1-0026-2-4 Research and review technology options ITUSAA0004A Research and review technology options
ITUCUA0005A Identify and resolve client IT problems
ITUTS-1-0027-2-4 Troubleshoot software related problems ITUCUA0014A Locate and troubleshoot IT equipment, system and software faults
ITUCNA0015A Troubleshoot and resolve technical problems
ITUCUA0005A Identify and resolve client IT problems
ITUTS-1-0028-2-4 Support and manage desktop applications ITUCUA0014A Locate and troubleshoot IT equipment, system and software faults
ITUCNA0015A Troubleshoot and resolve technical problems
ITUTS-1-0029-2-4 Provide professional client support ITUCUA0003A Provide professional client support
Unit code Qualification Unit Name NOSS Unit ID NOSS Unit Name
ITUCUA0005A Identify and resolve client IT problems
ITUTS-1-0030-2-4 Troubleshoot hardware related problems ITUCUA0014A Locate and troubleshoot IT equipment, system and software faults
ITUCNA0015A Troubleshoot and resolve technical problems
ETUEC-1-0007-2-4 Fault-find and rectify complex electrical circuits ETUMEA0034A Fault-find and repair/rectify complex electrical circuits
ITUTS-1-0031-2-4 Implement maintenance procedures ITUCNA0019A Implement maintenance procedures
ITUTS-1-0032-2-4 Provide technical instruction ITUCUA0007A Provide one-to-one instruction
Configure and administer a network operating
ITUTS-1-0033-2-4 ITUCNA0023A Administer and configure a network operating system
system
GNUXSA0009A Plan and manage own work
GNUXSA-1-0019-2-4 Demonstrate self-management skills (Employability)
GNUXSA0008A Maintain and improve own work
GNUXSA0015A Develop and maintain positive working relationships
GNUSXA-1-0020-2-4 Work as a member of a team (Employability) CTUCSA0017A Contribute to effective workplace relationships
GNUXSA0005A Work as a member of a team
Demonstrate work and career progression skills GNUXSA0009A Plan and manage own work
GNUXSA-1-0021-2-4
(Employability) GNUXSA0008A Maintain and improve own work
ITUTS-1-0034-2-4 Install and manage a wireless network ITUCNA0003A Install and manage a wireless network
ITUTS-1-0035-2-4 Install and manage a network server ITUCNA0002A Install and manage a network server
ITUTS-1-0036-2-4 Review and maintain network system performance ITUCNA0020A Review and maintain network system performance
ITUSAA0009A Plan and perform system tests
Plan and perform system tests and carry out system
ITUTS-1-0037-2-4 ITUCNA0018A Carry out basic system administration
administration
ITUSAA0005A Develop and confirm a transition strategy to a new system
Update operational procedures for an information Update operational procedures for an information technology
ITUTS-1-0038-2-4 ITUSAA0003A
technology system system
Validate quality and completeness of system design
ITUTS-1-0039-2-4 ITUSAA0001A Validate quality and completeness of system design specifications
specifications
Unit 01 - Understand occupational health and safety ETUET-1-0005-1-3

Unit 01 - Understand occupational health and safety

ETUET-1-0005-1-3

Purpose:
This unit specifies the mandatory requirements of occupational health, safety and security
and how they apply to various work functions. It includes responsibilities for health and
safety, risk management processes at all operative levels, and adherence to safety
practices as part of the normal way of doing work.
It includes the identification of workplace hazards, levels of risk, the development of
control measures to eliminate and/or mitigate risks, the review of risk control measures,
the maintenance of documentation of hazards, and risk control measures and their
application in accordance with compliance procedures.
Recommended learning hours: 72

Skills learning outcomes

The learner will be able to: Performance criteria:

Prepare to enter a work area 1.1 Identify and confirm the work plan including advice from the work
safely supervisor

1.2 Obtain work area access permits or permissions from appropriate

personnel
1.3 Obtain, read and understand methods for controlling risk
before beginning work

1.4 Carry out electrical and non-electrical isolation to prevent hazards

1.5 Ensure correct operation and safety of tools

Identify and document 2.1 Identify hazards in consultation with appropriate others
hazards and risks
2.2 Determine and document risks associated with identified hazards in
consultation with others

2.3 Make provision to accommodate changes to documentation should

unforeseen hazards be identified

Assign levels of risk, and 3.1 Assign level of risk for each identified hazard
develop and document
3.2 Develop control measures for hazard, level of risk and activity
control measures

14
Agree on and document procedures regarding the hazard, level of risk and control measures in consultation
with appropriate others
Modify control measures in consultation with appropriate others

Ensure tools and equipment are safe and functioning correctly

Follow safe working procedures
Follow safe work methods for controlling risk, including the use of work permits, clearances and isolation
permissions

Follow workplace procedures for dealing with accidents, fires and other emergencies
Recognize and report hazards in the work area

Skills scope

1. The learner will work with documents and procedures, which will include the following:

a) Relevant occupational health, safety and security legislation, regulations and codes of practice
related to hazards present in the industry and particular workplace

b) Accepted industry work and standing workplace operating procedures and specific safety
procedures

c) Work instructions, permissions, job safety analysis documentation and associated procedures for
commencing, carrying out and completing work in a safe, efficient and timely manner

2. The learner will develop skills, which will include how to:

a) Prepare to enter the workplace, using work permits, clearances and isolation permissions as
required

b) Identify hazards in consultation with the appropriate person

c) Assign risk to the identified hazard, and develop and document control measures

d) Implement, monitor and modify control measures as required

e) Complete job safety analysis (JSAs) or safe work methods (SWMs)

f) Record activities

g) Deal with unplanned events

h) Apply work procedures and instructions as they apply to risk control measures

i) Manage accidents and emergencies within the scope of responsibility

3. Hazards associated with working in an extra-low voltage, low-voltage and high-current environment.

4. Hazards, risks and control measures in working on construction sites.

5. Hazards, risks and control measures associated with harmful, devices, materials, gases, dusts and
airborne contaminants:

a) Harmful devices: gas touches, welding equipment, laser equipped devises

 b) Harmful materials: gases (refrigerants) and some industrial cleaning agents, fibers of optical cable,
thermal insulation
c) Harmful airborne contaminants: fibers of thermal insulation, fibers of optical cable, fibrous cement
materials, asbestos and other fibers in insulation materials

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand basic legal 1. Underlying principles of occupational health, safety and security
requirements covering (OHS&S)
occupational health and
2. General aims and objectives of the relevant state or territory
safety in the workplace
legislation relating to OHS&S
3. Employer and employee responsibilities, rights and obligations
4. Major functions of safety committees and representatives
5. Powers given to occupational health, safety and security inspectors
6. Housekeeping and potential hazards in relation to improper
housekeeping
7. Selection of appropriate personal protective equipment (PPE) in
given hazardous situations

2. Understand correct 1. Typical manual handling injuries and the effect they can have on
manual handling lifestyle
2. Situations that may cause manual handling injuries
3. Correct procedures for lifting and carrying to prevent manual
handling injuries

3. Understand hazards, risks 1. Hazardous substances and dangerous goods

and control measures 2. Classification of chemicals as hazardous substances and/or
associated with harmful, dangerous goods
devices, materials, gases,
dusts and airborne 3. Requirements for labeling chemicals in the workplace
contaminants 4. Safe storage procedures for chemicals
5. Purpose and interpretation of material safety data sheet (MSDS)

4. Know how to work 1. Dangers associated with working on ladders and scaffolds
safely at heights 2. Identification of work area as a height risk and use of appropriate
safety equipment to prevent a fall
3. Selection of an appropriate ladder for a given situation and
performance of a safety check before use
 4. Precautions to be taken when ascending, descending and working off
a ladder
5. Precautions to be taken when working on and around a scaffold and
elevated platforms

5. Know how to work safely 1. Hazards associated with working in a confined space
in confined spaces
2. Identification of workplace situations that could be classified as a
confined space

3. Control measures for working in a designated confined space

6. Understand potential 1. Short- and long-term effects of excessive noise and techniques to
physical and avoid damage to hearing due to excessive noise
psychological hazards
2. Effects of vibration on the human body and work practices to protect
against vibration
3. Effects of thermal stress on the human body and work practices to
protect against thermal stress
4. Effects of ultraviolet (UV) radiation on the human body and work
practices to protect against UV radiation
5. Dangers associated with laser operated equipment and tools and
suitable protective measures to overcome the danger
6. Occupational overuse syndrome: how it occurs and means to
overcome it
7. Factors that cause stress in the workplace, symptoms of a person
suffering from stress, and personal stress management techniques
8. Detrimental effects and dangers of drug and alcohol use in the
workplace

7. Know how to work 1. Effects of electric shock on the human body

safely with electricity 2. Common causes of electrical accidents
3. Precautions that can minimize the chance of electric shock: earthing,
extra low voltage, fuses, circuit breakers and residual current devices
(RCDs)
4. Protection offered by a RCD
5. Need for ensuring the safe isolation of an electrical supply
6. Appropriate method of removing an electric shock victim from a
live electrical situation

8. Understand hazards 1. Arrangement of power distribution and circuits in electrical

associated with extra- installations
low voltage, low-voltage 2. Parts of an electrical system and equipment that operate at low
and high-voltage currents voltage and extra-low voltage
3. Parts of an electrical system and equipment where high currents are
likely
9. Understand hazards, 1. Parts of an electrical system and equipment that operate at high
risks, and control voltage.
measures associated with 2. The terms “touch voltage,” “step voltage,” “induced voltage,” and
high- voltage currents “creepage” as they relate to the hazards of high voltage
3. Control measures used for dealing with the hazards of high voltage

10. Understand hazards and 1. Risks in modifying electrical installations, fault finding, maintenance,
risks and control measures and repair
in working with low-
2. Control measures before, during and after working on electrical
voltage equipment
installations, circuits or equipment

3. Isolation and tagging-off procedures

4. Risks and restrictions in working live

11. Understand risk 1. Principle and purpose of risk management

management
2. Processes for conducting a risk assessment

3. Hazard identification by job analysis and work-site inspections

4. Documentation of hazards with Job Safety Analysis (JSAs) or Safe

Work Methods (SWMs)

5. Determination of the degree of the risk

a) high (potential to kill or permanent disability)

b) medium (potential to cause an injury or illness of a permanent

nature)

c) low (potential to cause a cause minor injury requiring first aid

but no permanent disability)

6. Use of control measures to eliminate or control the risk including:

a) eliminate the risk by discontinuing the activity

b) control the risk by redesigning the equipment

c) adopt administrative procedures

d) use of personal protective equipment

7. Engaging in monitoring and reviewing processes to ensure control

measures remain valid
Unit 02 - Review current technologies ITUTS-1-0001-1-3

Unit 02 - Review current technologies

ITUTS-1-0001-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to identify and evaluate hardware and software technologies to meet requirements.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Identify and evaluate 1.1 Identify technologies specific to an industry sector

specific technologies
1.2 Acquire industry-specific technologies

1.3 Identify, classify and use industry-specific technologies

Review and evaluate 2.1 Review and evaluate industry-specific technologies for
technology performance performance, usability and benefit to an organization
2.2 Seek feedback from users where appropriate

Research vendors, suppliers 3.1 Determine suitable suppliers and vendors

and information technology
3.2 Source information from suppliers and vendors
industry specialists
3.3 Assess vendor information against industry standards, organization
requirements or specifications

Skills scope

1. A range of current technologies including hardware and software tools

2. User documentation
3. Marketing information and technical specifications
4. Benchmarking tools
5. Technology standards
6. Performance metrics
7. Industry and professional association information

19
Knowledge learning outcomes

The learner will: Knowledge scope

Understand current 1. Current hardware and software products, and their general
technologies and software features, capabilities and application

2. Current information technology

3. Vendor product directions

4. Main industry technology standards

5. Main types of technology, including one from each of the
categories:

a) Networking

b) Personal computers

c) Printers

d) Software applications

Understand information 1. Information sources

gathering
a) Vendor documents

b) Test pages

c) Web pages

2. Search techniques

Understand accepted 1. Common standards

standards
2. Metrics
Unit 03 - Follow maintenance procedures ITUTS-1-0002-1-3

Unit 03 - Follow maintenance procedures

ITUTS-1-0002-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to follow maintenance procedures to keep equipment and software operating
effectively.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine best practices for 1.1 Identify equipment to be maintained

equipment maintenance
1.2 Identify vendor documentation or other information detailing best
practices in equipment maintenance

1.3 Develop recommended maintenance and operations guidelines for

equipment maintenance
1.4 Document procedures for maintenance based on best practices

Provide equipment 2.1 Plan intended maintenance and gain approval from an appropriate
maintenance person

2.2 Undertake approved maintenance and test the equipment

2.3 Accurately record the maintenance undertaken and outcomes

Skills scope

1. A technical environment with a variety of operational equipment

2. Technical manuals and tools
3. Policies and procedures
4. Equipment may include:
a) Hard drives
b) Monitors and displays
c) Other peripheral devices

21
 d) Personal computers
e) Printers
5. Appropriate person may be:
a) Client
b) Manager
c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand information 1. Diagnostic tools

technology maintenance
2. Help-desk and maintenance practices
3. Steps of maintenance procedures

Understand business 1. Current common hardware and software products

requirements a) general features
b) capabilities
2. Current performance levels of a system
3. Service level agreements
a) Chargeback to business units
b) Penalties
c) Servicing
4. Workload and performance considerations

Understand information 1. Hard drives

technology equipment 2. Modems
3. Monitors and displays
4. Other peripheral devices
5. Personal computers
6. Printers

Understand documentation 1. Audit trails

2. Maintaining equipment inventory
3. Project management templates and report writing
4. Version control
Unit 04 - Install operating systems ITUTS-1-0003-1-3

Unit 04 - Install operating systems

ITUTS-1-0003-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to install or upgrade operating systems.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Install or upgrade an 1.1 Install an operating system successfully

operating system
1.2 Upgrade an existing operating system

1.3 Research and implement automated operating system installation

techniques and procedures
1.4 Migrate files

1.5 Confirm successful installation with an appropriate person

Configure hardware devices 2.1 Research and install appropriate device drivers
and drivers
2.2 Configure hardware resources

2.3 Configure device drivers

Configure the desktop and 3.1 Construct profiles for users

user environments
3.2 Organize shortcuts

3.3 Arrange screen management

Skills scope

1. System access

2. Stand-alone or networked computers

3. Appropriate operating system installation CD, remote download or recovery boot discs

4. Drivers for connected devices

23
5. Relevant technical documentation, manuals and manufacturer’s specifications
6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand operating 1. Current operating systems including details of one of:

systems
a) Mac OS X

b) Windows

c) Unix based

i. Linux

ii. BSD

Understand operating 1. Configuration

system features
2. File handling

3. Internet network access

4. Log-on procedures

5. Printing

6. Device drivers

7. Screen resolution
Unit 05 - Manage device security ITUTS-1-0004-1-3

Unit 05 - Manage device security

ITUTS-1-0004-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to implement and manage security on an information technology device.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Manage user settings 1.1 Modify default user settings to ensure that they conform to a
security policy

1.2 Ensure strength of passwords and password procedures are

appropriate with relevant people
1.3 Access user settings to identify security gaps and take appropriate
action

Secure file and resource 2.1 Review security and access features of an operating system
access
2.2 Develop or review file security

2.3 Monitor and record security threats

2.4 Implement a virus checking process and schedule

2.5 Investigate and implement inbuilt or additional encryption facilities

Monitor security threats 3.1 Use third-party software or utilities to evaluate and report on
security

3.2 Review logs and audit reports to identify security threats

3.3 Carry out spot checks and other security strategies to ensure that
procedures are being followed

3.4 Prepare and present an audit report and recommendations to

appropriate person

3.5 Obtain approval from an appropriate person for recommended

changes to be made

25
Skills scope

1. An information technology device may include:

a) Computer

b) Workstation

c) Mobile device

d) Media devices

e) Related components

i. Operating system

ii. Applications

iii. Internet services

2. Anti-malware software

3. Organizational security policies

4. Manufacturer’s recommendations

5. Security standards

6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand information 1. Security software

technology security
a) Firewall

b) Web services

c) Web browsers

d) Email filters

e) Wireless access

f) Security updates

g) Anti-virus
 2. Unauthorized use

a) Spyware

b) Identity theft

c) Use of another person’s username and password

3. Unauthorized removal or copying

4. Media device loss or theft

5. Malware including:

a) Viruses

b) Worms

c) Trojans

d) Phishing

e) Malicious email attachments

f) Malicious internet downloads

6. File and folder permissions

7. Relevant legislation

8. Authentication, authorization and accounting

Understand security threats 1. Eavesdropping

2. Hacking

3. Impersonation

4. Manipulation

5. Penetration

6. Malware

Understand security 1. Access control

measures
a) Password policy

2. Physical security

a) Biometrics

b) Locked access

c) Cable shielding

d) Disk encryption

e) Safe storage

3. Control data access

a) Reduce visibility of sensitive information

b) Software security

i. Malware protection
Digital signatures

Firewalls

Backup and restore

Security objectives of the organization

Audits

Privacy
Unit 06 - Connect internal hardware components ITUTS-1-0005-1-3

Unit 06 - Connect internal hardware components

ITUTS-1-0005-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to connect internal hardware components according to specifications.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Identify, categorize and 1.1 Identify and categorize different internal hardware components
distinguish hardware
components 1.2 Explain the purpose and characteristics of different internal
hardware component categories

1.3 Distinguish between the different types of devices within each

internal hardware component category

Determine components 2.1 Identify and clarify internal hardware component requirements
required
2.2 Organize and record user component requirements

Obtain components 3.1 Obtain technical specifications for components

3.2 Assess the options and provide recommendations

3.3 Obtain components to prepare for installation

Install components 4.1 Develop plans for the installation of components with minimum
disruption

4.2 Install and configure components according to a plan, installation

procedures and requirements

4.3 Test components for error-free performance, using available

technology

4.4 Identify and resolve problems

29
Skills scope

1. Hardware components may be:

a) Adapter card components

i. Communications

ii. Input/output (I/O)

iii. Multimedia cards

iv. Video

b) Cooling system components

i. Fans

ii. Heat sinks

iii. Liquid cooling systems

c) CPU components

i. CPU manufacturers

ii. Cores

iii. Cache

iv. Speed

d) Display devices

e) Memory components

i. Speed

ii. Types

f) Motherboard components

g) Power supply components

h) Storage devices and backup media components

i. Floppy disk drives

ii. Hard disk drives

iii. Solid state drives

iv. Solid state devices

v. Optical drives

vi. Removable storage

vii. Swappable devices

viii. Tape drives

Knowledge learning outcomes

The learner will: Knowledge scope

Understand hardware 1. Vendor specifications and requirements for component installation

component installation
2. Installation tools

3. Safety procedures

4. Areas of an operating system relevant to configuration and testing

5. Current industry-accepted hardware products

6. System diagnostic software and functionality

Understand hardware 1. Configuration areas of an operating system

installation contexts
2. Organizational guidelines and requirements with regard to safety,
recycling and component installation

3. Diagnostic software and functionality

4. Vendor specifications and requirements for component installation

5. Upgrade reasons

a) Routine maintenance

b) Fault repair

c) User requirements

d) Compatibility

e) Increased capacity

f) Increased speed

g) Increased reliability

h) Software requirements
Unit 07 - Create technical documentation ITUTS-1-0006-1-3

Unit 07 - Create technical documentation

ITUTS-1-0006-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to create technical documentation. The documentation should be clear to the target
audience, easy to navigate and conform to required standards.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Identify and analyze 1.1 Identify documentation requirements

documentation
requirements and client 1.2 Interpret and evaluate documentation requirements
needs 1.3 Investigate industry and documentation standards for
requirements
1.4 Define and document the scope of work to be produced

1.5 Validate and confirm the scope of work

Design technical 2.1 Identify information requirements with reference to layout and
documentation document structure

2.2 Create document templates and style guides consistent with

information requirements

2.3 Conduct a review of the system in order to understand its

functionality

2.4 Develop the structure of the technical documentation giving focus

to the flow of information, style, tone and content format

2.5 Validate the technical documentation

Develop and create 3.1 Write technical documentation based on a template and scope of
technical documentation work using the information gathered

3.2 Translate technical terminology into plain English where

appropriate

3.3 Apply content format and style according to documentation

standards and templates

32
 Evaluate and edit technical 4.1 Submit technical documentation to appropriate person for review
documentation
Gather and analyze feedback

Incorporate alterations into the technical documentation

Edit the technical documentation for technical and grammatical

accuracy

Prepare documentation for 5.1 Check that the completed technical documentation meets
publication requirements and the scope of work

Submit the technical documentation to appropriate person for

approval

Prepare the technical documentation for publication and

distribution using appropriate channels

Skills scope

1. Domain information

a) Systems, networks or applications to be documented

2. Required standards

a) Naming conventions

b) Version control

c) Accessibility

d) Reading ages

3. Editing tools

a) Word-processing software

b) Web page editors

c) Drawing tools

d) Templates
Knowledge learning outcomes

The learner will: Knowledge scope

Understand document 1. Document functions

editing
a) Formats

b) Styles

c) Templates

d) Fonts

e) Contents

f) Index

g) Hyperlinks

h) Inserting images

2. Document types

a) Brochures

b) Manuals

c) Tutorials

d) User guides

3. Document formats

a) Printed

b) Web pages

c) Microsoft Word or equivalent

d) PDF

Understand usability 1. Readability

2. Accessibility

3. Target audiences

Understand the domains to 1. The technical subjects to be documented such as systems,

be documented networks, hardware or applications

Understand document 1. Feedback gathering techniques

reviewing a) Workshops

b) Surveys
Unit 08 - Provide first-level remote help-desk support ITUTS-1-0007-1-3

Unit 08 - Provide first-level remote help-desk support

ITUTS-1-0007-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to diagnose and resolve first-level user support difficulties and use communications
technologies effectively.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine the user support 1.1 Determine the eligibility status of the individual experiencing the
issue user support difficulty against organizational guidelines for user
support services

1.2 Clarify the user support difficulty with client, using active listening
and questioning techniques where possible

1.3 Confirm the nature of the user support difficulty or change request
with client, using technical language that is understandable by the
client

1.4 Identify the hardware or software being used by the client

Confirm resolution of user 2.1 Determine, describe and eliminate factors that may have
support issue created the user support issue or permit it to recur

2.2 Explain and guide the client through a complete recovery and
resolution process for the issue or change request

2.3 Provide sufficient instruction to the client to enable effective

handling and resolution of the issue

2.4 Offer next-level escalation if user request is not possible to resolve

under current circumstances

Maintain communication 3.1 Confirm resolution of difficulty with client

links
3.2 Confirm client satisfaction

3.3 Inform client of additional support or services available, according

to the organization's client service policy

35
Provide the client with additional information related to products and services offered by the organization

Complete the client contact records according to the client service requirements

Use telecommunications effectively

Use email effectively

Use communications technology
Respond to and make calls
effectively
Transfer or forward calls

Record and transmit messages

Skills scope

1. A range of current technologies, including hardware and software

2. User and technical documentation

3. Telecommunications equipment

4. Email

5. Organizational policies and procedures

a) Client service policies

b) User support policies

c) Escalation procedures

6. User support software

7. Client may include:

a) Employee

b) External organization

c) Individual

d) Internal department
Knowledge learning outcomes

The learner will: Knowledge scope

Understand user support 1. Common issues and solutions, including:

a) Forgotten login details

b) Device issues

c) Internet connectivity

d) Email

e) Lost data

f) Printer jam

2. Support levels

3. Type of support

a) Online

b) Phone support

c) Advantages and disadvantages of different methods

4. Recording and interaction

a) Software forms

b) Verbal reports

c) Error messages

d) Diagnostic reports

Understand current 1. Typical hardware and software products, their general features,
technologies and software capabilities and common issues

2. Examples of technology, including one from each of the categories:

a) Networking

b) Personal computers

c) Printers

d) Software applications

i. Email programs

ii. Internet browsers

iii. Word-processors
Unit 09 - Record and follow up on change requests ITUTS-1-0008-1-3

Unit 09 - Record and follow up on change requests

ITUTS-1-0008-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to deal with change requests.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Review change requests 1.1 Receive and document requests for software or system changes
from a client, using a change-management system

1.2 Gather and organize data relevant to the change requests

1.3 Determine impact, risks, costs and benefits

1.4 Review the proposed changes against requirements

1.5 Review and clarify the selected changes with an appropriate person

Modify documents or a 2.1 Undertake the selected changes

system according to
2.2 Check the changes with an appropriate person
requested changes
2.3 Resolve identified problems

2.4 Revise documentation to reflect changes

Confirm that changes meet 3.1 Deliver appropriate changes

requirements
3.2 Obtain feedback from appropriate person to ensure changes
meet requirements

3.3 Conduct follow-up action, if required

38
Skills scope

1. Word-processing

a) Templates and style guides

2. Change management tools

3. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand accepted 1. Quality assurance practices and standards

standards
2. Document design and usability

Understand change 1. Change management practices

management
a) Using and updating a change-management system

b) Reviewing and assessing change requirements

c) Planning and implementing change procedures

2. Version control

3. Audit trails

4. Help-desk procedures

Understand risk analysis 1. Quantifying risk

a) Magnitude

b) Likelihood

2. Event tree

3. Fault tree
Unit 10 - Provide one-to-one instruction ITUTS-1-0009-1-3

Unit 10 - Provide one-to-one instruction

ITUTS-1-0009-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to convey technical information to an individual for their specific use through a one-
to-one instruction session.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine client needs 1.1 Liaise with a client to determine learning needs and type of one-to-
one instruction required

1.2 Agree a date, time and location with the client for the instruction
session

Plan instruction 2.1 Determine the resources required to perform the instruction

2.2 Prepare the instruction plan

2.3 Acquire the resources according to organizational guidelines and

prepare the resources for the instruction session

2.4 Provide details of instruction plan in advance

Provide appropriate 3.1 Deliver instruction session to a client, using identified instructions
instruction
3.2 Document the instruction session according to organizational
guidelines

3.3 Refer further instruction requirements or training needs to

appropriate person as required

Obtain client feedback 4.1 Create or obtain an evaluation and feedback form or other
feedback mechanism according to organizational guidelines

4.2 Obtain client evaluation and feedback to ensure the requirements

of the client are met

4.3 Review client feedback and discuss suggestions with appropriate

person

40
Skills scope

1. Presentation materials

2. Slideshow software

3. User and technical documentation

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the technology 1. Features and capabilities of selected hardware and software
to be presented products

2. Hardware and software supported by an organization

3. Information technology terminology

4. Sources and availability of technical information

Understand basic instruction 1. Features of presentations

2. Provision of documentation and manuals

3. Personalization

4. Types of advice and support

a) On-site instruction

b) Telephone instruction
Unit 11 - Provide client support ITUTS-1-0010-1-3

Unit 11 - Provide client support

ITUTS-1-0010-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to provide direct client support.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Establish and maintain 1.1 Receive requests and inquiries from clients in a courteous and
contact with clients professional manner, according to organizational policy

1.2 Effectively communicate through verbal and non-verbal

communication, including face-to-face meetings
1.3 Maintain client contact until support needs are met

Record and process client 2.1 Document client support needs and verify accuracy with the client
support requirements
2.2 Process routine client support requirements

2.3 Answer client inquiries promptly

2.4 Record and pass on messages or information appropriately

2.5 Take follow-up action according to organizational policy

Respond to client 3.1 Convey a positive, helpful attitude to clients when handling
complaints complaints

3.2 Handle complaints sensitively, courteously and with discretion

3.3 Take action to resolve client complaint to client satisfaction

Convey information and 4.1 Express ideas and suggestions clearly to appropriate people
ideas to people 4.2 Relay problems and concerns to appropriate person according to
procedures and guidelines

42
Skills scope

1. Tools and techniques used for user support

2. Communications systems
a) Phone
b) Email
c) Online forms
d) Social media
3. Organizational policies and guidelines
4. Appropriate person may be:
a) Client
b) Manager
c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the tools and 1. Tools

techniques used for user
a) Software diagnostics
support
b) Monitoring tools
2. Techniques
a) Direct questioning
b) Recording faults
c) Recording remedies
d) Fault log
e) Solutions database

Understand organizational 1. Working procedures

policies a) Cost constraints
b) Time constraints
c) User expertise
2. Organizational guidelines
a) Service level agreements
b) Fault reports
c) Sensitivity of information
Unit 12 - Configure a desktop in a network environment ITUTS-1-0011-1-3

Unit 12 - Configure a desktop in a network environment

ITUTS-1-0011-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to install, configure and support a desktop or workstation operating system in a
networked environment.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Prepare to install a network 1.1 Obtain desktop applications and features from appropriate person
desktop operating system
1.2 Review required installation options and file systems

1.3 Determine and apply knowledge of licensing, hardware and system

requirements
1.4 Analyze data migration requirements

1.5 Back up local data in preparation for installation

1.6 Arrange access to site and advise client of deployment

and potential down times

Install desktop operating 2.1 Install or upgrade desktop operating system using appropriate
system and applications installation or update method

2.2 Install desktop applications according to identified requirements

2.3 Configure network settings to connect workstation to network

2.4 Patch the operating system and applications to ensure maximum

security and reliability

2.5 Restore local data to new workstation

Configure desktop 3.1 Configure hardware devices and shared resources

environment
3.2 Administer user environment and create user profile

3.3 Create file and directory structure using appropriate administration

and system tools

3.4 Configure access to external data

44
 Operate command line 4.1 Open a command line interface
interface
4.2 Run appropriate commands and scripts from the command line
interface

4.3 Manipulate files using the command line

Configure network desktop 5.1 Modify default user settings to ensure that they match the
security organizational security policies

5.2 Modify file and directory ownership and permissions to ensure data
security requirements are met

5.3 Ensure password security

5.4 Ensure that the appropriate legal notices are displayed at logon

5.5 Implement security options for network protocols

Monitor and test the 6.1 Test the network desktop environment to ensure that client,
network desktop functionality and performance requirements have been met

6.2 Analyze and respond to diagnostic information

6.3 Use troubleshooting tools and techniques to diagnose and correct

desktop problems

6.4 Document the desktop environment, according to organizational

policy

Skills scope

1. Network server access

2. Network operating system

3. Desktop operating system

4. Networked computers or workstations

5. Appropriate operating system installation media, remote download or recovery boot discs

6. Drivers for connected devices

7. Relevant technical documentation, manuals and manufacturer’s specifications

8. Appropriate person may be:

a) Client

b) Manager

c) Teacher
Knowledge learning outcomes

The learner will: Knowledge scope

Understand networking 1. Network servers

2. Network operating system

3. Network resources

a) Cabling

b) Local area network

c) Wide area network

d) Diagnostic software

e) Switch

f) Router

4. User environment

a) Users and groups

b) Login defaults and options

c) Login scripts

d) Authentication and authorization

e) User profiles

5. Network settings

a) Default gateway

b) Domain name system (DNS) server

c) Firewall

d) Internet protocol (IP) address and subnet mask (static or

dynamic)

Understand network 1. Dynamic host configuration protocol (DHCP)

protocols
2. Dynamic name system (DNS)

3. File transfer protocol (FTP)

4. Hypertext transfer protocol (HTTP and HTTPS)

5. Internet message access protocol (IMAP)

6. Network file system (NFS)

7. Network time protocol (NTP)

8. Post office protocol (POP)

9. Server messages block (SMB)

 10. Simple mail transfer protocol (SMTP)

11. Simple network management protocol (SNMP)

12. TCP/IP

Understand operating 1. Current operating systems, including details of one of:

systems
a) Mac OS X

b) Windows

c) Unix based, e.g.:

i. Linux

ii. BSD

2. Security settings

a) Anti-spam software

b) Antivirus software

c) Internet-browser privacy security settings

d) Operating system firewall utilities

e) Proxy settings

Understand operating 1. Configuration

system features
2. File handling

3. Internet network access

4. Log-on procedures

5. Printing

6. Device drivers

7. Screen resolution

8. Security settings

a) Anti-spam software

b) Antivirus software

c) Internet-browser privacy security settings

d) Operating system firewall utilities

e) Proxy settings
Unit 13 - Deploy software to networked computers ITUTS-1-0012-1-3

Unit 13 - Deploy software to networked computers

ITUTS-1-0012-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to plan, manage and support the installation of new or upgraded software to
networked computers according to vendor and organization specifications.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine operating system 1.1 Assess client software and licensing requirements, considering
and software and hardware compatibility with existing application software and operating
requirements system

1.2 Assess hardware requirements

1.3 Analyze requirements against local area network (LAN), wide area
network (WAN), and wireless networks within organizational
guidelines

1.4 Evaluate client requirements according to organizational guidelines,

corporate purchasing procedures and budget

Obtain deployment 2.1 Evaluate deployment software according to client requirements

software to automate and organizational guidelines
deployment
2.2 Obtain technical specifications, including support arrangements
and licensing from appropriate person

2.3 Acquire software and licenses, according to organizational

procedures from appropriate person

2.4 Store software licenses and manuals, according to organizational

guidelines

Automate installation of an 3.1 Plan and deploy operating system according to appropriate vendor
operating system via a installation procedures with minimal disruption to network and
network clients

3.2 Configure and test installation to ensure that it meets client needs
and vendor specifications

3.3 Install updates and patches

48
 Automate installation of Plan and deploy software packages according to appropriate
software packages via vendor installation procedures with minimal disruption to network and
network
clients
Configure and test installation to ensure that it meets client needs and
vendor specifications

Test and sign off Test installed software for error-free performance, identifying and
resolving problems

Determine and document security and licensing issues

5.3 Obtain evaluation and feedback from appropriate person, to

ensure that requirements have been met

Skills scope

1. Software deployment tools

2. Network server access

3. Software applications

a) Office applications

b) Utilities

4. Networked computers or workstations

5. Relevant technical documentation, manuals and manufacturer’s specifications

6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

7. Vendors may include:

a) Adobe

b) Apple

c) Citrix

d) Linux or Unix

e) Microsoft

f) Novell

g) Open source
Knowledge learning outcomes

The learner will: Knowledge scope

Understand deployment 1. At least one remote installation service

tools
2. Server tools

Understand networking 1. Network settings

a) Default gateway

b) DNS server

c) Firewall

d) IP address (static or dynamic) and subnet mask

Understand network 1. Dynamic host configuration protocol (DHCP)

protocols
2. Dynamic name system (DNS)

3. File transfer protocol (FTP)

4. Network file system (NFS)

Understand operating 1. Current operating systems including details of one of

systems
a) Mac OS X

b) Windows

c) Unix based, e.g.:

i. Linux

ii. BSD
Unit 14 - Identify and resolve hardware related problems ITUTS-1-0013-1-3

Unit 14 - Identify and resolve hardware related problems

ITUTS-1-0013-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to identify and resolve or escalate information technology hardware problems.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine client hardware 1.1 Determine client support requirements by using questioning or
problems other techniques

1.2 Accurately document client responses for follow-up action

1.3 Review service level agreement and appropriate procedures to

determine action including escalation procedures
1.4 Take action to gain further information

1.5 Refer to a database of known problems to identify possible

resolution options

Prioritize client hardware 2.1 Determine the scale of the problem based on information gathered
problems
2.2 Undertake an impact analysis of the problem to determine
severity and risks

2.3 Prioritize the problem according to the organization's escalation

procedures

2.4 Provide advice and support to the client from database of known
problems

Refer hardware problems 3.1 Provide appropriate person with client and problem details

3.2 Document the advice and recommendations obtained

Undertake hardware 4.1 Obtain appropriate components for resolution in line with
support organizational guidelines

4.2 Provide support activity in line with organizational guidelines

4.3 Document action taken for support activity

51
Maintain communication with appropriate person throughout support activity

Store or dispose of used components following organizational environmental guidelines

Prepare a report, including information about problems and resolution action

Forward report to appropriate person
Confirm hardware problem
Obtain feedback from appropriate person to ensure requirements have been met
resolution
Forward client feedback to appropriate person for sign-off and record in known problems database
Conduct appropriate follow-up action

Skills scope

1. Tools and techniques used for user support

2. Communications systems

3. Organizational policies and guidelines

4. Hardware manuals

5. Solutions database

6. Appropriate person may be:

a) Client
b) Manager

c) Teacher

d) vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand hardware 1. Hardware used in an organization

troubleshooting
2. Current widely used hardware

3. Hardware-related symptoms:
 a) Alerts

b) Excessive heat

c) Noise

d) Odor

e) Status light indicators

f) Visible damage

4. Equipment issues

a) Keyboard

b) Power conditions

c) Desktop computer peripherals

d) Printers

i. Ink replacement

ii. Paper jam

iii. Manage print jobs

iv. Print spooler

v. Printer properties and settings

vi. Print a test page

5. Solutions

a) Repair tools

b) Business processes

c) New hardware

d) Hardware upgrades

e) User training

f) Cleaning

Understand the tools and 1. Tools

techniques for user support
a) Monitoring tools

b) Remote diagnostic connections

c) Error logging tools

2. Techniques

a) Direct questioning

b) Recording faults

c) Recording remedies
d) Fault log

e) Solutions database
Understand organizational 1. Organizational guidelines
policies
a) Service level agreements

b) Fault reports

c) Security

d) confidentiality
Unit 15 - Support an operating system ITUTS-1-0014-1-3

Unit 15 - Support an operating system

ITUTS-1-0014-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to support a desktop operating system.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Identify properties of 1.1 Determine the general features of operating systems

operating systems
1.2 Compare and contrast features of two operating systems

1.3 Compare the file structures of operating systems

Determine features of an 2.1 Determine the currency of an operating system

operating system
2.2 Examine and accurately record an operating system file and root
structure

2.3 Observe and understand boot process

Resolve operating system 3.1 Evaluate a non-functional operating system

problems
3.2 Diagnose accurately causes of system faults

3.3 Identify system tools available to troubleshoot problems

3.4 Resolve common operating system problems

3.5 Check the problem is resolved with an appropriate person

Skills scope

1. Desktop computers with a specific operating system

2. Appropriate operating system installation media or recovery boot discs

3. Relevant technical documentation, manuals and manufacturer’s specifications

4. System tools may be:

55
 a) Administrative tools

b) Disk management tools

5. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand operating 1. Current operating systems

systems
a) Mac OS X
b) Windows

c) Unix based, e.g.:

i. Linux

ii. BSD

2. Legacy versions of operating systems

Understand features of one 1. Configuration

operating system
2. File handling

3. Device management

4. Internet network access

5. Log-on procedures

6. Installation methods

7. Printing

8. User interface

Understand common 1. Error messages and conditions:

operating system problems
a) Boot

b) Event log errors

c) Start-up

d) System performance and optimization

2. Operational problems

a) Application install, start or load failure

Auto-restart errors

Blue screen error

Devices drivers failure

System lock-up

Printing problems
Unit 16 - Support system software ITUTS-1-0015-1-3

Unit 16 - Support system software

ITUTS-1-0015-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to support system software.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Maintain system software 1.1 Evaluate system effectiveness against requirements and
benchmarks

1.2 Review system reports and files to assess usage

1.3 Troubleshoot a system with appropriate system tools

Set up system files 2.1 Use the appropriate administration and tools to create file and
folder structures

2.2 Set security, access and sharing of file system to meet requirements

2.3 Test a file system to ensure that appropriate access is available to

individuals and groups

2.4 Document a file system

2.5 Confirm correct system functionality with an appropriate person

Maintain storage 3.1 Monitor physical storage usage

3.2 Monitor storage performance, faults and life cycle

3.3 Replace, upgrade and install storage devices

Carry out system backup 4.1 Ensure system backups are completed according to system
requirements

4.2 Ensure system backups are recorded according to requirements

Restore system from backup 5.1 Ensure system restores are completed when required

5.2 Optimize the restored system according to requirements

5.3 Ensure system restores are documented accurately

58
Skills scope

1. An information technology system

2. Organization performance benchmarks
3. Organization policies
4. System tools
5. System documentation
6. Appropriate person may be:
a) Client
b) Manager
c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand information 1. Hardware and software components

technology systems
a) Operating systems
b) Servers
c) Storage media
d) Applications
2. Gateways
3. File structures
4. Networks
a) Data
b) Large wide area networks and small local area networks
c) Internet

Understand system 1. Client or user

requirements 2. Cost constraints
3. System functionality
4. Roles and permissions

Understand security 1. Privacy

requirements 2. Security levels
Unit 17 - Identify and resolve software related problems ITUTS-1-0016-1-3

Unit 17 - Identify and resolve software related problems

ITUTS-1-0016-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to identify and resolve or escalate information technology software problems.
Recommended learning hours: 72

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine client software 1.1 Determine client support requirements by using questioning or
problems other techniques

1.2 Accurately document client responses for follow-up action

1.3 Review service level agreement and appropriate procedures to

determine action including escalation procedures
1.4 Take action to gain further information

1.5 Refer to a database of known problems to identify possible

resolution options

1.6 Consult with appropriate people regarding the reported problems

Prioritize client software 2.1 Determine the scale of the problem based on information gathered
problems
2.2 Undertake an impact analysis of the problem to determine
severity and risks

2.3 Prioritize the problem according to the organization's escalation

procedures

2.4 Provide advice and support to the client from database of known
problems

Refer software problems 3.1 Provide appropriate person with client and problem details

3.2 Document the advice and recommendations obtained

Undertake software support 4.1 Rectify software problems in line with organizational guidelines

4.2 Provide advice to client regarding the resolution of reported

software problem

4.3 Document action taken for support activity

60
4.4 Maintain communication with appropriate person throughout support activity

Prepare a report, including information about problems and resolution action

Confirm software problem
Forward report to appropriate person
resolution
Obtain feedback from to appropriate person to ensure requirements have been met

Forward client feedback to appropriate person for sign-off and record in known problems database
Conduct appropriate follow-up action

Skills scope

1. Tools and techniques used for user support

2. Communications systems

3. Organizational policies and guidelines

4. Software manuals

5. Solutions database

6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand software 1. Software used in an organization

troubleshooting
2. Current widely used software
a) Office applications
b) Email
c) Utilities
3. Software customization
 a) Changing default settings
b) Menus and toolbars
c) Templates
d) Forms
e) Macros
f) Shortcuts
4. Software related symptoms may include:
a) Inappropriate printer driver
b) Out-of-date version
c) Virus
d) Software bug
e) User-related issues
f) Compatibility issues
5. Solutions
a) Business processes
b) Implementing a new system
c) New software
d) Software upgrades or patches
e) User training

Understand the tools and 1. Tools

techniques for user support a) Software diagnostic
b) Error logging tools
c) Control panel
2. Techniques
a) Direct questioning
b) Recording faults
c) Recording remedies
d) Fault log
e) Solutions database

Understand organizational 1. Organizational guidelines

policies a) Service level agreements
b) Fault reports
c) Security
d) Confidentiality
Unit 18 - Install, configure and test network hardware ITUTS-1-0017-1-3

Unit 18 - Install, configure and test network hardware

ITUTS-1-0017-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to plan, manage and install new hardware components, including switches and routers, in
a network.
Recommended learning hours: 72

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine network 1.1 Ascertain network topology and technical requirements

hardware requirements
1.2 Assess network hardware requirements

1.3 Analyze requirements against local area network, wide area

network, wireless networks, and mobile equipment access design
limitations and organizational guidelines

Recommend network 2.1 Obtain technical specifications

hardware
2.2 Evaluate or test hardware according to requirements and
organizational guidelines

2.3 Document hardware recommendations

2.4 Determine and document licensing requirements and security

issues

2.5 Organize cabling infrastructure

Install network hardware 3.1 Conduct installation with minimal disruption

3.2 Install hardware according to appropriate installation procedures

3.3 Configure and test an installation to ensure that it meets needs

Install and configure a 4.1 Determine the internet protocol (IP) addressing scheme for a
switch and a router network

4.2 Select a switch or router according to technical requirements

4.3 Choose cables, wireless application protocol, connectors and

peripherals

63
 Assemble router and peripherals according to manufacturer's
requirements, the organization’s guidelines, and protocols

Connect cables to the switch or router and to the network

Configure a switch or router according to manufacturer's

instructions and technical requirements

Test a switch and router and 5.1 Test the switch or router for connectivity across the network and
reconfigure the network for routing protocol functions

Test a switch or router according to manufacturer's instructions

and technical requirements

Reconfigure network as required

Provide instruction and Determine and document instructions and needs

support for installed
products Provide one-to-one or group instruction to appropriate people

6.3 Obtain evaluation and feedback from appropriate people, to ensure

that requirements have been met

Skills scope

1. Network hardware may be:

a) Access points

b) Firewalls

c) Gateways

d) Hubs

e) Modems

f) Network bridges

g) Network interface cards

h) Network-attached storage (NAS)

i) Print servers

j) Routers

k) Storage devices

l) Switches

2. Components may be:

a) Central processing unit (CPU)

b) Battery

c) Interface cards
 d) Motherboards

e) Power supply

f) Random access memory (RAM)

3. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand network 1. Current network hardware products

hardware
2. Hardware installation procedures
3. Local and wide area network capabilities and characteristics
a) Network type

b) IP addressing

c) MAC addressing

d) Switch or hub operation

4. Network connections

a) Types of cables

b) Cabling distance limitations

c) Wireless connections

5. Operating systems sufficient to enable basic installation

a) Mac OS

b) Windows

c) Linux

6. Set-up and configuration procedures

Understand switches and 1. Switches

routers
a) Layers

b) Configuration

c) Addressing
 d) Multilayer switching

e) Protocols

2. Routers

a) Delimiting broadcast traffic and conserving bandwidth

b) Router-based network architectures

c) Dynamic routing algorithms

d) Routing tables

e) Redundant paths

f) Basic router commands

g) Configuration:

i. Clock rate

ii. Password protection of router

iii. Routing protocol

h) Firewalls

i) Functions

j) Tables

Understand network 1. User requirements

hardware requirements
2. Routine maintenance

3. Fault repair

4. Upgrade

a) Capacity

b) Speed

c) Compatibility

d) Reliability

Understand installation risks 1. Risks to systems

a) Electrostatic discharge damage

b) Equipment damage

c) Loss of data or service

2. Precautions

a) Health and safety regulations

b) Antistatic equipment

c) Use of appropriate tools

d) Backup data
Unit 19 - Administer network peripherals ITUTS-1-0018-1-3

Unit 19 - Administer network peripherals

ITUTS-1-0018-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to manage peripherals in a network.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Install peripherals to a 1.1 Plan the location of peripherals to provide appropriate services to
network users

1.2 Connect peripherals to a network, using vendor-approved method

and technology
1.3 Connect peripherals to computers in the network using direct
connection methods

1.4 Add peripheral accessories or upgrades to printers

1.5 Test peripherals for correct operation

Configure peripheral 2.1 Install software required to manage local and network-connected
services to manage peripherals
peripherals
2.2 Use meaningful names for peripherals and control queues

2.3 Configure security and access to allow appropriate users to make

use of peripherals

2.4 Configure workstations for peripherals to allow applications to

work with peripherals

Administer and support 3.1 Assign priority to control queues

peripheral services
3.2 Use peripheral management software

3.3 Create templates for use on the network

3.4 Configure settings on the network to create maintenance

schedules, usage logs, and usage statistics

3.5 Demonstrate the methods for using peripheral services from their
application or workstation

67
Maintain peripherals and fix Establish and follow a regular maintenance schedule as recommended by
common problems peripheral manufacturer
Replace consumables and components when required

Fix peripheral mishaps and malfunctions

Monitor peripheral usage and traffic and recommend additional

peripherals if needed

Determine failures of peripheral services or devices and rectify as required

Skills scope

1. Network peripherals may be:

a) Bluetooth devices

b) Firewire devices

c) Keyboards

d) Modems

e) Printers

i. Inkjet

ii. Laser

iii. Network

f) Printer peripheral upgrades may include:

i. Memory

ii. High-volume paper trays

g) Scanners

h) Speakers

i) Storage devices

j) Universal serial bus (USB) device

2. Components may be:

a) CD and DVD drives

b) Central processing unit (CPU)

c) Battery

d) Interface cards

e) Motherboards

f) Power supply
 g) Random access memory (RAM)
3. Consumables may be:

a) Disks

b) Tape

c) Ink cartridges

d) Toner cartridges

e) Paper

4. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand network 1. User requirements

peripheral requirements
2. Routine maintenance
3. Fault repair
4. Upgrade
a) Capacity
b) Speed
c) Compatibility
d) Reliability

Understand installation risks 1. Risks to systems

a) Electrostatic discharge damage
b) Equipment damage
c) Loss of data or service
2. Precautions
a) Health and safety regulations
b) Antistatic equipment
c) Use of appropriate tools
d) backup data
Unit E01 - Understand self-management skills (Employability) GNUXSA-1-0001-1-3

Unit E01 - Understand self-management skills

(Employability)
GNUXSA-1-0001-1-3

Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills in
planning their work within their area of responsibility. Learners will develop skills in
planning and organizing their own work, identifying ways to improve their work through
personal development activities and asking for feedback from others.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Plan work to meet 1.1 Identify areas in which they need to manage their time
objectives appropriately

1.2 Prioritize tasks and activities in order to achieve daily objectives

1.3 Agree planning targets with an appropriate person

2. Take steps to improve own 2.1 Agree personal work objectives with an appropriate person
work
2.2 Identify current skills and plan how to address any skills gaps

2.3 Prepare a personal development plan with appropriate targets

2.4 Ask for feedback from others on how to improve their work

Skills scope

1. Personal development plans include:

a) Priorities

b) Target dates

c) Development activities

d) Skills needs

70
Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand how to plan and 1. The purpose and value of managing own time and commitments
maintain work
2. Ways of managing time and prioritizing tasks

2. Understand how to improve 1. How to identify own personal work objectives

own work
2. The contents of a personal development plan

3. The types of development activities that can be undertaken to

address identified gaps in knowledge, understanding and skills

4. The requirements of a personal work role including the limits of

personal responsibilities

5. How to ask for feedback from others to improve own work

Unit E02 – Understand how to work as a member of a team
(Employability) GNUSXA-1-0002-1-3

Unit E02 – Understand how to work as a member of a team

(Employability)
GNUSXA-1-0002-1-3

Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills
to contribute to team working.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Work as a member of a 1.1 Contribute to team planning

team
1.2 Carry out team activities in accordance with agreed work schedule

1.3 Ask for assistance from other team members when required

1.4 Support team members in achieving the work requirements and

schedule

1.5 Make suggestions for improvements to team activities and work

practice

1.6 Listen to ideas and suggestions from other team members

1.7 Complete team activities and tasks to agreed requirements and

deadlines

2. Review own performance as 2.1 Identify positive team working behaviors demonstrated during
a team member team working

2.2 Identify team working skills and behaviors that could be

improved in the future

72
Skills scope

1. Positive team working behaviors include:

a) Respecting others’ views and opinions

b) Making commitments and keeping them

c) Active listening

d) Giving useful feedback

e) Responding promptly and willingly to requests

f) Honesty and openness in dealing with others

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand how to work 1. Planning activities and prioritizing work

as a member of a team
2. Methods of communication within the team

3. The importance of contributing effectively to team activities

4. Positive behaviors for team working

Unit E03 – Understand work and career progression (Employability) GNUXSA-1-0003-1-3

Unit E03 – Understand work and career progression

(Employability)
GNUXSA-1-0003-1-3

Purpose:
The purpose of this unit is to provide learners with the knowledge and understanding to
develop work-related skills and prepare for employment. Learners will demonstrate a range
of positive behaviors which would be expected in the workplace, and understand the sector
they have chosen and how to plan a career.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Demonstrate work 1.1 Demonstrate positive behaviors appropriate to employment

preparation skills
1.2 Investigate their chosen sector and career opportunities within it

1.3 Prepare a CV

Skills scope

1. Behaviors appropriate to employment:

a) Positive attitude to work

b) Courtesy and friendliness

c) Ability to meet deadlines

d) Taking responsibility for own work

e) Good attendance and punctuality

f) Honesty and integrity

g) Adaptability and flexibility in responding to requests

h) Motivation to carry out and improve own work

2. CV features include:

74
 a) Personal information
b) Education and qualifications

c) Work experience

d) Personal qualities and interests

e) Referees

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand the chosen 1. The main organizations operating in the sector

sector
2. The products and/or services related to the sector

3. Job roles within the sector

4. Skills, knowledge and understanding needed to work in the sector

2. Understand how to plan a 1. The uses of a CV in career planning

career
2. The job opportunities within the chosen sector

3. Career progression paths within the chosen sector

4. How to develop own skills in working in the sector

3. Understand employer 1. The range of positive behaviors expected within the workplace
expectations
Unit 20 - Identify, evaluate and apply current technologies ITUTS-1-0019-2-4

Unit 20 - Identify, evaluate and apply current technologies

ITUTS-1-0019-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to identify, evaluate and apply industry-specific technologies and to meet identified industry
standards.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Identify and evaluate 1.1 Identify technologies specific to an industry sector

specific technologies
1.2 Acquire selected technologies

1.3 Identify, classify and use industry-specific technologies

Apply technology to assist in 2.1 Conduct testing of industry-specific technologies

solving problems
2.2 Apply features and functions of technologies to provide a suitable
solution to an identified problem

2.3 Demonstrate depth of knowledge of enabling technologies to an

accepted industry standard

2.4 Access and use sources of information relating to the industry-

specific technologies

Review and evaluate 3.1 Review and evaluate industry-specific technologies for
software performance performance, usability and benefit to the organization

3.2 Determine environmental considerations involved with using the

technologies

3.3 Seek feedback from appropriate people

76
Skills scope

1. A range of current technologies including hardware and software tools

2. Hardware may include:

a) Computers and consoles

b) Mobile devices

c) Displays

d) Input devices

e) Wearable devices

f) Servers

g) Communications and connectivity systems

3. Software may include:

a) Business applications

b) Creative applications

c) Mobile apps

d) Utilities

e) Online applications

f) Simulations

4. User documentation

5. Marketing information and technical specifications

6. Benchmarking tools

7. Technology standards

8. Accessibility and usability standards

9. Performance metrics

10. Appropriate person may be:

a) Client

b) Manager

c) Teacher
Knowledge learning outcomes

The learner will: Knowledge scope

Understand current 1. Current technology trends

technologies and software
2. Directions in information technology

3. Main industry technology standards used

4. Vendor product directions

5. Business requirements

6. Current hardware and software products, their general features,

capabilities and application

Understand information 1. Information sources

gathering
a) Vendor documents

b) test pages

c) web pages

2. Search techniques

Understand accepted 1. Quality assurance practices and standards

standards
2. Accessibility and usability standards

3. Metrics

4. Technical hardware standards

Unit 21 - Install and upgrade operating systems ITUTS-1-0020-2-4

Unit 21 - Install and upgrade operating systems

ITUTS-1-0020-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to install new operating systems, upgrade existing ones and troubleshoot operating
system problems.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine operating system 1.1 Review technical support procedures

requirements
1.2 Understand operating system requirements

1.3 Arrange for an installation or upgrade

Install or upgrade an 2.1 Install an operating system successfully

operating system
2.2 Upgrade an existing operating system

2.3 Research and implement automated operating system installation

techniques and procedures

2.4 Migrate files

Manage and troubleshoot 3.1 Configure local resources access

resource access
3.2 Configure sharing of local resources

3.3 Assign access rights to shared resources

Resolve problems using 4.1 Identify command line options and system tools available to
tools troubleshoot problems

4.2 Identify specific problems and implement strategies for resolution

4.3 Use options and tools to resolve common operating system issues

Configure and troubleshoot 5.1 Determine and resolve problems with hardware resources
hardware devices and
drivers 5.2 Research and install appropriate device drivers

5.3 Configure hardware resources

5.4 Configure device drivers

79
 Configure and troubleshoot 6.1 Construct profiles for users
the desktop and user
environments 6.2 Organize shortcuts

6.3 Arrange screen management

Provide instructions about 7.1 Provide one-to-one or group instruction about operating system
an operating system changes and features
implementation
7.2 Obtain evaluations from an appropriate person about a system to
ensure requirements are met

Skills scope

1. System access

2. Stand-alone computers

3. Appropriate operating system installation CD, remote download or recovery boot discs

4. Drivers for connected devices

5. Relevant technical documentation, manuals and manufacturer’s specifications

6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand operating 1. Current operating systems

systems
a) Mac OS X

b) Windows

c) Android

d) Unix based

i. Linux

ii. BSD

2. Legacy operating systems

 3. Open source operating systems

4. Licensing requirements

Understand operating 1. Configuration

system features
2. File handling

3. Internet network access

4. Log-on procedures

5. Printing

6. User interface

7. Directory structures

8. Virtual memory

9. Command line

10. Security

11. Device drivers

Understand profiles 1. Local profiles

2. Mandatory profiles

3. Roaming profiles
Unit 22 - Support different operating systems ITUTS-1-0021-2-4

Unit 22 - Support different operating systems

ITUTS-1-0021-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to repair boot procedures and operating stability in a variety of operating systems.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine an organization’s 1.1 Review organization’s technical support procedures

support procedures
1.2 Interrogate a help-desk support database to find issues relating to
operating systems

1.3 Liaise with an appropriate person

Identify features of 2.1 Examine and accurately record operating system file and root
operating systems structures

2.2 Accurately identify profile information

2.3 Explore and accurately document the help structures of operating

systems

2.4 Observe and understand a boot process

Differentiate operating 3.1 Compare and contrast features of operating systems

systems
3.2 Compare the kernel file structures of operating systems

3.3 Determine the currency of an operating system

3.4 Compare boot procedures for different operating systems

Analyze operating system 4.1 Analyze boot procedures for an operating system
boot processes
4.2 Evaluate associated boot files for an operating system

Resolve operating system 5.1 Evaluate a non-functional operating system

problems
5.2 Accurately diagnose causes of system faults

5.3 Identify command line options and system tools available to

troubleshoot problems

82
 Identify specific problems and implement strategies for resolution

Use options and tools to resolve common operating system issues

Skills scope

1. System access

2. Stand-alone or networked computers

3. Appropriate operating system installation media or recovery boot discs

4. Drivers for connected devices

5. Relevant technical documentation, manuals and manufacturer’s specifications

6. System tools may be:

a) Administrative tools

b) Device manager

c) Disk management tools

d) Disable

e) Regional settings and language settings

f) Remote desktop

g) System monitor

h) Task scheduler

7. Logs and work reporting documentation

8. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) Vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand operating 1. Current operating systems

systems
a) Mac OS X
 b) Windows
c) Android
d) iOS
e) Unix based, e.g.:
i. Linux
ii. BSD
2. Legacy versions of operating systems

Understand operating 1. Configuration

system features 2. File handling
3. Device management
4. Internet network access
5. Log-on procedures
6. Installation methods
7. Command line options
8. Printing
9. User interfaces
10. Boot options
a) Boot options
b) Recovery options
c) Safe mode
d) Disk boot order or device priority:

Understand common 1. Error messages and conditions:

operating system problems a) Boot
b) Event log errors
c) Start-up
d) System performance and optimization
2. Operational problems
a) Application install, start or load failure
b) Auto-restart errors
c) Blue screen error
d) Devices driver failure
e) Service fails to start
f) System lock-up
g) Printing problems
Unit 23 - Manage system security ITUTS-1-0022-2-4

Unit 23 - Manage system security

ITUTS-1-0022-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to implement and manage security on an operational information technology system. This
includes setting up and controlling user accounts, managing user permissions and managing
the security of files and resources.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Ensure user accounts are 1.1 Modify default user settings to ensure that they conform to a
controlled security policy

1.2 Modify previously created user settings to ensure they conform to

a security policy

1.3 Ensure legal notices displayed at logon are appropriate

1.4 Validate strength of passwords using the appropriate utilities

1.5 Take action to ensure password procedures are reviewed

1.6 Monitor email services to uncover breaches in compliance with

legislation

1.7 Access information services to identify security gaps and take

appropriate action using hardware and software or patches

Secure file and resource 2.1 Review inbuilt security and access features of the operating system
access and consider need for additional security software, hardware and
processes

2.2 Develop or review the file security categorization scheme, including

the role of users in setting security

2.3 Monitor and record security threats to the system

2.4 Implement a virus checking process and schedule for the

server, computer and other system components

2.5 Investigate and implement inbuilt or additional encryption facilities

85
 Monitor threats to the 3.1 Use third-party software or utilities to evaluate and report on
network system security

3.2 Review logs and audit reports to identify security threats

3.3 Carry out spot checks and other security strategies to ensure that
procedures are being followed

3.4 Prepare and present an audit report and recommendations to

appropriate person

3.5 Obtain approval from an appropriate person for recommended

changes to be made

Skills scope

1. A site where system security may be implemented and managed

2. Use of utility tools currently used in industry

3. Organizational security policies

4. Manufacturers’ recommendations

5. Security standards

6. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand context of an 1. A system may include:

information technology
system a) Application service provider

b) Applications

c) Databases

d) Gateways

e) Internet service provider (ISP)

f) Operating system
 g) Servers

h) Wireless network

i) Mobile devices

Understand security threats 1. Denial of service and by-pass

2. Eavesdropping

3. Hackers

4. Impersonation

5. Manipulation

6. Penetration

7. Viruses and malware

Understand security plans 1. Alerts relating directly to the security objectives of the organization

2. Audits

3. Privacy

4. Standards:

a) Archival

b) Backup

c) Network

5. Theft

6. Viruses

Understand security 1. Security measures may include:

measures
a) Authentication, authorization and accounting (AAA)

b) Diameter protocol

c) Internet protocol security (IPSec)

d) Lightweight Extensible Authentication Protocol (LEAP)

e) Private Key Management (PKM)

f) Smart cards

g) Secure Sockets Layer (SSL)

h) Tokens

i) Wired Equivalent Privacy (WEP)

j) Wi-Fi Protected Access (WPA)

Unit 24 - Implement and evaluate systems for regulatory and
standards compliance ITUTS-1-0023-2-4

Unit 24 - Implement and evaluate systems for regulatory

and standards compliance
ITUTS-1-0023-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to implement and evaluate principles, policies and procedures to meet applicable
information technology laws, regulations and standards.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Implement compliance 1.1 Monitor and assess information security compliance practices
systems according to given policies and procedures

1.2 Maintain ongoing and effective communications with appropriate

people

1.3 Conduct internal audits to determine if procedures are effectively

applied

Evaluate compliance 2.1 Assess the effectiveness of an organization’s compliance program

systems controls against appropriate benchmarks

2.2 Assess the effectiveness of information security compliance

processes and procedures

2.3 Recommend for process improvements to appropriate people and

implement changes where approved

2.4 Compile, analyze and report performance measures

Skills scope

1. Policies and procedures

2. Business specifications

88
3. Information on the security environment, including laws or legislation and existing organizational
security policies
4. Security environment, which includes threats to security that are, or are held to be, present in the
environment

5. Risk analysis tools and methodologies

6. Security assurance specifications

7. Appropriate person may be:

a) Client

b) Manager

c) Teacher

d) vendor

Knowledge learning outcomes

The learner will: Knowledge scope

Understand context of 1. Business domain

information technology
regulation 2. Current industry-accepted hardware and software products,
including security features and capabilities

3. Legislation relating to information technology security

4. Operating systems, including strengths and weaknesses over

lifetime of product

5. Privacy issues and legislation relating to integrating legal

requirements with IT security

Understand benchmarks 1. Applicable laws

2. Policies

3. Procedures

4. Regulations

5. Standards
Unit 25 - Manage system software ITUTS-1-0024-2-4

Unit 25 - Manage system software

ITUTS-1-0024-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to set up and maintain system software including undertaking backup and restore.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Maintain system software 1.1 Evaluate system effectiveness against requirements and
benchmarks

1.2 Use system utilization, file and disk structure, performance reports
and files to identify peak periods and possible performance
problems

1.3 Monitor system data levels to determine whether

system performance is consistent with predetermined
standards

1.4 Troubleshoot a system with appropriate system tools

1.5 Monitor and retune a system to improve performance

Set up and manage system 2.1 Evaluate system requirements and monitor the appropriateness of
files file and folder structures

2.2 Use the appropriate administration and tools to create file and
folder structures

2.3 Set security, access and sharing of file system to meet requirements

2.4 Identify the virus protection requirements of a network, in line with

policies and requirements

2.5 Scan a system for viruses and remove detected viruses

2.6 Test a file system to ensure that appropriate access is available to

the user groups

2.7 Ensure log-on scripts and custom written utilities and programs
conform to guidelines

2.8 Document a file system created according to guidelines

90
 Monitor and manage system 3.1 Monitor user access against user access levels
usage and security
3.2 Review security requirements for user and data to be stored on a
network

3.3 Determine risks that data is exposed to, and formulate appropriate
prevention and recovery processes

3.4 Implement a system to provide backup and to restore services

in the event of a disaster

3.5 Document disaster recovery procedures

Maintain storage 4.1 Monitor physical storage usage

4.2 Monitor storage performance, faults and life cycle

4.3 Liaise with hardware technical maintenance

4.4 Replace, upgrade and install storage devices

Carry out system backup 5.1 Confirm backup schedule meets requirements

5.2 Ensure system backups are completed according to scheduling and

system requirements

5.3 Ensure that a secure off-site location for the storage of backup
media is provided and used

5.4 Ensure system backups are recorded according to requirements

Restore system backup 6.1 Ensure system restores are completed when required for system
recovery or testing according to guidelines

6.2 Optimize the restored system according to requirements

6.3 Ensure system restores are documented according to requirements

Skills scope

1. An information technology system

2. Organization performance benchmarks

3. Organization policies

4. System tools

5. System documentation
Knowledge learning outcomes

The learner will: Knowledge scope

Understand information 1. Hardware and software components

technology systems
a) Operating systems
b) Servers

c) Storage media

d) Applications
2. Application service provider

3. Internet service provider

4. Databases

5. Gateways

6. Network

a) Data

b) Large and small LANs

c) Internet

Understand system 1. Client or user

requirements
2. Cost constraints

3. Environment

4. Geography

5. System functionality

Understand security 1. Encryption

requirements
2. Privacy

3. Security levels

4. Secure socket layer (SSL)

5. Trusted sites
Unit 26 - Prioritize information technology change requests ITUTS-1-0025-2-4

Unit 26 - Prioritize information technology change requests

ITUTS-1-0025-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to prioritize, undertake and manage change requests for information technology
systems.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Review, classify and monitor 1.1 Receive and document requests for software changes, using a
change requests change-management system

1.2 Gather and organize data relevant to the change requests

1.3 Determine impact, costs and benefits

1.4 Review the proposed changes against requirements

1.5 Confirm the selected changes with an appropriate person

1.6 Classify and prioritize change requests according to business

guidelines and service level agreements (SLAs)

Determine priority settings 2.1 Identify risks to business continuity and prioritize changes that
reduce risks

2.2 Evaluate the costs and benefits of implementing changes

2.3 Examine the costs and benefits of how and when a change is made,
including risks to business continuity

2.4 Schedule change activities

Develop change analysis 3.1 Effectively analyze similar change requests that might be developed
work plan to develop and and implemented simultaneously
implement changes
3.2 Realistically determine impact of changes

3.3 Notify the reason for the change to key stakeholders

3.4 Determine the resources necessary to carry out the change

development, taking into account time and cost constraints

3.5 Develop a change plan based on change analysis

93
Review the change plan documentation to ensure it is completed according to system documentation
standards
Forward the change plan for consideration and decision to an appropriate person

Conduct feedback session with client groups to ensure change requirements are satisfactory
Confirm
Completechange planwork
follow-up is complete
and make recommendations for changes in procedures or documentation
and satisfies the client
Undertake the selected changes

Revise documentation to reflect changes

Skills scope

1. Change management software

2. Word-processing

a) Templates and style guides

3. Change management tools

4. Feedback may be:

a) Surveys

b) Questionnaires

c) Interviews

d) Meetings

5. Appropriate person may be:

a) Client

b) Manager

c) Teacher
Knowledge learning outcomes

The learner will: Knowledge scope

Understand accepted 1. Quality assurance practices and standards

standards
2. Document design and usability

3. Risk assessment procedures

Understand change 1. Change management practices

management
a) Using and updating a change-management system

b) Reviewing and assessing change requirements

c) Planning and implementing change procedures

2. Version control

3. Audit trails

4. Helpdesk procedures
Unit 27 - Research and review technology options ITUTS-1-0026-2-4

Unit 27 - Research and review technology options

ITUTS-1-0026-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to apply research skills when reviewing hardware and software solutions as part of
an analysis of emerging technology.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine organizational 1.1 Establish organizational needs and selection criteria for new
needs technology

1.2 Review strategic goals and determine future requirements

1.3 Assess physical infrastructure and financial parameters against

strategic goals

Research vendors, suppliers 2.1 Determine suitable suppliers and vendors

and information technology
2.2 Source information from suppliers and vendors
industry specialists
2.3 Assess vendor information against industry standards

2.4 Review emerging standards and applications for compatibility with

supplier and vendor information

Evaluate and report on 3.1 Review and test hardware or software to identify suitability for
technology options given requirements

3.2 Identify known project risks associated with identified hardware or

software

3.3 Document findings in a report and present them to an appropriate

person

96
Skills scope

1. Access to:

a) Network or computer layout documentation and premises plans

b) Network components

c) Equipment specifications

d) Organizational guidelines

e) Business plan or model

f) Journals of industry and professional associations

g) Relevant standards

2. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the business 1. Business planning processes

context
2. Client business needs that can be satisfied by the provision of
information technology products and services

3. Current technology information sources

4. Current industry-accepted hardware and software products

a) Broad knowledge of general features and capabilities

b) Emerging trends

c) Product design

5. Industry networks, key individuals and organizations within the

information technology industry

Understand quality 1. Equipment performance benchmarking

assessment
2. Information-gathering techniques

3. Quality assurance practices

4. Technical standards
 5. Quality assurance standards

Understand the main 1. To include:

technology types
a) Cabling infrastructure

b) Internet access

c) Modems and other connectivity devices

d) Networks

e) Personal computers

f) Remote sites

g) Servers

h) Wireless networks

i) Software applications
Unit 28 - Troubleshoot software related problems ITUTS-1-0027-2-4

Unit 28 - Troubleshoot software related problems

ITUTS-1-0027-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to provide software maintenance and resolve problems by applying systematic processes
to fault finding.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Choose the most 1.1 Develop or use a troubleshooting process to help resolve software
appropriate software fault- problems
finding method
1.2 Analyze and document the system that requires troubleshooting

1.3 Identify available fault-finding tools and determine the most

appropriate for the identified problem

1.4 Obtain the required fault-finding tools

1.5 Identify legislation, health and safety requirements, codes,

regulations and standards related to the problem area

Analyze the problem to be 2.1 Collect data relevant to the system

solved
2.2 Analyze the data to determine if there is a problem and the nature
of the problem

2.3 Determine specific symptoms of software problems

Identify a solution and 3.1 Formulate a solution and make provision for rollback
rectify the problem
3.2 Systematically test variables until the problem is isolated

3.3 Create a list of probable causes of the problem

3.4 Rectify the problem

Test system and complete 4.1 Test the system to ensure the problem has been solved and record
documentation results

4.2 Identify and implement common preventative techniques to

support ongoing maintenance strategies

4.3 Document the signs and symptoms of the problem and its solution,
and load to database of problems or solutions for future reference

99
Skills scope

1. Tools and techniques used for user support

2. Communications systems

3. Organizational policies and guidelines

4. Software manuals

Knowledge learning outcomes

The learner will: Knowledge scope

Understand software 1. Software used in an organization

troubleshooting
2. Current widely used software

3. Solutions

a) Business processes

b) Implementing a new system

c) New software

d) Software upgrades

e) User training

Understand the tools and 1. Tools

techniques for user support
a) Software diagnostic

b) Monitoring tools

c) Remote diagnostic connections

d) Error logging tools

e) Control panel

2. Techniques

a) Direct questioning

b) Recording faults

c) Recording remedies

d) Fault log

e) Solutions database
Understand organizational 1. Working procedures
policies
a) Cost constraints

b) Time constraints

c) User expertise

d) Outsourcing support services

2. Organizational guidelines

a) Service level agreements

b) Fault reports

c) Internet usage

d) Security

e) Confidentiality

f) Sensitivity of information
Unit 29 - Support and manage desktop applications ITUTS-1-0028-2-4

Unit 29 - Support and manage desktop applications

ITUTS-1-0028-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to identify and resolve client problems relating to desktop applications, ensuring
support requirements are prioritized appropriately, and escalated or undertaken as
appropriate.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine client problems 1.1 Determine client support requirements by using questioning or
other techniques

1.2 Document client responses for follow-up action

1.3 Examine logged requests to determine specific requirements

1.4 Review service level agreements and appropriate procedures

to determine action, and include escalation procedures

1.5 Take action, where required, to gain further information

1.6 Refer to a database of known problems to identify possible

resolution options

Prioritize client problems 2.1 Determine the scale of the problem based on information gathered

2.2 Establish and record relevant constraints

2.3 Undertake an impact analysis of the problem to determine severity

and risks

2.4 Prioritize the problem according to the organization's escalation

procedures

2.5 Provide advice and support to the client from database of known
problems, where appropriate

Refer problems where 3.1 Investigate and apply the process to follow when referring
required problems to an appropriate person

3.2 Provide third party with problem details as required

102
 3.3 Document the advice and support provided by third party,
according to organizational guidelines, where appropriate

Undertake support Provide support activity required by the client, in line with
organizational guidelines

Document action taken for support activity

Maintain communication with client throughout support activity

Confirm problem resolution5.1 Prepare a report, including information about problems and
resolution action

Forward report to client

Obtain feedback from the client to ensure requirements have been met

Forward client feedback to appropriate person for sign-off and record in known problems database, as
appropriate
Conduct follow-up action agreed with an appropriate person

Skills scope

1. Tools and techniques for user support

2. Communications systems

3. Organizational policies and guidelines

4. Software manuals

5. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand software 1. Common failures

troubleshooting
a) Print

b) Load
 c) Perform a feature correctly

d) Save

e) Login

f) Connect

g) Recognize peripheral devices

2. Software used in an organization, for example

a) Creating graphs

b) Formatting spreadsheets

c) Setting up email system

d) Setting up of word-processing documents for printing

3. Current widely used software

4. Solutions

a) Business processes

b) New software

c) Software upgrades

5. User training

Understand the tools and 1. Tools

techniques for user support
a) Software diagnostic

b) Monitoring tools

c) Remote diagnostic connections

d) Error logging tools

e) Control panel
2. Techniques

a) Direct questioning

b) Recording faults
c) Recording remedies

d) Fault log

3. Solutions database

Understand organizational 1. Working procedures

policies
a) Cost constraints

b) Time constraints

c) User expertise
d) Outsourcing support services

2. Organizational guidelines
Service level agreements

Fault reports

Internet usage

Security

Confidentiality

3.Sensitivity of information
Unit 30 - Provide professional client support ITUTS-1-0029-2-4

Unit 30 - Provide professional client support

ITUTS-1-0029-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to provide professional client support through the effective handling of inquiries,
support requests and complaints.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Establish and maintain 1.1 Receive requests and inquiries from clients in a courteous and
contact with clients professional manner, according to organizational policy

1.2 Create an effective service environment through verbal and non-

verbal communication
1.3 Use questioning and active listening to determine client support
needs

1.4 Maintain client contact until support needs are met

Record and process client 2.1 Document client support needs and verify accuracy with the client
support requirements
2.2 Process routine client support requirements, or refer to supervisor
according to organizational policy

2.3 Answer client inquiries promptly

2.4 Record and pass on messages or information appropriately

2.5 Take follow-up action according to organizational policy

Respond to client 3.1 Convey a positive, helpful attitude to clients when handling
complaints complaints

3.2 Handle complaints sensitively, courteously and with discretion

3.3 Use questioning and active listening to establish and confirm nature
of complaint with client

3.4 Take action to resolve client complaint to client satisfaction

wherever possible or refer promptly to supervisor

106
Convey information and ideas to Express ideas and suggestions clearly to appropriate people
people
Relay problems and concerns to appropriate person according to
procedures and guidelines
Act on recommendations in line with procedures and guidelines

Skills scope

1. Tools and techniques used for user support

2. Communications systems

a) Phone

b) Email

c) Online forms

d) Social media

3. Organizational policies and guidelines

4. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the tools and 1. Tools

techniques used for user
support a) Software diagnostics

b) Monitoring tools

c) Remote diagnostic connections

2. Techniques

a) Direct questioning

b) Recording faults

c) Recording remedies

d) Fault log
 e) Solutions database

Understand organizational 1. Working procedures

policies
a) Cost constraints

b) Time constraints

c) User expertise

d) Outsourcing support services

2. Organizational guidelines

a) Service level agreements

b) Fault reports

c) Internet usage

d) Security

e) Confidentiality

f) Sensitivity of information
Unit 31 - Troubleshoot hardware related problems ITUTS-1-0030-2-4

Unit 31 - Troubleshoot hardware related problems

ITUTS-1-0030-2-4
Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to provide information technology hardware maintenance and resolve problems by
applying systematic processes to fault finding.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Choose the most 1.1 Develop or use a troubleshooting process to help resolve hardware
appropriate hardware fault- problems
finding method
1.2 Analyze and document the system that requires troubleshooting

1.3 Identify available fault-finding tools and determine the most

appropriate for the identified problem
1.4 Obtain the required fault-finding tools

1.5 Identify legislation, health and safety requirements, codes,

regulations and standards related to the problem area

Analyze the problem to be 2.1 Collect data relevant to the system

solved
2.2 Analyze the data to determine if there is a problem and the nature
of the problem

2.3 Determine specific symptoms of hardware problems

Identify a solution and 3.1 Formulate a solution and make provision for rollback
rectify the problem
3.2 Systematically test variables until the problem is isolated

3.3 Create a list of probable causes of the problem

3.4 Rectify the problem

Test system and complete 4.1 Test the system to ensure the problem has been solved and record
documentation results

4.2 Identify and implement common preventative techniques to

support ongoing maintenance strategies

4.3 Document the signs and symptoms of the problem and its solution,
and load to database of problems or solutions for future reference

109
Skills scope

1. Tools and techniques used for user support

2. Communications systems

3. Organizational policies and guidelines

4. Hardware manuals

5. Solutions database

Knowledge learning outcomes

The learner will: Knowledge scope

Understand hardware 1. Hardware used in an organization

troubleshooting
2. Current widely used hardware
3. Hardware-related symptoms:
a) Alerts
b) Excessive heat
c) Noise
d) Odors
e) Status light indicators
f) Visible damage
4. Equipment issues
a) Keyboard
b) Pointer
c) Power conditions
d) Stylus
e) Video
f) Wireless card issues
g) Printers
i. Ink replacement
ii. Paper jam
iii. Manage print jobs
iv. Print spooler
v. Printer properties and settings
 vi. Print a test page
5. Solutions
a) Repair tools
b) Business processes
c) Implementing a new system
d) New hardware
e) Hardware upgrades
f) User training
g) Cleaning
i. Compressed air
ii. Computer vacuum and compressors
iii. Lint-free cloth

Understand the tools and 1. Tools

techniques for user support a) Monitoring tools
b) Remote diagnostic connections
c) Error logging tools
2. Techniques
a) Direct questioning
b) Recording faults
c) Recording remedies
d) Fault log
e) Solutions database

Understand organizational 1. Working procedures

policies a) Cost constraints
b) Time constraints
c) User expertise
d) Outsourcing support services
2. Organizational guidelines
a) Service level agreements
b) Fault reports
c) Internet usage
d) Security
e) Confidentiality
f) Sensitivity of information
Unit 32 - Fault-find and rectify complex electrical circuits ETUEC-1-0007-2-4

Unit 32 - Fault-find and rectify complex electrical circuits

ETUEC-1-0007-2-4

Purpose:
This unit covers how to locate, repair and rectify faults in interconnected electrical circuits.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

1. Locate faults 1.1 Determine circuit/system function and characteristics by

referencing circuit diagrams, specifications and schematics, or by
consulting with a technical advisor

1.2 Where appropriate, examine and correctly interpret built-in fault

indicators and error codes and record results

1.3 Correctly isolate circuit(s) from power supply, where appropriate

1.4 Verify or localize faults using correct and appropriate techniques,

procedures, tools and test equipment

1.5 Record faults

2. Repair or rectify faults 2.1 Repair, replace or adjust the circuit or system to specifications

2.2 Check and test circuit or system using correct and appropriate
techniques, procedures, tools and equipment

2.3 Where appropriate, record the repair made and report

to appropriate person(s)

Skills scope

1. The learner will work with documents and procedures, which may include the following:

a) Relevant occupational health, safety and security legislation; regulations and codes of practice
related to hazards present in the industry and particular workplace

b) Accepted industry work and standing workplace operating procedures and specific safety
procedures

112
 c) Work instructions, permissions, job safety analysis documentation and associated procedures for
commencing, carrying out and completing work
2. Resources, tools, equipment and supplies might include:

a) Hand tools

b) Manufacturer-specific tools

c) General workshop equipment

d) Electrical testing equipment

e) Lifting equipment

f) Manufacturer’s testing and diagnostic equipment

3. Test equipment might include continuity testers, ammeters, voltmeters, multi-meters, tong testers,
watt-meters and cathode ray oscilloscopes.

Knowledge learning outcomes

The learner will: Knowledge scope

Understand interconnected 1. Circuit characteristics

electrical circuits
2. Errors indicated by built-in devices
3. Circuit isolation procedures
4. Common electrical test instruments and their application
5. Common techniques for testing electrical circuits
6. Diagnostic skills for identifying faulty circuit operation
7. Requirements for recording and reporting electrical circuit faults
and rectifications
8. Appropriate techniques and procedures for returning the circuit to
specification
9. Site and manufacturer’s circuit specifications
10. Any applicable industry standards, national standards, national
occupational health and safety commission and regulatory
requirements

Know about related health 1. Hazards associated with electrical circuit(s)

and safety procedures 2. Control of substances hazardous to health
3. Regulatory codes of practice
4. Use and application of personal protective equipment
5. Safe work practices and procedures
Unit 33 - Implement maintenance procedures ITUTS-1-0031-2-4

Unit 33 - Implement maintenance procedures

ITUTS-1-0031-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to analyze, design and implement maintenance requirements to keep equipment and
software operating effectively according to maintenance procedures.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine best practices for 1.1 Identify equipment and software that are to be maintained and
equipment and software implement processes to ensure future acquisitions of equipment
maintenance and software are identified

1.2 Identify vendor documentation, peer organizations or research

information detailing best practices in equipment and software
maintenance to improve system performance and reliability

1.3 Develop recommended maintenance and operations guidelines for

equipment and software maintenance based on research

1.4 Obtain requirements from users in the area of equipment

maintenance and reliability

1.5 Document procedures for maintenance based on best practices

Identify resources to provide 2.1 Identify and record the level of support that can be provided by in-
equipment and software house resources
maintenance
2.2 Identify and record the support to be supplied by external or third-
party organizations

2.3 Develop or update service level agreements

Revise practices 3.1 Monitor and review maintenance operations

3.2 Identify problem areas, including failures to meet service level

agreements, and consider changes to maintenance procedures

3.3 Assess changes in consultation with clients, support staff and third-
party suppliers

3.4 Design and implement improvements to maintenance procedures

114
Skills scope

1. A technical environment with a variety of operational equipment

2. Technical manuals and tools

3. Policies and procedures

Knowledge learning outcomes

The learner will: Knowledge scope

Understand information 1. Diagnostic tools

technology maintenance
2. Help-desk and maintenance practices

3. Steps of maintenance procedures

4. Change-management tools

5. Quality assurance practices

Understand business 1. Business scheduling requirements

requirements
2. Client business domain

3. Current common hardware and software products

a) General features

b) Capabilities

4. Roles of stakeholders

5. Current performance levels of a system

6. System functionality

7. Service level agreements

a) Application service providers (ASPs)

b) Internet service providers (ISPs)

c) Communications carriers

d) Charge back to business units

e) Penalties

f) Servicing

8. Workload and performance considerations

Understand information 1. Hard drives
technology equipment
2. Hubs

3. Mobile devices

4. Modems

5. Monitors and displays

6. Other peripheral devices

7. Personal computers

8. Printers

9. Switches

10. Workstations

Understand documentation 1. Audit trails

2. Client training

3. International standards

4. Maintaining equipment inventory

5. Project management templates and report writing

6. Version control
Unit 34 - Provide technical instruction ITUTS-1-0032-2-4

Unit 34 - Provide technical instruction

ITUTS-1-0032-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to convey technical information to an individual or a group through an instruction
session.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine client needs 1.1 Liaise with a group of clients to determine learning needs and type
of instruction required

1.2 Agree a date, time and location with the clients for the instruction
session

Plan instruction 2.1 Determine the resources required to perform the instruction

2.2 Prepare the instruction plan

2.3 Acquire the resources according to organizational guidelines and

prepare the resources for the instruction session

2.4 Provide details of instruction plan in advance

2.5 Produce an agenda

Provide appropriate 3.1 Check attendance

instruction
3.2 Deliver instruction session to clients, using identified instructions

3.3 Document the instruction session according to organizational

guidelines

3.4 Refer further instruction requirements or training needs to

appropriate person as required

Obtain client feedback 4.1 Create or obtain an evaluation and feedback form or other
feedback mechanism according to organizational guidelines

4.2 Obtain client evaluation and feedback to ensure the requirements

of the client are met

4.3 Review client feedback and discuss suggestions with appropriate

person
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Skills scope

1. Presentation materials

2. Slideshow software

3. User and technical documentation

4. Training facilities

a) Projector

b) Flip chart

5. Online webinar software

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the technology 1. Features and capabilities of selected hardware and software
to be presented products
2. Hardware and software supported by an organization
3. Information technology terminology
4. Sources and availability of technical information

Understand basic instruction 1. Features of presentations

a) Embedded audio and video
b) Animations
c) Transitions
2. Provision of documentation and manuals
3. Active listening
4. Personalization
5. Types of advice and support
a) On-site instruction
b) Telephone instruction
c) Online instruction
d) Email
e) Questions and answers
Unit E04 - Demonstrate self-management skills (Employability) GNUXSA-1-0019-2-4

Unit E04 - Demonstrate self-management skills

(Employability)
GNUXSA-1-0019-2-4

Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills in
managing their work within their area of responsibility. Learners will develop skills in
being able to plan, organize and manage their own work, and understand how to
maintain and improve this. They will also be able to review and reflect on their work
practice, asking for feedback from colleagues about their performance.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Plan and organize own work 1.1 Plan pieces of work according to their importance and in relation to
objectives and deadlines

1.2 Identify the resources needed to complete the work

1.3 Monitor work progress and complete relevant documentation

1.4 Adapt work plans to reflect changes to work priorities or deadlines

2. Maintain and improve own 2.1 Discuss and agree personal objectives with an appropriate
work colleague

2.2 Identify current skills and plan how to address any skills gaps

2.3 Draw up a personal development plan showing ways of addressing

skills gaps

3. Review and reflect on own 3.1 Review skillset and targets for skills development
practice
3.2 Ask for feedback from colleagues on performance and what could
be done to improve this

3.3 Review and update personal work objectives after feedback

3.4 Review own performance against objectives and targets

119
Skills scope

1. Personal development plans include:

a) Priorities

b) Target dates

c) Development activities

2. Development activities include:

a) Formal courses

b) Research

c) Work experience

d) Personal study

e) Continuous professional development presentations

3. Range of colleagues include:

a) Colleagues within the team

b) Colleagues in area of work

c) Team leader, line manager or supervisor

d) Colleagues in other areas of the workplace (e.g. Human Resources, Finance etc.)

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand how to plan and 1. The purpose and value of managing own time and commitments
maintain work effectively effectively
2. Ways of managing time and prioritizing tasks
3. The purpose and value of working according to timeframes
4. Ways of keeping records of work

2. Understand how to review 1. The contents of a personal development plan

own skills and
2. The type of development activities that can be done to address
development
identified gaps in knowledge, understanding and skills
3. The requirements of a personal work role including the limits of
personal responsibilities
4. Ways of asking for feedback from colleagues and incorporating this
into improvement of work practice
Unit E05 - Work as a member of a team (Employability) GNUSXA-1-0020-2-4

Unit E05 - Work as a member of a team (Employability)

GNUSXA-1-0020-2-4

Purpose:
The purpose of this unit is for learners to develop the knowledge, understanding and skills
for developing and maintaining positive relationships with colleagues and to contribute
effectively to the work of a team.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Work as a member of a 1.1 Actively contribute to team planning and work schedule
team
1.2 Complete team activities and tasks to agreed requirements and
deadlines

1.3 Establish open and honest working relationships by contributing

ideas and cooperating with colleagues

1.4 Respond promptly and willingly to requests for assistance from

colleagues which fall within the limits of own responsibilities

1.5 Give colleagues sufficient and accurate information and support to

meet their work needs

1.6 Listen to and consider colleagues’ views, and express own views
clearly and accurately

1.7 Exchange opinions and information with colleagues and deal

responsibly with any differences of opinion

1.8 Make requests for assistance to colleagues clearly and politely

1.9 Use methods of communication which meet the needs of

colleagues

2. Demonstrate positive 2.1 Treat colleagues in a way which shows respect for their views and
team working behaviors opinions, and promotes good will

2.2 Make and keep achievable commitments to colleagues

2.3 Inform colleagues promptly of any problems or information likely to

affect their own work

2.4 Treat all internal and external contacts with integrity, respect and
empathy

121
Skills scope

1. Range of colleagues includes:

a) Colleagues within the team

b) Colleagues in area of work

c) Team leader, line manager or supervisor

d) Colleagues in other areas of the workplace (e.g. Human Resources, Finance etc.)

2. Requests for assistance might cover:

a) Technical assistance

b) Personal assistance

3. Information may include:

a) Organizational policies and procedures

b) Written data and information (e.g. reports, written documents etc.)

c) Electronic information (e.g. emails, electronic documents, internet documents etc.)

d) Verbal information

e) Marketing and customer-related information

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand appropriate 1. The types of work-based constraints and requirements that can affect
forms of behavior, interactions with colleagues
communication and
2. Types of verbal and non-verbal communication and how to use these
interaction necessary for
with colleagues in the workplace
team working
3. Written and spoken communication methods suitable for the
workplace

4. The importance of positive working relationships with colleagues

5. Techniques and behaviors designed to encourage positive working

relationships

6. Respectful relationships in workplace settings

7. How to interact with colleagues to plan activities and prioritize work

8. Positive behaviors necessary for effective team working

Unit E06 - Demonstrate work and career progression skills
(Employability) GNUSXA-1-0002-2-4

Unit E06 - Demonstrate work and career progression skills

(Employability)
GNUXSA-1-0021-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to contribute effectively in the workplace. They will be able to demonstrate a range
of appropriate interpersonal skills and behaviors for the workplace, and understand their
role within the organization and how to plan and manage career development.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria

1. Demonstrate a range of 1.1 Demonstrate and model appropriate behaviors in the workplace
appropriate workplace when interacting with colleagues and customers
behaviors
1.2 Demonstrate an awareness of own responsibility as a member of
the organization

2. Plan and manage skills 2.1 Do activities that will maintain an up-to-date level of skills,
development and career knowledge and understanding for their job role
progression
2.2 Use methods to identify and improve working practice

2.3 Identify a range of possible career options in chosen sector

2.4 Identify training and development suitable for progression in

chosen sector

2.5 Prepare and tailor a CV for a particular job role within chosen
sector

Skills scope

1. Range of colleagues includes:

a) Colleagues within the team
b) Colleagues in area of work

123
 c) Team leader, line manager or supervisor
d) Colleagues in other areas of the workplace (e.g. Human Resources, Finance etc.)
e) Customers
2. Behaviors appropriate to the workplace:
a) Positive attitude to work
b) Courtesy and friendliness
c) Ability to meet deadlines
d) Taking responsibility for own work
e) Good attendance and punctuality
f) Honesty and integrity
g) Adaptability and flexibility in responding to requests
h) Motivation to do and improve own work
3. CV features include:
a) Personal information
b) Education and qualifications
c) Work experience
d) Personal qualities and interests
e) Referees

Knowledge learning outcomes

The learner will: Knowledge scope

1. Understand the 1. Positive attitudes and behaviors within the workplace

importance of appropriate
2. Ways of interacting with colleagues in a manner appropriate for the
behaviors in the workplace
organization
3. Own role in and contribution to the organization
4. Employer expectations within the workplace and the sector
5. Ways in which professionals work in the sector and what it means to
be a professional

2. Understand the 1. Own skills, experience and knowledge and how it relates to job roles
importance of career in the sector
planning and
2. Ways to develop own skillset to match job role requirements and
progression
opportunities for development
3. Training and development opportunities in chosen sector and how
these may contribute to career development
Unit N01 - Configure and administer a network operating system ITUTS-1-0033-2-4

Unit N01 - Configure and administer a network operating

system
ITUTS-1-0033-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to set up and use administrative tools to manage a network and create a network
configuration.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Assess network features 1.1 Determine policies and administration arrangements used to
administer a network

1.2 Determine the type of network operating system and interfaces

used by an existing network and potential compatibility issues
caused by integration with other networks

1.3 Identify the risks associated with administration of a network to

minimize the loss of data or service during operations

1.4 Determine network administration tools that can be used with the
network operating system to manage network performance and
enforce policies

Administer and support the 2.1 Use interfaces to format hard drives, set up security restrictions
system using and establish user login information to administer a basic network
administration interfaces
2.2 Use administration tools to develop a map of system interaction to
determine the data required by particular users and how often the
data is accessed

2.3 Examine existing applications and software and plan required

upgrades or reconfigurations to new system or applications

2.4 Test reconfiguration for successful interface with existing system to

ensure compatibility

Set up and manage a 3.1 Create a required file and folder structure using appropriate
network file system administration and system tools

125
 3.2 Set the security, access and sharing of file system to meet
user requirements

3.3 Identify and implement virus protection requirements for a

network in line with given procedures

3.4 Test and document a file system to ensure that appropriate

access is available to the user groups according to given standards

Administer user services and 4.1 Determine the user services required, and implement them using
user accounts the appropriate administration and system tools

4.2 Create users and groups, as required, to facilitate user security and
network access according to user authorization

4.3 Verify successful access by users to authorized network data and

resources, and record outcomes

4.4 Set or modify user settings to ensure compliance with security and
access policies

4.5 Review procedures and take action to ensure that users who are no
longer part of an organization have their accounts disabled,
deleted or modified

Provide and support backup 5.1 Scan and clean a network of viruses before performing backup of
security the network

5.2 Determine security risks to which data is exposed and provide

appropriate prevention methods and recovery processes

5.3 Report identified security risks

5.4 Implement systems to provide backup and service restoration

capability in the event of a disaster according to given policies

5.5 Document and disseminate disaster-recovery procedures

Skills scope

1. A live network with a representative range of networked environments and operating systems

2. Network requirements

3. Network administration tools

4. A server

5. Technical records, policies and documentation

Knowledge learning outcomes

The learner will: Knowledge scope

Understand network 1. Embedded operating systems

operating systems a) Digital media players
b) PDAs
c) Robots
d) Routers
e) Smartphones:
i. iOS
ii. Android
iii. BlackBerry
iv. Windows
2. Windows
3. Linux
4. Mac OS
5. Open Enterprise Server or Netware by Novell
6. SAN-OS by Cisco
7. Windows Server

Understand network 1. Devices

components a) Servers
b) Workstations
c) Mobile devices
d) Interconnection devices
e) Network cards
f) Vendor specific hardware
2. Cabling
3. Topologies
4. Data
5. Embedded systems
6. Local area network (LAN)
7. Radio frequency identification (RFID) network
8. Internet
9. Virtual private network (VPN)
10. Voice network
11. Wide area network (WAN)
12. Wireless network
Unit N02 - Install and manage a wireless network ITUTS-1-0034-2-4

Unit N02 - Install and manage a wireless network

ITUTS-1-0034-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to use appropriate tools, equipment, software and protocols to install and manage a
wireless network.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Plan for setting up a wireless 1.1 Assess requirements for selecting appropriate wireless technology
network and network elements

1.2 Understand wireless network topologies

1.3 Produce a plan for deployment

Prepare design 2.1 Prepare for work according to relevant legislation, regulations and
specifications and plan a standards
secure wireless network
2.2 Produce a design specification and a layout for wireless network

2.3 Review design plans to ensure sound radio frequency principles and
compliance with wireless regulatory bodies, standards and
certifications

Configure and test a wireless 3.1 Produce a controller based wireless architecture from a possible
network range of wireless network architectures

3.2 Configure and test a wireless network controller and access points

3.3 Configure a stand-alone access point

3.4 Configure and test an operating system wireless network

configuration, and install vendor-specific software and utilities
where applicable

Configure and test wireless 4.1 Review the general framework of wireless security and security
network security components for securing the wireless network

4.2 Configure and test identification assignments to network elements

128
Configure and test authentication methods using different sources of authentication

Configure and test encryption methods to comply with network security policies

Evaluate wireless network troubleshooting methods for controllers, access points, and client methodologies
Use networking tools to maintain and troubleshoot a network
Conduct wireless network
Transfer device
maintenance configurations
and and operating systems using maintenance tools and commands
troubleshooting

Skills scope

1. Wireless network components, including representative software and hardware

2. Wireless network requirements

3. Wireless networking tools

4. Technical records, policies and documentation

5. Wireless networking standards

Knowledge learning outcomes

The learner will: Knowledge scope

Understand wireless 1. Audit and intrusion detection systems

networks
2. Auditing and penetration testing techniques

3. Bandwidth and quality of service

4. Factors affecting signal quality

5. Layer 2 and layer 3 design issues

6. Small office, home office and organizational LANs

7. Transmission control protocols or internet protocols (TCPs/IPs) and

applications

8. Wireless security strategies

9. Wireless topologies

10. Wireless local area network and wireless wide area network
solutions
 11. Features of security threats

12. Network protocols and operating systems

13. Security protocols, standards and data encryption

Understand network 1. Hardware, such as:

components
a) Access points

b) Antennas and other connectivity devices

c) Bridges

d) Digital subscriber line (DSL) modems

e) Mobile equipment

f) Modem wireless access points

g) Networks

h) Personal computers

i) Power controllers

j) Routers

k) Remote sites

l) Servers

m) Switches

n) Uninterruptible power supplies (UPS)

o) Workstations

2. Software, such as:

a) Commercial applications

b) Customized

c) In-house

d) Organization specific

e) Packaged

Understand wireless 1. Authentication, authorization and accounting (AAA)

network security
2. IP security (IPSec)

3. Lightweight extensible authentication protocol (LEAP)

4. Privacy key management (PKM)

5. Secure sockets layer (SSL)

6. Smart cards

7. Tokens
8. Wi-Fi protected access (WPA)

9. Wired equivalent privacy (WEP)

Understand network tools 1. Cable testing

2. Carrier-connection tests

3. Data and voice-integration measurements

4. Equipment testers

5. Frequency and spectrum analyzers

6. Network performance software

7. Power meters

8. Radiation meters
Unit N03 - Install and manage a network server ITUTS-1-0035-2-4

Unit N03 - Install and manage a network server

ITUTS-1-0035-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to determine network requirements and specifications of network servers, and
install, manage and test a server in a network environment.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Prepare to install a server 1.1 Prepare for work, according to site-specific safety requirements
and procedures

1.2 Obtain server applications and features

1.3 Choose the most suitable operating system features and network
services with reference to requirements

1.4 Analyze data migration requirements

1.5 Back up local data in preparation for installation

1.6 Arrange access to a site and advise on deployment and potential

down time

Install a server as required 2.1 Create a disk-partitioning scheme

by a specification
2.2 Create file systems and virtual memory

2.3 Install a network operating system

2.4 Install and configure server applications and network services

2.5 Reconnect and reconfigure connectivity devices

2.6 Patch the operating system and applications to ensure maximum

security and reliability

2.7 Restore data to a server

Configure and administer a 3.1 Configure a network directory service

server
3.2 Create and manage accounts to facilitate security and network
access

132
 3.3 Configure a user environment using operating system policies and
scripts

3.4 Create a directory structure and quotas to meet requirements

3.5 Configure and manage print services

3.6 Set the security, access and sharing of system resources to meet
requirements

3.7 Implement a security policy to prevent unauthorized access to

the system

3.8 Implement backup and recovery methods to enable

restoration capability in the event of a disaster

3.9 Configure update services to provide automatic updates for

operating system and applications

Monitor and test a 4.1 Test a server for benchmarking against a specification and
server requirements according to a test plan, and record outcomes

4.2 Analyze error reports and make changes, as required

4.3 Use troubleshooting tools and techniques to diagnose and correct

server problems

4.4 Test required changes or additions

4.5 Validate changes or additions against specifications

Complete documentation 5.1 Make and document server configuration and operational changes

5.2 Complete a client report and notification of server status

Skills scope

1. A site where server installation may be conducted

2. Relevant server specifications:

a) Cabling

b) Networked (LAN) computers

c) Server diagnostic software

d) Switch

e) Client requirements

f) WAN service point of presence

3. Technical records, policies and documentation

4. Networking standards
Knowledge learning outcomes

The learner will: Knowledge scope

Understand network 1. Dynamic host configuration protocol (DHCP)

services
2. Dynamic name system (DNS)
3. File transfer protocol (FTP)

4. Firewall

5. Hypertext transfer protocol (HTTP or HTTPS)

6. Internet message access protocol (IMAP)

7. Network file system (NFS)

8. Network time protocol (NTP)

9. Post office protocol (POP)

10. Proxy

11. Server messages block (SMB)

12. Simple mail transfer protocol (SMTP)

13. Simple network management protocol (SNMP)

14. Structured query language server (SQLS)

15. Transmission control protocol or internet protocol (TCP/IP)

Understand network server 1. Disk partitioning

features
a) Extended partitions

b) Logical partitions

c) Logical volumes

d) Partitions

e) RAID

f) Swap space

2. File systems

3. Network operating systems

a) Linux

b) Mac

c) Unix

d) Windows

4. Network directory services

5. Accounts
User environment

Print services

System resources

Security

Backup and recovery

Update services
Unit N04 - Review and maintain network system performance ITUTS-1-0036-2-4

Unit N04 - Review and maintain network system

performance
ITUTS-1-0036-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to monitor network systems, and review and compare with benchmarks to ensure
that the network is performing to expectations and remains effective.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Benchmark network 1.1 Identify performance expectations and maintenance benchmarks

performance according to requirements

1.2 Identify security benchmarks according to requirements

1.3 Determine the capabilities of a system from technical

documentation

1.4 Accurately document benchmark standards

Review and track network 2.1 Measure performance against benchmarks across key performance
performance areas

2.2 Check performance results against expected results and document

shortfalls
2.3 Review the use of resources in a system to identify potential
improvements

2.4 Effectively implement procedures and processes for users and

administrators to identify faults or suggest improvements

2.5 Monitor automatic fault reporting procedures and processes

2.6 Monitor and review security measures

2.7 Implement established administration and maintenance schedules

according to organizational policies and guidelines

2.8 Identify preventative maintenance and administration indicators

and monitor an alert system

2.9 Track user activity and make changes if necessary

136
 Tune network 3.1 Compare performance with benchmarks over an appropriate
performance period and identify changes to be made based on discrepancies

3.2 Document performance shortfalls

3.3 Use diagnostic tools to correct faults and ensure performance

benchmarks

3.4 Undertake preventative maintenance on a regular basis to ensure

continuous and consistent performance

3.5 Complete fault correction, maintenance and administration, and

document changes

Manage network 4.1 Produce user surveys or feedback channels to identify any
performance improvement maintenance or administration requirements

4.2 Ensure that the system continues to meet user expectations

4.3 Review security tools and procedures, and improve as necessary

4.4 Accurately document maintenance and monitoring schedules

4.5 Evaluate maintenance and administration documentation to

identify areas for performance improvement

4.6 Identify common faults or administration problems from

documentation and make improvements

4.7 Update a system on a regular basis

4.8 Respond promptly to users

Skills scope

1. Access to a network

a) System access

b) Administration tools

c) Diagnostic tools

2. Policies in an organization

a) Maintenance procedures

b) Diagnostic policies

c) Service level support agreements

d) Report templates
Knowledge learning outcomes

The learner will: Knowledge scope

Understand network 1. Benchmarking

benchmarking
a) Diagnostic tools

b) Network usage reports

c) Response times

Understand user feedback 1. Feedback gathering techniques

a) Workshops

b) Surveys
Unit S01 - Plan and perform system tests and carry out system
administration ITUTS-1-0037-2-4

Unit S01 - Plan and perform system tests and carry out
system administration
ITUTS-1-0037-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to develop a plan for a system test, then ensure that adequate and complete system
tests are undertaken. The learner will back up a system; restore a system; record security
and licensing; and plan for system change.
Recommended learning hours: 72

Skills learning outcomes

The learner will be able to: Performance criteria:

Create a system test plan 1.1 Determine structure of a system and user accounts to understand
a test environment

1.2 Determine areas to test and test objectives, according to given

standards

1.3 Notify stakeholders of objectives and scheduled test

1.4 Gather test schedules and correlate schedules with related

functionality

1.5 Identify the processes in a test, including automated testing

1.6 Document a test plan and appropriate test tools

Conduct a system test 2.1 Prepare for a test

a) Determine software life cycle

b) Recognize and separate the system into runnable modules

mirroring live scenarios

c) Gather and prepare logs and result sheets

2.2 Run test scripts and document results according to test and
acceptance processes

2.3 Perform required quality benchmarks or comparisons

for acceptance testing

2.4 Adopt organization and industry standards

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 2.5 Compare actual results to expected results

Analyze and classify system 3.1 Summarize and classify results, highlighting critical or urgent areas
test results of concern and prepare report

3.2 Compare results against requirements

3.3 Present a test report, including possible actions, with an

appropriate person

3.4 Ensure test reporting complies with documentation and reporting

standards

Record system security 4.1 Obtain requirements and clearance according to given guidelines
access
4.2 Provide security documentation and access in line with given
guidelines

4.3 Record security access to maintain system integrity

4.4 Maintain system integrity and security in accordance with

given policies and procedures

4.5 Use virus protection in line with given recommendations

Record software licenses 5.1 Identify licensed software

5.2 Record license numbers and locations

5.3 Check personal computers and a network for illegal software

5.4 Report use of illegal software to appropriate person

Carry out system backup 6.1 Determine a backup procedure

6.2 Back up at regular intervals according to given specifications

6.3 Record backup in line with given guidelines

Restore system backup 7.1 Restore from backups

7.2 Determine a restore procedure

7.3 Carry out restores under supervision

7.4 Record restores in line with given guidelines

Apply security access 8.1 Document security access as per guidelines

controls
8.2 Maintain a security access register in line with given guidelines to
record which client or groups have access to which resources

8.3 Identify the security controls on the file system provided by the
operating system

8.4 Apply effective access control on files and directories

Plan a transition strategy to 9.1 Identify data sources

a new system
9.2 Design a data conversion workflow,
 Develop data conversion contingencies

Plan transition tasks and timescales

Develop an appropriate cutover plan

Confirm plan with appropriate person

Skills scope

1. A site with an information technology system with a representative range of stand-alone and networked
client-server environments and operating systems

2. Software license records

3. Technical records and documentation

4. Backup and restore procedures

5. Security guidelines

6. A test environment

7. Information technology standards

8. Change management tools

9. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand backup and 1. Backup media

restore operations
2. Backup process

3. Restore processes

4. Labeling and storing of backups

5. Version control

6. Archival

7. Audit trails
Understand system testing 1. Testing tools

a) Automated testing tools

b) Applications testing

c) Code testing

d) Stress load testing

2. Testing criteria

a) Performance

b) Security

c) Configuration sensitivity

d) Start-up and recovery

Understand transition 1. Data validation

strategies
2. Data cleanup

3. Data loading

4. Parallel running

5. Change management

6. Acceptance criteria

a) Cost implications

b) Logistical considerations

c) Technical

d) Timeframe

7. Constraints

a) Budget

b) Hardware

c) Legal constraints

d) Policy
e) Resource

f) Software

g) Time
Unit S02 - Update operational procedures for an information
technology system ITUTS-1-0038-2-4

Unit S02 - Update operational procedures for an

information technology system
ITUTS-1-0038-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to assess, update and document operational procedures for an information technology
system, including procedures for setting up device configurations and updating systems and
software.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine audit criteria for 1.1 Critically review current versions of technical and user
a system documentation against given quality criteria

1.2 Compare accuracy of technical and user documentation with the

current system functionality

1.3 Identify and document inaccuracies in documentation

Undertake an audit of a 2.1 Determine operational procedure requirements using review

system outcomes

2.2 Develop or update operating procedures for a system

2.3 Submit proposed operating procedures

Review and confirm 3.1 Review feedback and make appropriate changes
specifications
3.2 Update technical and user documentation to incorporate changes

3.3 Submit technical and user documentation for approval to an

appropriate person

3.4 Distribute technical and user documentation as agreed with an

appropriate person

143
Skills scope

1. Access to an information technology system

a) Administration tools

2. Documentation

a) Technical

b) User

c) Operating procedures

d) Templates

e) Standards

3. Appropriate person may be:

a) Client

b) Manager

c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand hardware and 1. Features and capabilities

software
2. Information technology systems
a) Computers

b) Portable devices

c) Networks

d) Applications

e) Peripherals

f) Internet

g) Email

Understand operational 1. Standards

procedures
2. Backup and recovery
3. Maintenance

4. Security
Licensing

Replacement plans

Training
Unit S03 - Validate quality and completeness of system design
specifications ITUTS-1-0039-2-4

Unit S03 - Validate quality and completeness of system

design specifications
ITUTS-1-0039-2-4

Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and
skills to check system design specifications against outcomes and quality standards, and
liaise with appropriate people to perform quality audits.
Recommended learning hours: 36

Skills learning outcomes

The learner will be able to: Performance criteria:

Determine audit criteria for 1.1 Investigate a system or product for which a quality audit will be
a system performed to understand its functionality

1.2 Effectively determine the objectives to be achieved by a quality

audit

1.3 Effectively determine the scope of a quality audit

1.4 Develop or obtain a list of audit criteria and quality benchmarks

1.5 Develop or obtain a suitable metric to classify audit criteria

1.6 Determine audit techniques or methodologies to be followed

1.7 Accurately document objectives, scope, criteria, technique and

resources in an audit plan

Undertake an audit of a 2.1 Use audit criteria to collect evidence about the functionality and
system quality of a system, including documentation

2.2 Accurately use a checklist to monitor audit progress

2.3 Document audit outcomes as an audit progresses

Review and confirm 3.1 Review a system specification against audit outcomes
specifications for a system
3.2 Compare system functionality against audit outcomes

3.3 Identify items of non-compliance where audit outcomes do not

meet performance targets or fall short of requirements

3.4 Document items of non-compliance and proposed corrective action

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Skills scope

1. Technical and design specifications for an organization’s information technology system

2. Organization’s audit standards

a) Documentation guidelines

b) Relevant standards and benchmarks

c) Service level agreements

d) Acceptance criteria

e) Security specifications

3. A live system, including database and system files

4. System may include:

a) Applications

b) Databases

c) Gateways

d) Internet service provider (ISP)

e) Operating system

f) Servers

5. Audit tools

6. Appropriate person may be:

a) Client

b) Manager
c) Teacher

Knowledge learning outcomes

The learner will: Knowledge scope

Understand system audit 1. Acceptance criteria

2. Design principles

3. Specification standards

4. Fault tolerance technologies

5. Quality audits

6. Quality levels
Understand benchmarking 1. Benchmarks that cover:

a) Cost savings

b) Performance

c) Quality

d) Technical matters

2. Relevant quality standards, including:

a) Software quality assurance

b) Software user documentation process

c) Software life cycle processes

3. Metrics

a) Capacity

b) Input

c) Output

d) Performance

e) Quality

f) Value metrics