important1).doc · web viewyou use this section to determine and record candidate competence via...

RPL Assessor KitICA30105Certificate III in Information TechnologyEditable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.

The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.

Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.

The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.

The original version of this RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

If you would like any further information, please email [email protected]

mailto:[email protected]

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

RPL Assessor KitICA30105 Certificate III in Information Technology

HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.

Editable Version


SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.

Editable Version


ADVICE FOR ASSESSORS

This RPL Assessor Kit streamlines the RPL assessment process for Certificate III in Information Technology taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the qualification is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.

Editable Version

http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm





To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/

Employability Skills

Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a candidate’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.

To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

Editable Version

http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.aqf.edu.au/



COMPETENCIES IN THIS RPL ASSESSOR KIT

ICA30105 CERTIFICATE III IN INFORMATION TECHNOLOGY

CORE UNITS

Unit Code Unit Title Questions Practical

ICAD3218B Create user documentation

ICAI3020B Install and optimise operating system software

ICAS3031B Provide advice to clients

ICAS3234B Care for computer hardware

ICAT3025B Run standard diagnostic tests

ICAU3004B Apply occupational health and safety procedures

SPECIALIST STREAM ELECTIVES (Applications/Network Administration/Support)

Unit Code Unit Title Questions Practical

ICAU3019B Migrate to new technology

ICAU3028B Customise packaged software applications for clients

ICAU3126B Use advanced features of computer applications

ICAI3110B Implement system software changes

ICAI3101B Install and manage network protocols

ICAS3024B Provide basic system administration

ICAS3032B Provide network systems administration

ICAS3034B Determine and action network problems

ICAS3120B Configure and administer a network operating system

ICAS3121B Administer network peripherals

ICAI3021B Connect internal hardware components

ICAS3115B Maintain equipment and software in working order

ICTCC330A Manage customer relationship

ELECTIVE UNITS

ICAB3018B Develop macros and templates for clients using standard products

ICAB4135B Create a simple mark-up language document to specification

ICAB4169B Use development software and IT tools to build a basic website

ICAS4108B Complete database back-up and recovery

ICAS4134B Provide first-level remote help desk support

Editable Version


OVERVIEW OF RECOGNITION PROCESS

This kit has been developed to streamline the application for recognition of prior learning.

Editable Version

GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE QUALIFICATION- RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS

Editable Version

Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

* Remember RPL assessment is an accumulative process of collecting evidence.

Complete assessment sign off & file documentation.

Issue qualification / advise of gap training as appropriate

Assessment Activity Record keeping Activity


STEPS IN THE RPL PROCESS

1. Complete application

The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the information technology industry as is available.

Documents that may be available include but are not limited to:

brief CV or work history certificates/results of assessment certificates/results of assessment – interstate/overseas certificates/results of assessment – universities results/statement of attendance/certificates – vendor training courses, in-house

courses, workshops, seminars, symposiums results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf

life saving, etc diaries/task sheets/job sheets/log books membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary information

Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:

ICA30105 Certificate III in Information Technology

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.

Editable Version


3. Questions for the Competency Conversation

The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasks

It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a

Editable Version


complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap training

RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.

Editable Version


EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

CORE UNITS





















ELECTIVE UNITS


Editable Version


Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence





Assessor’s Name:

Assessor’s Signature:

Date:

Editable Version


SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.

Editable Version


WHAT DOES IT MEAN TO BE RECOGNISED IN CERTIFICATE III IN INFORMATION TECHNOLOGY?

DescriptionThis qualification provides the skills and knowledge for an individual to be competent in introductory ICT ‘technical’ functions and is designed to support information activities in the workplace and to achieve a degree of self-sufficiency as an advanced ICT ‘user’.

It has 3 specialist streams with direct relevance to workplace roles:

Applications Stream: Provides skills in advanced use of applications and could provide basic application software support within an organisation. This stream may provide for natural progression into several Certificate IV in IT qualifications including Multimedia or Programming.

Network Administration Stream: Develops skills in the administration and maintenance of the user environment for a computer network. Graduates could work as a network administrator within an organisation. There are several vendor courses that may be integrated in this qualification. This stream may provide for natural progression into several Certificate IV in IT qualifications including Networking or Websites.

Support Stream: Provides skills in basic use of a range of technologies to provide first level diagnostic support to people using ICT. This stream may provide for natural progression into several Certificate IV in IT qualifications including Support or Websites.

Job RolesDepending on the stream selected, graduates from this qualification could work in basic personal computer (PC) support, basic network/system administration or in first level help desk roles. Additionally, using a selection of retail or sales units from other Training Packages, people could work in ICT retailing or vendor product support. Small to medium enterprises (SMEs) will find the outcomes of this qualification useful at advanced ICT user or introductory technical support levels.

Possible job titles include: Call Centre Support Representative Client Support Officer Computer Operator Customer Liaison Customer Service Representative Help Desk Officer Help Desk Technician ICT Operations Support ICT User Support IT Technician Maintenance Technician PC Support PC Support Specialist Sales Support Technician Support Technician Technical Support User Support Specialist

Editable Version


TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any information technology roles you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with your training organisation about other ways you can show your skills in the information technology industry. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.

Editable Version


STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experienceComplete the attached forms and provide as much information of your previous experience in the information technology industry as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents brief CV or work history certificates/results of assessment certificates/results of assessment – interstate/overseas certificates/results of assessment – universities diaries/task sheets/job sheets/log books membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with AssessorAn assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer information technology related questions to identify your current skills.

Step 3 – Practical demonstration of your skillsThe assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further stepsAfter the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.

Editable Version


APPLICATION – Self Assessment QuestionnaireICA30105 Certificate III in Information Technology

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasks

Frequently Sometimes Never

CORE UNITS





















ELECTIVE UNITS






Candidate Signature: Date:

Editable Version


RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2. Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3 Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge

Editable Version


5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Editable Version


APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of

Employers

Period of Employment(DD/MM/YYYY)

Position Held Full Time Part-time Casual

Description of Major Duties

From To

1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date

Editable Version


SECTION C

Competency ConversationThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.

Editable Version


QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency Question

ICAD3218BCreate user documentation

1. Describe organisational documents you have designed using various software.

2. What review techniques do you use in your organisation when preparing user documentation?

3. What are some important considerations when preparing user documents?

ICAI3020BInstall and optimise operating system software

4. Describe your experience in installing operating system software?

5. How do you ensure a successful installation?

6. What matters will you need to communicate with the user before, during and after installation of operating system software?

7. What are some typical tasks involved with installing and optimising the operating system?

ICAS3031BProvide advice to clients

8. Describe your experience in providing advice to clients?

9. When a client problem is logged, how do you analyse client issues?

10. What documentation is involved in providing advice to clients?

11. How do you ensure you communicate effectively with clients in dealing with requests?

ICAS3234BCare for computer hardware

12. What safety factors and manufacturers requirements do you need to consider when moving and maintaining hardware and peripherals?

13. What factors do you take into account when determining the location for hardware and peripherals?

14. Describe the tasks involved to maintain a hard drive?

15. Identify the typical components of a PC?

ICAT3025BRun standard diagnostic tests

16. Describe how you run diagnostic testing of systems and equipment?

17. How do you manually run a virus scan?

18. What are your typical corporate rules for protecting systems from viruses?

ICAU3004BApply occupational health and safety procedures

19. What OH& S requirements do you need to be aware of when doing your job?

20. How do you participate in documenting and reporting workplace issues?

21. What types of ergonomic advice have you provided to clients in relation to IT equipment?

ICAU3019BMigrate to new technology

22. How do you remain up to date with new trends and technology in IT?

23. How do you use your knowledge to identify trends that could help your organisation? Provide examples.

24. What are typical problems you need to be aware of when migrating to new technology?

Editable Version



ICAU3028BCustomise packaged software applications for clients

25. Describe the software applications you have customised in your work?

26. What process do you follow to undertake customisation?

27. Describe problems you have experienced in customising software applications and how you have resolved these

ICAU3126BUse advanced features of computer applications

28. Explain ‘work-arounds’ or advanced features you have used with applications, to overcome a complex problem?

29. How have you used advanced features of applications to achieve efficiencies or other improvements in your organisation?

30. Describe the support resources you use to overcome problems?

ICAI3110BImplement system software changes

31. Describe the major system software changes you have undertaken in your job?

32. When making system software changes, what is the typical process you follow?

33. What communication strategies do you follow before, during and after system changes are made?

34. What are important steps to follow at the conclusion of the installation?

ICAI3101BInstall and manage network protocols

35. Give examples of protocols you have used in your work?

36. Explain why we need network protocols?

37. What are some typical uses of network protocols in your organisation?

38. Explain the use of one of the following protocols: Network protocols, subnets, HTTPS, SSL, SMTP, FTP, Telnet, HTTP

ICAS3024BProvide basic system administration

39. Describe the password requirements used in your organisation?

40. What products and procedures do you have in place for backing up and restoring data?

41. Describe the product you use for account management?

42. What is the procedure used in your organisation for users obtaining access to the network drive?

ICAS3032BProvide network systems administration

43. If you were asked to develop a Disaster Recovery Plan, what would you include?

44. What are the typical issues that can affect monitoring network performance?

45. What tests do you perform to determine network connectivity?

ICAS3034BDetermine and action network problems

46. Describe server administration tasks you typically perform in your work?

47. Are you aware of any maintenance that happens in your organisation on switches?

ICAS3120BConfigure and administer a network operating system

48. Describe some network administration tasks you are aware of?

49. Explain where you can see configuration and diagnostic information on your system?

50. What organisational policies apply in your workplace in relation to network administration

51. Describe user account management tasks you undertake in your work?

Editable Version



ICAS3121BAdminister network peripherals

52. What is your experience with installing, maintaining, and managing network peripherals?

53. Explain what a hardware driver does?

54. Give examples of problems you have come across with peripherals and how you have resolved them?

ICAI3021BConnect internal hardware components

55. Identify the requirements for a computer used for gaming compared to a computer used for occasional office purposes?

56. Explain the BIOS?

57. Describe internal hardware components you have installed and the process used?

58. Where would you go to get a hardware driver?

ICAS3115BMaintain equipment and software in working order

59. Explain an instance when you had to diagnose and repair equipment or software faults, and describe the process used?

60. Describe how you maintain documentation and a knowledge base at your work?

61. How do you manage client software?

ICTCC330AManage customer relationship

62. Describe the customer service policies or agreements your organisation uses?

63. What type of customer feedback do you receive and how do you use it to improve customer relations?

64. Provide examples of customer complaints you have managed and how you have responded?

ICAB3018BDevelop macros and templates for clients using standard products

65. How do you determine whether a macro or a template suit the client’s documentation requirements?

66. What steps do you take to ensure that the client’s needs are met?

67. In what ways would you support the client after developing the macro or template?

ICAB4135BCreate a simple mark-up language document to specification

68. Name a HTML text editor you prefer to use and why?

69. What features should a HTML page have as a minimum?

70. Describe basic features you have created in a webpage using mark-up language?

71. How do you test the validity of the mark-up language created?

ICAB4169BUse development software and IT tools to build a basic website

72. When building a website, how do you select a website structure and appropriate tools?

73. What makes a bad website?

74. What validation tests do you undertake following construction?

Editable Version



ICAS4108BComplete database back-up and recovery

75. Name 2 different database management systems?

76. Explain the difference between an offline/cold backup and online/hot backup?

77. An incremental backup, differential backup and a full backup are 3 different approaches to backing up data. Explain 2 of the 3 approaches?

78. Company ABC backs up its database nightly from 10pm - 11pm using a differential backup and does a full back up 11pm - 5am Sundays. Should the database crash at 5am on Wednesday and require a full restore which backups are required?

ICAS4134BProvide first-level remote help desk support

79. Describe user support matters you have dealt with in your work using the remote help desk?

80. What are important requirements when providing remote support?

81. How do you communicate with the client to ensure resolution and ongoing support for the issue?

82. How do you effectively close out a remote support call?

Editable Version


RECORD OF CONVERSATIONICAD3218B Create user documentation

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 1: Describe organisational documents you have designed using various software.

Question 2: What review techniques do you use in your organisation when preparing user documentation?

Question 3: What are some important considerations when preparing user documents?

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if response addresses KP and IR

COMMENTSRecord other key points and examples from conversation.

Identify whether a practical assessment is warranted.

Question 1Organisational policies and procedures

Quality standards

Style guides

Web design

Outlines specific requirements of documents including audience, format, templates, content etc

Outlines documents designed including:

Word processing templates – forms, reports, letters

Manuals

Email mail outs

Presentations

Spreadsheets

Databases

Question 2

Completes first draft of document

Conducts a user review

Conducts a peer and/or supervisor review

Conducts a quality control review

Confirms acceptance and registration in knowledge base

Uses feedback to alter documentation

Editable Version of 105








Prepares final document according to organisaitonal requirements

Question 3

Uses standard templates in organisation

Inserts screen shots in document

Knows the audience

Ensures all user requirements are followed

Ensures correct information

Ensures clarity and readability of information

Finds other people’s documents in the system



RECORD OF CONVERSATIONICAI3020B Install and optimise operating system software


Question 4: Describe your experience in installing operating system software.

Question 5: How do you ensure a successful installation?

Question 6: What matters will you need to communicate with the user before, during and after installation of operating system software?

Question 7: What are some typical tasks involved with installing and optimising the operating system?








Workplace health and safety

System security

Virus protection

Licensing

Demonstrates experience in a range of operating systems e.g. Linux 7.0 or above, Windows 2000 or above, Apple OS X or above

Demonstrates experience with stand alone PC installation and network installation

Demonstrates experience in configuring operating systems to organisation requirements

Discusses functions and features of operating systems

Outlines variety of hardware and software products, general features and capabilities

Question 5

Demonstrates knowledge of hardware requirements

Explains to user how it works in their area and provide opportunity for feedback

Obtains licenses for software installed

Obtains or prepares relevant documentation









Stores all materials appropriately and keeps register up to date

Question 6

Communication around:

Details of project plan

Documentation available

User instructions to apply

Details of training

Details outlining differences between operating system and a standard install

Time the project will take

Adding a default printer after install

Affects of installation on local data

Question 7

Tasks may include:

Adds to the domain

Ensures operating system has drivers assigned for all hardware

Assigns computer names

Changes IP addresses

Changes virtual memory

Obtains correct tools e.g. build or installation CD and documentation

Ensures ability to see file attributes – read/write, delete permissions



RECORD OF CONVERSATIONICAS3031B Provide advice to clients


Question 8: Describe your experience in providing advice to clients?

Question 9: When a client problem is logged, how do you analyse client issues?

Question 10: What documentation is involved in providing advice to clients?

Question 11: How do you ensure you communicate effectively with clients in dealing with requests?








Effective communication

Excellent customer service

Demonstrates experience in IT call centre

Demonstrates experience in desktop support

Describes remote support user phone and online instructions

Describes process used in providing advice

Question 9

Uses appropriate questioning of client to obtain specific details of problem (open questioning)

Undertakes standard checks to eliminate obvious problems e.g. caps lock off, network connectivity

Demonstrates ability to allocate call to appropriate technical stream e.g. network administrator, web developer, desktop support etc

Understands key escalation points for referring problem

Question 10

Explains organisational procedures for documentation

Uses standard client tracking system









Records advice in email or note form

Closes out call effectively and documents resolution

Procedural documentation

Question 11

Listens actively to client problems

Uses appropriate questioning (open questions)

Shows empathy

Explains action to be taken to resolve

Obtains feedback

Obtains client’s preferred method of contact



RECORD OF CONVERSATIONICAS3234B Care for computer hardware


Question 12: What safety factors and manufacturers requirements do you need to consider when moving and maintaining hardware and peripherals?

Question 13: What factors do you take into account when determining the location for hardware and peripherals?

Question 14: Describe the tasks involved to maintain a hard drive?

Question 15: Identify the typical components of a PC and how they interconnect?









System security

Virus protection

Vendor warranty and maintenance agreements

Ensures power is switched off before working on equipment

Observes safe weight limits for moving equipment

Maintains cables and cords out of walkways

Stores boxes and packets out of pathways and hallways

Uses static protection for ‘earthing’ equipment

Uses appropriate packing components e.g. foam and bubble wrap, anti-static bags

Determines appropriate location for equipment

Recording and reporting responsibilities

Question 13

Adequate light and ventilation

Appropriate height and position for terminals

Sufficient space

Safe location of cable and cords









Appropriate temperature

Question 14

Carry out Defragmentation

Create backups of files

Conduct error Checking / Disk Scan

Clear Temporary Internet Files

Remove Spyware

Run Anti Virus

Delete old files and clear recycle bin

Run Disk Cleanup (Windows)

Question 15

CPU

RAM

Hard Drive

Motherboard

PCI slots

Video card

AGP

Discussion around how these components inter-connect with each other and how this knowledge helps diagnose hardware problems



RECORD OF CONVERSATIONICAT3025B Run standard diagnostic tests


Question 16: Describe how you run diagnostic testing of systems and equipment?

Question 17: How do you manually run a virus scan?

Question 18: What are your typical corporate rules for protecting systems from viruses?









System security

Virus protection

Licensing

Uses logical approach to testing

Uses third party software – candidate to identify

Uses benchtop testing

Prints test page for printer testing

Question 17

Describes virus scanning software used

Demonstrates understanding of rectification for virus and other problems

Describes reporting processes for system problems

Describes record keeping processes used

Knows where to find virus definitions

Question 18

Restrictions on use of email attachments e.g. no Executable files

Limitations on website downloads

Use of automated anti-virus software

Restrictions on forwarding of irrelevant emails









Deleting email from unknown users

Escalation procedure where problem is found



RECORD OF CONVERSATIONICAU3004B Apply occupational health and safety procedures


Question 19: What OH & S requirements do you need to be aware of when doing your job?

Question 20: How do you participate in documenting and reporting workplace issues?

Question 21: What types of ergonomic advice have you provided to clients in relation to IT equipment?









Fire protection procedures

Not working on ‘live’ equipment

Use of weight limits when moving equipment

Safe storage of equipment

Use of emergency switches to shut down system

No ‘daisy chaining’ leads and power boards

Regular testing and tagging of cables

Question 20

Demonstrates understanding of workplace OH&S policies

Contributes to OH&S documentation

Describes reporting system used for workplace incidents

Prepares basic OH&S procedures

Identifies first aid officer and OH&S officer

Question 21

Location of monitor in front and at eye level

Use of arm rests and foot rests









Use of document holders

Use of rests for mouse hand

Adequate lighting at workstation

Regular breaks from computer screen

Appropriate chair height



RECORD OF CONVERSATIONICAU3019A Migrate to new technology


Question 22: How do you remain up to date with new trends and technology in IT?

Question 23: How do you use your knowledge to identify trends that could help your organisation? Provide examples.

Question 24: What are typical problems you need to be aware of when migrating to new technology?







Question 22Awareness of new trends and technologies

Risks with adopting new technologies

Licensing

Organisational policies and procedures

Newspaper articles

Internet searches and forums

Peers

IT magazines

Media releases

Question 23

Identifies best available deals

Identifies items being superseded or outdated

Identifies problematic equipment or systems

Predicts equipment changes and upgrades

Question 24

Compatibility with existing systems and equipment

Training requirements

Limited knowledge base for support if new technology

New technology may be expensive

Ability to identify upgrade paths



RECORD OF CONVERSATIONICAU3028A Customise packaged software applications for clients


Question 25: Describe the software applications you have customised in your work?

Question 26: What process do you follow to undertake customisation?

Question 27: Describe problems you have experienced in customising software applications and how you have resolved these.









System security

Virus protection

Licensing


Names of applications used

Provides description of changes made

Provides any documentation created

Question 26

Determines need for customisation – client and technical

Describes how customisation was implemented

Conducts testing (UAT)

Conducts deployment testing

Describes products used to package e.g. Installshield, Novell Snapshot

Question 27

Describes issues experienced

Describes how issue was found

Describes how issue was fixed

Describes specific testing undertaken to resolve



RECORD OF CONVERSATIONICAU3126B Use advanced features of computer applications


Question 28: Explain ‘work-arounds’ or advanced features you have used with applications, to overcome a complex problem?

Question 29: How have you used advanced features of applications to achieve efficiencies or other improvements in your organisation?

Question 30: Describe the support resources you use to overcome problems?









System security

Virus protection

Licensing


Identifies appropriate applications for problem

Provides adequate example of complex use of system

Examples:Word: Insert headers and a table of contents or creating a “fill in form”Outlook: Create an email with “voting buttons” or track an emailMacros: Creation and use of Macros

Question 29

Describes a complex problem requiring manipulation of data e.g. production of a report or importing data

Demonstrates strong understanding of capabilities of application identified

Applies application to overcome organisational problem

Question 30

Application Help menu

Internet support

Peer support









Formal training



RECORD OF CONVERSATIONICAI3110B Implement system software changes


Question 31: Describe the major system software changes you have undertaken in your job?

Question 32: When making system software changes, what is the typical process you follow?

Question 33: What communication strategies do you follow before, during and after system changes are made?

Question 34: What are important steps to follow at the conclusion of the installation?









System security

Virus protection

Licensing


Operating system upgrades

Application upgrades

Financial systems

Records management systems

Customer service systems

Question 32

Identifies needs or requirements of upgrade

Determines how to deploy – SMS, Novell application launcher, login scripts etc

Identifies risks, sociability, network capacity, equipment requirements

Understands user profiles – how many, peak usage periods

Identifies hardware requirements

Obtains original software for inclusion in register

Verifies ongoing support arrangements – SLA or external









Undertakes testing – user testing as well as development

Identifies business contacts for escalation

Prepares user documentation

Prepare operational team documentation for support

Question 33

Discusses client requirements fully

Provides client with project plan

Involves client representative in steering committee meetings

Explains timeframes involved

Explains impact of changes to client

Ensures adequate support is available during project to answer enquiries

Prepares adequate user documentation

Undertakes sufficient client training

Seeks client feedback post project

Question 34

Completes user documentation

Undertakes all user acceptance testing

Prepares roll back plan

Prepares contingency plan

Ensures all support arrangements are in place



RECORD OF CONVERSATIONICAI3101B Install and manage network protocols


Question 35: Give examples of protocols you have used in your work?

Question 36: Explain why we need network protocols?

Question 37: What are some typical uses of network protocols in your organisation?

Question 38: Explain the use of one of the following protocols: Network protocols, subnets, HTTPS, SSL, SMTP, FTP, Telnet, HTTP.









System security

Virus protection

TCP/IP

Hypertext transfer protocol (HTTP)

Simple network management protocol (SNMP)

H.323 protocol

Internet protocol (IP)

Electronic mail protocols

Address resolution protocol (ARP)

Wireless application protocol (WAP)

Dynamic host configuration protocol (DHCP)

Simple object access protocol (SOAP)

Internet protocol version 6 (IPv6)

File transfer protocol (FTP)

Question 36

Secure and efficient communication between devices

Access to internet









Standardised communication between devices

Question 37

Define the IP addressing scheme at the workplace

Subnet addressing

Transfer of files electronically

Electronic messaging

websites (Secure and unsecured)

Question 38

Network ProtocolsNetwork protocols define a language of rules and conventions for communication between network devices.

SubnetsSubnetting allows a network to be logically divided regardless of the physical layout of a network.

HTTPS: HTTPS (Hypertext Transfer Protocol over Secure Socket Layer, or HTTP over SSL) is a Web protocol that encrypts and decrypts user page requests as well as the pages that are returned by the Web server.

SSLThe Secure Sockets Layer (SSL) is a commonly-used protocol for managing the security of a message transmission on the Internet. SSL has recently been superseded by Transport Layer Security (TLS), which is based on SSL

SMTPSMTP (Simple Mail Transfer Protocol) is a TCP/IP protocol used in sending and receiving e-mail.









FTPFile Transfer Protocol (FTP), is the simplest way to exchange files between computers on the Internet. FTP is commonly used to transfer Web page files from their creator to the computer that acts as their server for everyone on the Internet. It's also commonly used to download programs and other files to your computer from other servers.

TelnetTelnet is a user command and an underlying TCP/IP protocol for accessing remote computers. With Telnet, you log on as a regular user with whatever privileges you may have been granted to the specific application and data on that computer. Telnet is most likely to be used by program developers and anyone who has a need to use specific applications or data located at a particular host computer.

HTTPHTTP (Hypertext Transfer Protocol) is the set of rules for transferring files (text, graphic images, sound, video, and other multimedia files) on the World Wide Web. As soon as a Web user opens their Web browser, the user is indirectly making use of HTTP. The latest version of HTTP is HTTP 1.1.



RECORD OF CONVERSATIONICAS3024B Provide basic system administration


Question 39: Describe the password requirements used in your organisation?

Question 40: What products and procedures do you have in place for backing up and restoring data?

Question 41: Describe the product you use for account management?

Question 42: What is the procedure used in your organisation for users obtaining access to the network drive?









System security

Virus protection System security procedures

Effective backup procedures

Account management

Minimum password length

Characters used e.g. must be alphanumeric

How long the password will be valid

Password policies

Question 40

Ghost or other desktop solution

Net backup or other enterprise solution

Allocated backup windows i.e. suitable timeframes

Frequency of backup based on business requirements

Storage of backed up data

Question 41

Products may include Active Directory, Netware/Novell etc

Describes product functionality

Demonstrates understanding of appropriate use of product









Question 42

Application request (usually a form)

Sign off by management

Request lodged with Help desk

Network drive “owner” contacted

Access is granted and account modified



RECORD OF CONVERSATIONICAS3032B Provide network systems administration


Question 43: If you were asked to develop a Disaster Recovery Plan, what would you include?

Question 44: What are the typical issues that can affect monitoring network performance?

Question 45: What tests do you perform to determine network connectivity?









System security

Virus protection

Network troubleshooting

Offsite storage

Regular backup

Media used to save data (CD, tape etc)

Recovery documentation

Fire proof safes

Communication plan

Backup data centre

Copies of software

Question 44

Disruptions and malfunctions

Virus interference

Slowness in response times

Accessibility of devices

Inappropriate or unlicensed software usage

Question 45

PING Tests









IP release and renewal (IPConfig)

Query the switch

Observing link lights

Properties of network card



RECORD OF CONVERSATIONICAS3034B Determine and action network problems


Question 46: Describe server administration tasks you typically perform in your work?

Question 47: Are you aware of any maintenance that happens in your organisation on switches?








System security

Virus protection

Excellent client service


Check the performance of the server Start / Programs / Admin Tools / Performance

Check Disk Space

Check CPU Utilisation

Follow build procedure and build a server, understanding and explaining each step

Apply patches / hot fixes knowing which patch/hot fix is relevant

Research issues and read and understand Technical Information Documents

Question 47

Running reports on performance

Checking bandwidth

Monitoring software e.g. Wireshark

Configuring backup on switch



RECORD OF CONVERSATIONICAS3120B Configure and administer a network operating system


Question 48: Describe some network administration tasks you are aware of?

Question 49: Explain where you can see configuration and diagnostic information on your system?

Question 50: What organisational policies apply in your workplace in relation to network administration?

Question 51: Describe user account management tasks you undertake in your work?









System security

Virus protection

Licensing

Distribute/install software

Monitor server free disk space

Deploy patches/hot fixes

Installing operating system on servers

Morning integrity checks

Question 49

Control Panel

System Properties / advanced tab

Device Manager

Using 3rd party products

Question 50

System maintenance

Security

Diagnostic testing procedures

Occupational health and safety









File structures and restrictions

User access requirements

Virus protection

Testing and review of network

Backup and recovery

Question 51

Creating user accounts

Deleting user accounts

Re-setting passwords

Distributing software

Allowing network drive access

Configuring logon times

Granting internet access



RECORD OF CONVERSATIONICAS3121B Administer network peripherals


Question 52: What is your experience with installing, maintaining, and managing network peripherals?

Question 53: Explain what a hardware driver does?

Question 54: Give examples of problems you have come across with peripherals and how you have resolved them?









System security

Virus protection

Vendor service agreements

Printers as a minimum

scanners, tape cartridges

Speakers, multimedia kits

Personal computer fax/modems

Input equipment may include mouse, touch pad, keyboard, pens

Mobile phones, palmtops and personal digital assistants (PDAs), laptops and desktop computers

Bluetooth devices, universal serial bus (USB), Firewire (IEEE 1394)

Tasks for managing peripherals:Creating/installing a network printerAssigning rights to the printerAccessing print keys

Question 53

A piece of software that enables a piece of hardware to talk to an operating system and vice-versa









Question 54

Problems experienced:No connectionPoor performancePrinter not respondingUpgrades and installations

Rectification action:Demonstrates logical approach to resolveChecks propertiesChecks drivers installed correctly



RECORD OF CONVERSATIONICAI3021B Connect internal hardware components


Question 55: Identify the requirements for a computer used for gaming compared to a computer used for occasional office purposes?

Question 56: Explain the BIOS?

Question 57: Describe internal hardware components you have installed and the process used?

Question 58: Where would you go to get a hardware driver?









System security

Virus protection

Vendor warranty

Demonstrates understanding of different specification requirements of the two uses

Demonstrates understanding of range of PC specifications available and relates them to user requirements

Requirements of high capacity machine e.g. gaming: High capacity RAM Video card High capacity hard drive High speed interface

Question 56

The program a personal computer's microprocessor uses to get the computer system started after you turn it on. It also manages data flow between the computer's operating system and attached devices such as the hard disk, video adapter, keyboard, mouse and printer

Question 57

Components include:









motherboards, CMOS battery, central processing unit (CPU), CD and DVD drives, interface cards, drives, fax/modem cards, RAM upgrades, CPU upgrades.

Obtains specifications and requirements

Sources components from vendors

Installs components safely

Tests components

Documents the process used

Carries out handover and instructions with client

Question 58

As minimum, vendor’s website

Resource CD provided with PC

Other internet sites



RECORD OF CONVERSATIONICAS3115B Maintain equipment and software in working order


Question 59: Explain an instance when you had to diagnose and repair equipment or software faults, and describe the process used?

Question 60: Describe how you maintain documentation and a knowledge base at your work?

Question 61: How do you manage client software?









System security

Virus protection

Undertakes process of elimination

Drills to root cause

Describes how repair undertaken

Runs appropriate tests

Escalates where required

Researches using internet

Seeks advice of peers

Refers to organisation’s knowledge base

Prepares clear documentation

Question 60

Creates documentation on maintenance procedures and issues resolution

Makes documentation available in a shared location

Keeps adequate record of all maintenance schedules

Includes any reference material used (e.g. internet sources)









Question 61

Stores in a secure place

Maintains appropriate register

Keeps record of borrowings and returns (e.g. email confirmation)



RECORD OF CONVERSATIONICTCC330A Manage customer relationship


Question 62: Describe the customer service policies or agreements your organisation uses?

Question 63: What type of customer feedback do you receive and how do you use it to improve customer relations?

Question 64: Provide examples of customer complaints you have managed and how you have responded?










Service level agreements

Customer service charter

Refund policies

Minimum response standards

Performance indicators

Question 63

Type of feedback: Customer satisfaction surveys Informal feedback at close-off of job Formal compliments and complaints Regular customer ratings reports

How feedback is used: Transfer of customer comments to knowledge

bank Use of customer feedback to improve procedures Discussion of customer issues at team meetings

Question 64

Type of complaints:









Equipment or systems failure

Inadequate response time

Poor communication regarding work to be undertaken

Lack of handover to client at conclusion of the job

Appropriate responses:

Listens attentively to customer problems

Establishes the root cause of the problem through appropriate questioning

Uses customer complaint to improve procedures

Responds appropriately to customer on action taken

Offers opportunity to escalate



RECORD OF CONVERSATIONICAB3018B Develop macros and templates for clients using standard products


Question 65: How do you determine whether a macro or a template suit the client’s documentation requirements?

Question 66: What steps do you take to ensure that the client’s needs are met?

Question 67: In what ways would you support the client after developing the macro or template?








System security

Virus protection



Using effective communication skills, assess the client’s documentation needs such as contracts, letters, memos, proposals, checklists, procedural documentation, presentations etc.

Define Macro – series of commands that can be recorded so they can be played back or executed later. Macros can be useful when a series of repetitive tasks need to be performed such as - Formatting text, run programs, delete / create files at a specific time, input common phases such as email address with a "hot" key.

Define Template – style guide for a document with pre-defined text. Templates can be useful when numerous documents require the same style or have the same pre-defined text.

Question 66

Identify appropriate industry-recognised software applications for the specific job.

Procedure for developing a macro or template and ability to demonstrate it for the client to gain their feedback.

Make necessary adjustments and update to meet client need









Question 67

Provide the client with verbal and written instructions

Provide support and instruction requirements to the client help desk



RECORD OF CONVERSATIONICAB4135B Create a simple mark-up language document to specification


Question 68: Name a HTML text editor you prefer to use and why?

Question 69: What features should a HTML page have as a minimum?

Question 70: Describe basic features you have created in a webpage using mark-up language?

Question 71: How do you test the validity of the mark-up language created?








System security

Virus protection

Notepad, MS Word, Dreamweaver, Frontpage

Client needs and document purpose determine the appropriate text editor

Determine appropriate document structure and browser-safe colours

Question 69

<HTML> </HTML>

This code will make a blank webpage

Question 70

Basic page structure such as margins, paragraphs, headings

Lists – numbered and bulleted

Emphasis

Frames

Images

Backgrounds and colours









Tables

Links and anchors

Question 71

Preview page in multiple browsers

Check against business requirements

Obtain client feedback

Use third party software to test code



RECORD OF CONVERSATIONICAB4169B Use development software and IT tools to build a basic website


Question 72: When building a website, how do you select a website structure and appropriate tools?

Question 73: What makes a bad website?

Question 74: What validation tests do you undertake following construction?








System security

Virus protection

Selects a structure that meets business requirements

Selects a structure that meets design requirements

Selects tools trained on and skilled to use

Selects tools that comply with industry standards

Question 73

Dead links

Long load times

Spelling and punctuation errors

Too much clutter

Page not fitting screen

Too much text

Information not being relevant to business

Question 74

Preview page in multiple browsers

Check against business requirements

Obtain client feedback









Use third party software to test code

Check all hyperlinks

User load stress test

Test for functionality

Test for conformance with industry design standards



RECORD OF CONVERSATIONICAS4108B Complete database back-up and recovery


Question 75: Name 2 different database management systems?

Question 76: Explain the difference between an offline/cold backup and online/hot backup?

Question 77: An incremental backup, differential backup and a full backup are 3 different approaches to backing up data. Explain 2 of the 3 approaches?

Question 78: Company ABC backs up its database nightly from 10pm - 11pm using a differential backup and does a full back up 11pm - 5am Sundays. Should the database crash at 5am on Wednesday and require a full restore which backups are required?








System security

Virus protection

SQL Server

Ingres

Oracle

Access

Sybase

Adaptive Server Enterprise

Adaptive Server Anywhere

SQL Anywhere

Informix

MySQL

Filemaker

IDMSX

Question 76









Offline – database is shut down, database is offline for the backup

Online – database remains online providing increased availability

Question 77

Incremental backup is a backup of every file on a file system which has changed since the last Incremental backup.

A differential backup is a backup of every file on a file system which has changed since the last full backup.

A full backup is a backup of every file on a file system, whether that file has changed or not

Question 78

The full backup from Sunday night and the differential backup from Tuesday night



RECORD OF CONVERSATIONICAS4134B Provide first-level remote help desk support


Question 79: Describe user support matters you have dealt with in your work using the remote help desk?

Question 80: What are important requirements when providing remote support?

Question 81: How do you communicate with the client to ensure resolution and ongoing support for the issue?

Question 82: How do you effectively close out a remote support call?








System security

Virus protection



Privacy policies

Log on problems

File management

Guidance with application use

System malfunction/errors

Training/demonstrations

Question 80

Makes initial decision on whether remote support is the best way to offer this service

Applies good phone manner

Uses appropriate language and tone of voice

Paraphrases problem to ensure correct analysis

Uses remote desktop tool effectively

Explains to client the action to be taken

Demonstrates understanding of the timeframes involved and explains to user

Question 81









Uses appropriate questioning

Listens to user issues

Shows empathy to client

Explains any necessary policies

Obtains permission from client to access computer remotely

Provides effective advice and guidance

Question 82

Advises the client of completion

Carries out appropriate disconnection

Obtains client feedback

Offers escalation option to client if not fully satisfied

Provides advice to client on available support or information

Completes documentation in knowledge base



SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.

Editable Version


PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.

Unit of Competency

Practical Task


1. Assessor to provide a brief for creation of standard workplace document e.g. basic procedure. Candidate to prepare document using appropriate software, submit it to the assessor for feedback and make relevant changes.

Note to assessor: provide a range of options for tools the candidate can use in creation of the template e.g. word processing application, spreadsheeting, presentation etc.

ICAI3020BInstall and optimise operating system software

2. Assessor to provide a standard PC and operating system software package.

a. Candidate to undertake installation to correct specifications and test for effectiveness including:

b. Adjustments for local time, date, English language (Australia) etc.

c. Separate the hard drive into partitions and Install operating system onto one partition, and prepare remainder of drive for data – involves creating second partition, create logical drive, format, assign drive letter H:\


3. Assessor and candidate to role play an IT support situation, where assessor is user and candidate is providing call centre support.

a. Assessor is having problems locating a file and candidate is to talk them through the different options to resolve problem.

b. Assume the user is still having problems, undertake a simulated remote support service, where candidate takes the action on the users machine and explains the process to the user, using their customer service skills.

c. Candidate to close out call effectively and seek feedback.




4. Assessor to provide a range of hardware (e.g. PCs, printers, routers etc). Candidate to connect all pieces of equipment and undertake a range of diagnostic and maintenance checks on each and identify and report any faults.

5. Assessor to provide PC with virus scanning software. Candidate to run virus scanning manually and rectify any problems.

ICAT3025BRun standard diagnostic tests


Assessed as part of other practical exercises.

Editable Version


Unit of Competency

Practical Task


6. Research a new technology that would apply to your workplace and reference where you sourced the information. Identify the benefits new technology would provide.


7. Candidate to show the assessor an example of a package they have previously customised and demonstrate to the assessor the customisation they have made. Candidate to provide assessor with documented test plan for customisation.


8. Assessor to provide a range of task options involving use of advanced features in different software applications and candidate is to undertake one of the chosen tasks. Alternatively, candidate can choose from an application used in their workplace and demonstrate an advanced feature.

Examples include:

Exporting data from Outlook as a CSV into Excel to manipulate

Carry out advanced tasks in Outlook, such as voting buttons in an email


9. Assessor to provide a piece of software.

a. Candidate to install on the PC and test for correct functionality.

b. Candidate to uninstall software.


10.Assessor to provide 2 PCs. Candidate to undertake the following networking tasks:

a. Configure peer to peer networking of the PCs and test for performance.

b. Conduct a range of tests to determine network connectivity.

c. Configure the operating system to share files.

d. Create and set user permissions.

e. Perform diagnostic tests of one of the networked PCs. This is to include CPU utilisation, disk space, page file use.

f. Download and apply a relevant operating system patch/hot fix.




Editable Version


Unit of Competency

Practical Task


11.Candidate is to create a user account with password on a standalone PC.

12.Candidate is to backup then restore hard drive data using Ghost or Windows backup or other suitable product (as selected by the candidate).


13.Assessor to provide standard printer and PC.

a. Candidate is to undertake printer installation and maintenance and print test page.

b. Candidate is to check properties of printer and cancel a print job.

c. Candidate is to demonstrate where they could change a printer driver.


14.Assessor to provide stand alone PC.

a. Candidate is to access BIOS and identify hard drive within the BIOS.

b. Candidate is to install 2nd hard drive and configure so it can be seen in operating system.


15.Assessor is to provide standalone PC. Candidate is to undertake a range of maintenance tasks of hard drive including:

a. Defragmentation

b. Clear temporary internet files

c. Remove spyware/viruses

d. Delete old files and clear recycle bin


16.Candidate to determine the organisations need for and create or update a macro to meet the need, explain where its use would be beneficial and ask for feedback.

17.Candidate to create a template for a standard letter to be sent to many recipients including date, header/footer, company address, closing paragraph and provide instruction on it’s use.


18.Assessor to provide a brief for a basic webpage, including hyperlinks, tables, images, lists, background and appropriate format design. Candidate to develop basic webpage using simple mark-up language and test functionality.

19.Candidate is to develop basic website on a subject of their choice using a web development software tool. Website is to include multiple linked pages and include hyperlinks, tables, images, lists, background and appropriate format design.

Candidate is to prove website works in different browsers.

(Assessor to request ad hoc changes to site and candidate is to perform in both formats).

20.Candidate to undertake an internet search for good and bad examples of websites, show the assessor the examples, and explain the good and bad features of each page or site.

ICAB4169BUse development software and IT tools to build a basic website

Editable Version


Unit of Competency

Practical Task


21.Assessor to provide a simulated database environment, or practical assessment can be undertaken in the candidate’s workplace using a database of choice.

Candidate to undertake the following:

a. Backup database

b. Manipulate database - select information and delete

c. Restore all data from the backup

d. Prove the information has been restored correctly

Editable Version


OBSERVATION RECORDING SHEETPractical Tasks

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.

Unit and element

covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed

GC – Generic components

All tasks

Note: These generic components should be taken into account with any other units being assessed

Prepares work area appropriately

Undertakes work safely

Follows organisational procedures

Leaves work station in clean and tidy state

Undertakes appropriate handover with client





1 Selects appropriate software

Analyses client needs

Identifies relevant content

Designs appropriate format

Verifies client satisfaction with result


Quality standards

ICAI3020BInstall and optimise operating system

2 Installs system software correctly

Configures system to meet client needs

Undertakes drive partitioning correctly





Unit and element

covered in task

Task No.


Date assessed

software Effective communication

System security

Virus protection

Licensing




3 Assesses client needs

Uses appropriate questioning

Determines root cause of problem through process of elimination

Demonstrates appropriate empathy to client

Displays politeness and courtesy to customer

Explains corrective action clearly

Keeps appropriate records

Asks for client feedback at close of call

Requests permission from user to conduct remote support connection

Demonstrates understanding of remote support




Privacy policies

System security

Virus protection


4, 5 Connects all components correctly

Actively takes precautions to avoid damage to computer components

Tests equipment is functioning correctly




System security

Virus protection


ICAT3025B 4, 5 Connects all components correctly Organisational policies



Unit and element

covered in task

Task No.


Date assessed

Run standard diagnostic tests

Tests equipment is functioning correctly

Undertakes virus scanning and corrective action

and procedures



System security

Virus protection

Licensing


2, 4, 5, 9, 10, 11, 12, 13, 14, 15, 16,

17

Ensures all equipment is switched off before working on it

Uses correct lifting procedures

Complies with weight limits

Uses correct ergonomic positioning

Uses equipment and tools correctly

Handles equipment safely




6 Researches a range of information sources

Identifies relevant technology change

Identifies benefits of technology

Identifies potential problems with new technology


Awareness of new trends and technologies

Risks with adopting new technologies

Licensing


7 Exhibits familiarity with the product and customisation

Demonstrates test plan followed correctly



System security



Unit and element

covered in task

Task No.


Date assessed

Virus protection

Licensing



8 Communicates effectively with clients

Selects appropriate application

Uses advanced features correctly




System security

Virus protection

Licensing



9 Communicates effectively with clients

Installs software correctly

Undertakes system testing

Uninstalls software correctly



System security

Virus protection

Licensing



10 Connects PCs to network correctly

Configures system correctly

Undertakes system testing





Unit and element

covered in task

Task No.


Date assessed


System security

Virus protection


11, 12 Creates user account and “strong” password correctly

Backs up hard drive correctly

Successfully restores data from backup




System security

Virus protection System security procedures

Effective backup procedures

Account management


10 Configures system correctly

Creates user permissions




System security

Virus protection

Network troubleshooting


10 Uses a logical approach to determine issues

Undertake diagnostic testing

Installs relevant patches/hot fixes



System security



Unit and element

covered in task

Task No.


Date assessed

Virus protection



10 Configures system correctly

Performs appropriate testing




System security

Virus protection

Licensing


13 Installs printer correctly

Tests printer

Checks properties of printer

Successfully navigates to driver location




System security

Virus protection

Vendor service agreements


14 Accesses BIOS correctly

Identifies hard drive

Installs 2nd hard drive correctly

Configures hard drive

Actively takes precautions to avoid damage to components

Uses tools in a safe a proper manner




System security

Virus protection



Unit and element

covered in task

Task No.


Date assessed

Accesses hard drive form operating system Vendor warranty


15 Undertakes maintenance procedures correctly

Uses tools in a safe a proper manner




System security

Virus protection


16,17 Assesses client needs appropriately

Develops macro to meet needs

Formats macro appropriately

Explains appropriate use of macro

Develops templates to meet needs

Formats templates appropriately

Explains appropriate use of template



System security

Virus protection


18, 20 Assesses client needs for webpage

Writes code for webpage correctly

Meets criteria outlined for completion of practical tasks

Webpage demonstrates all functional requirements e.g. hyperlinks etc

Identifies example webpage



System security

Virus protection

ICAB4169BUse development software and

19, 20 Selects appropriate tool

Uses web development tool to create website

Meets criteria outlined for completion of practical tasks





Unit and element

covered in task

Task No.


Date assessed

IT tools to build a basic website

Website demonstrates all functional requirements e.g. hyperlinks etc

Successfully tests in separate browsers

Identifies example websites

System security

Virus protection


21 Successful backup performed

Competent navigation of the database

Successful restore



System security

Virus protection



SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.

Editable Version


In undertaking RPL Assessment utilising this kit, assessors and participants may wish to visit the following sites for possible resources:

Resource Generator – www.resourcegenerator.gov.au Innovation & Business Skills Australia – www.ibsa.org.au

Editable Version

http://www.ibsa.org.au/

http://www.resourcegenerator.gov.au/


SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.

Editable Version


REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

Created user documents such as manuals

Installed operating systems and configured for optimal use

Provided client support and developed customer relationships, including remote support

Maintained computer hardware and internal components

Ran tests, monitored performance and conducted troubleshooting of hardware and software

Maintain awareness of new technology and migrated equipment to new technologies

Customised packaged software applications

Used advanced features of applications

Implemented system software changes

Installed and managed network protocols

Provide system and network administration and troubleshooting

Administered network peripherals

Developed macros and templates for clients using standard products

Developed websites using simple mark-up language and development software

Carried out database backup and recovery

Followed all workplace health and safety standards

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position

Editable Version


SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.

Editable Version


Elements Performance Criteria Questions Practical Tasks

ICAD3218B Create user documentation1. Determine

documentation standards and requirements

1.1 Determine documentation requirements 1, 3 1, GC

1.2 Investigate documentation and industry standards for requirements and determine appropriate application to user documentation 1, 3 1, GC

1.3 Design documentation templates using appropriate software and obtain approval from appropriate person 1, 3 1, GC

2. Produce user documentation

2.1 Conduct a review of the subject system, program, network or application in order to understand its functionality 1, 2, 3 1, GC

2.2 Gather existing technical, design or user specifications and supporting documentation 1, 2, 3 1, GC

2.3 Create user documentation based on template to record the operation of the subject system, program, network or application 1, 2, 3 1, GC

3. Review and obtain sign-off

3.1 Submit user documentation to target audience for review 2, 3 1, GC

3.2 Gather and analyse feedback 2, 3 1, GC

3.3 Make changes to user documentation 2, 3 1, GC

3.4 Submit user documentation to appropriate person for approval 2, 3 1, GC

ICAI3020B Install and optimise operating system software1. Determine function of

operating systems1.1 Identify and demonstrate understanding of the purposes of the operating system 4, 6 2a, GC

1.2 Distinguish between batch system, real-time system, multi-tasking system 4, 6 2a, GC

1.3 Identify and demonstrate understanding of the basic functions of operating system, including file system, memory management, process scheduling 4, 6 2a, GC

1.4 Identify and demonstrate management of virtual memory 4, 6 2a, GC

2. Obtain operating system

2.1 Contact operating system vendors to obtain technical specifications and system requirements 4, 6 GC

2.2 Document adjustment recommendations and provide to appropriate person 4, 6 GC

2.3 Determine and apply knowledge of licensing, hardware and security requirements 4, 6 GC

3. Install, configure and optimise operating system

3.1 Install, configure and test the operating system software in accordance with installation procedures and organisational requirements 4, 5, 6, 7 2a, 2b, GC

3.2 Optimise the system to meet organisational requirements 4, 5, 6, 7 2a, 2b, GC

3.3 Document the system according to organisational requirements 4, 5, 6, 7 2a, 2b, GC

3.4 Install the operating system with minimal disruption to client or users 4, 5, 6, 7 2a, 2b, GC

4. Provide instruction to 4.1 Provide one-to-one instruction about changes to the client or users as required 4, 5, 6 GC




meet new software requirements 4.2 Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism 5, 6 GC

ICAS3031B Provide advice to clients1. Analyse client support

issues1.1 Check for new problems logged by client 8, 9, 10, 11 3, GC

1.2 Check previous logs for similar problems or requests from client 8, 9, 10, 11 3, GC

1.3 Investigate and document the support issues affecting the client 8, 9, 10, 11 3, GC

1.4 Notify client of the results of investigation and provide advice and support on findings 8, 9, 10, 11 3, GC

1.5 Obtain client feedback and make changes 8, 9, 10, 11 3, GC

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client 8, 10, 11 3, GC

2.2 Investigate and document a solution 8, 10, 11 3, GC

2.3 Document additional requirements discovered in the investigation and refer them to the client 8, 10, 11 3, GC

2.4 Obtain approval from the client to implement the solution 8, 10, 11 3, GC

2.5 Investigate and document the amount of technical support the client may require 8, 10, 11 3, GC

2.6 Discuss and agree the level of technical support identified with the client 8, 10, 11 3, GC

2.7 Arrange a time with the client when support will take place 8, 10, 11 3, GC

2.8 Provide technical support as part of group or one-to-one instruction to the client 8, 10, 11 3, GC

2.9 Provide manuals and help documentation to the client 8, 10, 11 3, GC

3. Obtain client feedback 3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided 8, 10, 11 3, GC

3.2 Provide client with instructions on how to complete the form or use other means of providing feedback 8, 10, 11 3, GC

3.3 Distribute the evaluation or feedback to the client 8, 10, 11 3, GC

3.4 Review the feedback from the client to identify areas for improvement 8, 10, 11 3, GC

ICAS3234B Care for computer hardware1. Establish safe work

practices1.1 Determine, record and apply relevant legal requirements and OH&S standards to the installation and maintenance of computer

hardware 12 4, GC

1.2 Determine, record and apply requirements specified by hardware manufacturers 12 4, GC

1.3 Determine, record and apply safe work practices, taking into account legal and manufacturer requirements 12 4, GC




2. Establish location requirements for hardware and peripherals

2.1 Determine and apply suitable environmental conditions for hardware and peripherals 12, 13 4, GC

2.2 Determine and apply system protection devices 12, 13 4, GC

2.3 Determine and apply requirements when moving hardware 12, 13 4, GC

2.4 Determine and apply suitable storage principles for hardware and associated peripherals and media 12, 13 4, GC

3. Establish maintenance practices

3.1 Determine maintenance requirements specified by the equipment manufacturer 12, 14, 15 4, GC

3.2 Produce maintenance schedules, including removal of dust and grease build-up 12, 14, 15 4, GC

3.3 Perform diagnostic functions, including replacing suspect components with other serviceable components and reloading of associated software 12, 14, 15 4, GC

3.4 Determine whether unserviceable components are replaceable through warranty, replacement or upgrade 12, 14, 15 4, GC

3.5 Perform diagnostic functions using the operating system and third-party diagnostic tools 12, 14, 15 4, GC

4. Determine appropriate hardware quality standards

4.1 Consider and apply business requirements in respect of hardware matter 12, 13, 14, 15 4, GC

4.2 Determine and apply quality standards to the selection of appropriate hardware and associated peripherals 12, 13, 14, 15 4, GC

ICAT3025B Run standard diagnostic tests1. Operate system

diagnostics1.1 Run the system diagnostic program according to specification 16, 18 4,10e, GC

1.2 Modify the system configuration as indicated by the diagnostic program 16, 18 4, 10e, GC

1.3 Carry out preventative maintenance in line with organisational guidelines 16, 18 4, GC

2. Scan system for viruses

2.1 Scan the system to check and maintain virus protection 17, 18 4, 5, GC

2.2 Report identified viruses to an appropriate person 17, 18 4, 5, GC

2.3 Remove virus infections found by the scan using software tools and/or procedures or by restoring back-ups 17, 18 4, 5, GC

2.4 Document relevant symptom and removal information 17, 18 4, 5, GC

ICAU3004B Apply occupational health and safety procedures1. Determine OH&S

issues relating to immediate work environment

1.1 Identify person responsible for OH&S standards in the subject workplace 19 GC

1.2 Identify OH&S standards that apply to the workplace 19 GC

1.3 Review and assess workplace according to OH&S standards and record findings 19 GC

1.4 Report issues or problems with the workplace to the appropriate person 19 GC

2. Document and 2.1 Determine and document the OH&S standards impact upon the subject workplace 20 GC




disseminate OH&S requirements

2.2 Submit documentation to appropriate person for verification 20 GC

2.3 Update or reissue OH&S documents relating to IT as required 20 GC

3. Provide basic ergonomic advice

3.1 Assess basic ergonomic requirements of people in the workplace 21 GC

3.2 Document the ergonomic advice for client based on vendor requirements, workplace policies and OH&S standards 21 GC

3.3 Submit advice to the appropriate person for verification 21 GC

ICAU3019B Migrate to new technology1. Apply existing

knowledge and techniques to technology and transfer

1.1 Identify situations where existing knowledge can be used as the basis for developing new skills 22, 24 6, GC

1.2 Acquire and use new or upgraded technology skills to enhance learning 22, 24 6, GC

1.3 Identify, classify and use new or upgraded equipment where appropriate, for the benefit of the organisation 22, 24 6, GC

2. Apply functions of technology to assist in solving organisational problems

2.1 Conduct testing of new or upgraded equipment 23, 24 4, 7, GC

2.2 Apply features of new or upgraded equipment and software within the organisation 23, 24 4, 7, GC

2.3 Use features and functions of new or upgraded equipment 23, 24 4, 7, GC

2.4 Access and use sources of information relating to new or upgraded equipment 23, 24 4, 7, GC

3. Evaluate new or upgraded technology performance

3.1 Evaluate new or upgraded equipment for performance, usability and against OH&S standards 24 GC

3.2 Determine environmental considerations from new or upgraded equipment 24 GC

3.3 Seek feedback from users, where appropriate 2, 24 2, GC

ICAU3028B Customise packaged software applications for clients1. Analyse customisation

requirements1.1 Determine client requirements and document these in a requirements specification file in line with organisational requirements 25, 26 7, GC

1.2 Confirm that the projected specifications meet client requirements 25, 26 7, GC

1.3 Determine the required level of documentation necessary to meet client requirements 25, 26 7, GC

2. Develop customisation 2.1 Design software applications, taking into account system limitations and client needs 25, 26, 27 7, GC

2.2 Customise software applications using simple programming constructs, conforming to organisational requirements 25, 26, 27 7, GC

2.3 Have the client test the customised software applications and obtain feedback from the client 25, 26, 27 7, GC

2.4 Make further changes to software applications to meet client requirements 25, 26, 27 7, GC

2.5 Document the changes 25, 26, 27 7, GC




3. Provide support for customised application

3.1 Produce documentation for client 25, 26, 27 7, GC

3.2 Produce help desk documentation for ongoing support 25, 26, 27 7, GC

3.3 Obtain client evaluation and feedback to ensure that their requirements have been met 25, 26, 27 7, GC

ICAU3126B Use advanced features of computer applications1. Manipulate data 1.1 Employ advanced features of applications in the preparation and presentation of data 28, 29 8, GC

1.2 Efficiently transfer data between applications, linking and embedding related data files as required 28, 29 8, GC

1.3 Create and employ objects, macros and templates for routine activities 28, 29 8, GC

1.4 Use shortcuts and features to increase personal productivity 28, 29 8, GC

2. Access and use support resources

2.1 Solve routine problems using support resources 30 GC

2.2 Use on-line help to overcome difficulties with applications 30 GC

2.3 Solve problems with manuals and training booklets 30 GC

2.4 Access and apply technical support for system problems, utilising troubleshooting results and alert messages 30 8, GC

ICAI3110B Implement system software changes1. Determine system

changes required1.1 Determine and record the required changes to system 31, 32, 33 9, GC

1.2 Ensure that documentary evidence exists to support changes and evaluate changes required 31, 32, 33 9, GC

1.3 Complete all documentation required in accordance with maintenance methodologies 31, 32, 33 9, GC

1.4 Clarify and confirm the nature of the changes with the client 31, 32, 33 9, GC

1.5 Obtain technical data from reliable sources and request other resources that may be required to complete the changes 31, 32, 33 9, GC

2. Carry out system changes

2.1 Plan the procedure to effect intended changes 31, 32, 33 9, GC

2.2 Confer with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation 31, 32, 33 9, GC

2.3 Copy initialisation or configuration files prior to implementation 31, 32, 33 9, GC

2.4 Create a roll-back path in the event of failure 31, 32, 33 9, GC

2.5 Ensure that changes required in software are made according to project or organisational guidelines 31, 32, 33 9, GC

2.6 Test and verify that the changes have been made according to implementation guides and organisational standards 31, 32, 33 9, GC

3. Present changes to 3.1 Demonstrate changes to the client and explain the impact of these changes 32, 33, 34 9, GC




client 3.2 Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required 32, 33, 34 9, GC

3.3 Update documentation and repositories in accordance with standards and update modifications made to the change management system 32, 33, 34 9, GC

4. Perform handover to client’s operational

4.1 Update documentation and client procedures to reflect changes made 32, 33, 34 9, GC

4.2 Secure sign off of acceptance documents by client 32, 33, 34 9, GC

4.3 Facilitate handover of modified system to client’s operational area 32, 33, 34 9, GC

ICAI3101B Install and manage network protocols1. Install and manage

network protocols1.1 Select, test and validate appropriate network protocol services 35, 36, 37, 38 10, GC

1.2 Design a network addressing system, with subnet and host IDs, including appropriate devices 35, 36, 37, 38 10, GC

1.3 Configure hosts and workstations to use IP addresses either manually or through automatic allocation of addresses, such as found with dynamic host configuration protocol (DHCP) 35, 36, 37, 38 10, GC

2. Identify network protocol applications

2.1 Identify a range of well-known network protocol applications 35, 36, 37, 38 10, GC

2.2 Evaluate client user requirement and recommend network protocol services 35, 36, 37, 38 10, GC

2.3 Apply IP addressing scheme according to approved polices and procedures 35, 36, 37, 38 10, GC

ICAS3024B Provide basic system administration1. Record security access 1.1 Obtain client access requirements and clearance levels according to organisational requirements 39, 41, 42 11, GC

1.2 Issue computer or network user account and password details to client 39, 41, 42 11, GC

1.3 Provide security documentation and access to client 39, 42 11, GC

1.4 Record user account and security access details to maintain system integrity and assist later auditing 39, 41, 42 11, GC

2. Record software licences

2.1 Determine what licensed software is used within the organisation 60 GC

2.2 Maintain records of licence number and location 60 GC

2.3 Check personal computers and network for illegal software 60 GC

2.4 Report illegal software to appropriate person 60 GC

3. Carry out system back-up

3.1 Create or review organisational back-up schedule 40, 77, 78 12, GC

3.2 Complete file back-ups according to the schedule 40, 77, 78 12, GC

3.3 Label and store back-ups according to organisational requirements 40, 77, 78 12, GC

3.4 Maintain records of back-ups 40, 77, 78 12, GC




4. Restore system back-up

4.1 Determine and test restore procedures according to organisational guidelines 40 12, GC

4.2 Complete a restore under supervision of an appropriate person 40 12, GC

4.3 Record completed restore according to organisational guidelines 40 12, GC

5. Apply security access controls

5.1 Document security access as per clearance guidelines set by management 41, 42 GC

5.2 Maintain a security access register in line with organisational guidelines to record which client or groups have access to which resources 41, 42 GC

5.3 Identify the security controls on the file system provided by the operating system 41, 42 GC

5.4 Apply effective access control on files and directories 41, 42 GC

ICAS3032B Provide network systems administration1. Provide client access

and security1.1 Provide log-ons, passwords and applications file access to users and prepare documentation in line with organisational

requirements 39, 41, 42 10, GC

1.2 Evaluate records of user accounts to determine access privileges and usage 39, 41, 42 10, GC

1.3 Take necessary action to ensure maintenance of system integrity and security 39, 41, 42 10, GC

2. Input into and disseminate disaster recovery plan

2.1 Provide input for the organisation’s disaster recovery plan 43 GC

2.2 Disseminate disaster recovery plan to user as required 43 GC

3. Monitor network performance

3.1 Perform diagnostic tests associated with administering the network or system 16, 18, 44, 45 4, 10, GC

3.2 Analyse and respond to diagnostic information 16, 44, 45 4, 10, GC

3.3 Monitor software usage including inappropriate or illegal use 44, 45 10, GC

3.4 Delete illegal software from the system 44, 45 10, GC

3.5 Monitor hardware response time and other performance indicators 44, 45 10, GC

3.6 Determine and action methods for improving network and systems efficiency according to organisational guidelines 44, 45 10, GC

ICAS3034B Determine and action network problems1. Determine client

requirements and ascertain if problem exists

1.1 Log calls from help desk support staff 9, 11, 46 3, 10, GC

1.2 Determine and document problem based on client requirements 9, 11, 46 3, 10, GC

2. Determine whether problem is covered by policy

2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements 9, 46 10, GC

2.2 Provide assistance in accordance with organisational guidelines 46 3, 10, GC




3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem 44, 45, 46, 47 10, GC

3.2 Complete maintenance in line with organisational guidelines 44, 45, 46, 47 10, GC

3.3 Obtain new components as part of the resolution, where necessary 44, 45, 46, 47 10, GC

3.4 Store or dispose of components in accordance with organisational guidelines and environmental guidelines 44, 45, 46, 47 10, GC

4. Prepare maintenance report and verify solution

4.1 Prepare maintenance report in line with organisational guidelines and support agreements 9, 10, 46 10, GC

4.2 Escalate maintenance requirements to appropriate area, as required 9, 10, 46 10, GC

4.3 Follow up with the client to determine solution success and close the report 46, 81, 82 10, GC

ICAS3120B Configure and administer a network operating system1. Review network

policies1.1 Review organisational policies for network use and administration arrangements 48, 50 10, GC

1.2 Identify network administration tools both built into the network operating system and third-party tools that can be used to enforce organisational polices 48, 50 10, GC

1.3 Determine and document settings and parameters that should be used in order to meet policies and procedures 48, 50 10, GC

1.4 Make necessary recommendations to appropriate person for ways of overcoming weaknesses in administration tools 48, 50 10, GC

2. Create an interface with existing system

2.1 Identify and document the current system and components and configuration through audits of hardware and software 48, 50 10, GC

2.2 Identify and map system interaction by identifying what data is required by particular users and how often the data is accessed 48, 50 10, GC

2.3 Examine existing applications and plan required upgrades/reconfigurations to new system or applications 48, 50 10, GC

2.4 Test reconfiguration for successful interface with existing system 48, 50 10, GC

3. Set up and manage the network file system

3.1 Evaluate the network requirements of the user and design an appropriate file and folder structure 48, 49, 50 10, GC

3.2 Create the designed file and folder structure using appropriate administration and system tools 48, 49, 50 10, GC

3.3 Set the security, access and sharing of file system to meet user requirements 48, 49, 50 4, 5, 10, GC

3.4 Identify and implement the virus protection requirements for the network in line with organisational procedures 48, 49, 50 4, 5, 10, GC

3.5 Test the file system to ensure that appropriate access is available to the user groups 48, 49, 50 10, GC

3.6 Document the created file system in accordance with organisational standards 48, 49, 50 10, GC

4. Manage user services 4.1 Evaluate the network requirements of the user and design an appropriate set of services that should be provided 48, 49, 51 10, GC

4.2 Implement the services required by using the appropriate administration and system tools 48, 49, 51 10, GC

4.3 Create users and groups as required to facilitate user security and network access in accordance with user authorisation 48, 49, 51 10, GC




4.4 Test successful access by users to authorised network data and resources and record outcomes 48, 49, 51 10, GC

5. Monitor user accounts 5.1 Modify default user settings to ensure that they match security policies 49, 50, 51 10, GC

5.2 Modify existing user settings for non-compliant security according to security and access policies 49, 50, 51 10, GC

5.3 Check that appropriate legal notices at log on are displayed 49, 50, 51 10, GC

5.4 Use appropriate utilities to check strength of passwords 49, 50, 51 10, GC

5.5 Review procedures and take action to ensure that users who leave the organisation or area have their accounts disabled or deleted 49, 50, 51 10, GC

5.6 Use information services to identify well-known and up-to-date security gaps and secure these with appropriate hardware and software 49, 50, 51 10, GC

6. Provide and support back-up security

6.1 Scan and, if required, clean the network of viruses before back-up 17, 48, 50 10, GC

6.2 Review security requirements for users and data to be stored on network 18, 48, 50 10, GC

6.3 Determine risks to which data is exposed and provide appropriate prevention and recovery processes 48, 50 10, GC

6.4 Implement systems to provide back-up and service restoration capability in the event of a disaster 43, 48, 50, 75, 77, 78 10, GC

6.5 Document and disseminate the disaster recovery procedures 43, 48, 50 10, GC

ICAS3121B Administer network peripherals1. Install peripherals to a

network1.1 Plan the location of peripherals to provide appropriate services to users and to take into consideration OH&S standards 52, 53, 54 13, GC

1.2 Connect peripherals to network, using vendor-approved method and technology 52, 53, 54 13, GC

1.3 Connect peripherals to computers in the network using parallel, serial or other direct connection methods 52, 53, 54 13, GC

1.4 Add peripheral accessories or upgrades to printer such as memory or high-volume paper trays 52, 53, 54 13, GC

1.5 Test peripherals for correct operation 52, 53, 54 13, GC

2. Configure peripheral services to manage peripherals

2.1 Install software required to manage local and network-connected peripherals 52, 53, 54 13, GC

2.2 Use meaningful names for peripherals and control queues 52, 53, 54 13, GC

2.3 Configure security and access to allow appropriate users to make use of peripherals 52, 53, 54 13, GC

2.4 Configure workstation for peripherals to allow applications to work with peripherals 52, 53, 54 13, GC

3. Administer and support peripheral services

3.1 Assign priority to control queues 52, 54 13, GC

3.2 Use peripheral management software supplied as part of the network operating system or by third parties 52, 54 13, GC




3.3 Create templates for use on the network 52, 54 13, GC

3.4 Configure settings on the network to create maintenance schedules, usage logs, and cost centre usage statistics 52, 54 13, GC

3.5 Demonstrate to the user the methods for using peripheral services from their application or workstation 52, 54 13, GC

4. Maintain peripherals and fix common problems

4.1 Establish and follow a regular maintenance schedule as recommended by peripheral manufacturer 52, 54 13, GC

4.2 Replace consumables and components when required 52, 54 13, GC

4.3 Fix peripheral mishaps and malfunctions 52, 54 13, GC

4.4 Monitor peripheral usage and traffic and recommend additional peripherals if needed 52, 54 13, GC

4.5 Determine failures of peripheral services or devices and rectify as required 52, 54 13, GC

ICAI3021B Connect internal hardware components1. Determine new

components required1.1 Identify and clarify user component requirements according to organisation guidelines 55, 56, 57 GC

1.2 Organise and record user component requirements, pass onto appropriate person for evaluation and vendor selection 55, 56, 57 GC

2. Obtain components 2.1 Contact vendors to obtain technical specifications for the proposed components 56, 57, 58 GC

2.2 Assess the options and provide recommendations to the appropriate person for final analysis 56, 57, 58 GC

2.3 Obtain components in preparation for installation 56, 57, 58 GC

3. Install components 3.1 Develop plans, with prioritised tasks and contingency arrangements, for the installation of selected components with minimum disruption to clients 57 14, GC

3.2 Liaise with appropriate person to obtain approval for the plans 57 14, GC

3.3 Install and configure components according to plan, in accordance with installation procedures and organisational requirements 57 14, GC

3.4 Test components for error-free performance, utilising available technology 57 14, GC

3.5 Identify and resolve identified problems 57 14, GC

3.6 Test and enhance system performance, using knowledge of the system, to meet organisational benchmarks 57 14, GC

3.7 Document the installation and configuration process according to organisation guidelines 57 14, GC

4. Provide instruction on use of modified system 4.1 Undertake one-to-one instruction on use of modified system with client or user in a manner that is appropriate to the audience 57 14, GC

5. Evaluate modified system

5.1 Collect client or user feedback and analyse against client requirements 57, 63 14, GC

5.2 Correct identified shortcomings in the system and record actions 57, 63 14, GC





1. Determine and undertake required equipment maintenance

1.1 Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally 59 15, GC

1.2 Organise and undertake internal maintenance, as specified in the maintenance procedures 59 15, GC

1.3 Report problems promptly to appropriate person 59 15, GC

2. Diagnose and repair faults

2.1 Assess an existing problem situation and identify the main problem area 59, 61 15, GC

2.2 Test the suspected faulty equipment or software for possible failures or performance degradation, utilising available technology 59, 61 15, GC

2.3 Organise and analyse the test results 59, 61 15, GC

2.4 Review and analyse historical fault data for information of relevance to existing faults 59, 61 15, GC

2.5 Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum disruption to client 59, 61 15, GC

2.6 Liaise with appropriate person to obtain approval for the plans 59, 61 15, GC

2.7 Obtain necessary components and repair the equipment or software in a timely, organised manner, following OH&S standards 59, 61 15, GC

3. Update documentation and make recommendations for future maintenance

3.1 Record maintenance and fault data and equipment modifications, in accordance with organisational standards 59, 60, 61 15, GC

3.2 Identify and report instances where preventative measures are needed 59, 60, 61 15, GC

3.3 Review and update maintenance and fault data and report outcomes periodically to appropriate person 59, 60, 61 15, GC

ICTCC330A Manage customer relationship1. Contribute to the

meeting of customer needs

1.1 Contribute to the dimensioning of customer needs 62, 64 3, GC

1.2 Apply enterprise policy when providing customer service 62, 64 3, GC

1.3 Apply enterprise priorities in customer dealings 62, 64 3, GC

1.4 Discuss problems encountered in meeting customer needs with team members 62, 64 3, GC

1.5 Refer or escalate customer inquiries where needs cannot be satisfied 62, 64 3, GC

1.6 Identify inconsistencies between enterprise policy and customer needs 62, 64 3, GC

1.7 Make recommendations for improvement of service to customers 62, 64 3, GC

2. Obtain feedback from customers

2.1 Seek and encourage feedback from customers 63, 64 3, GC

2.2 Conduct customer satisfaction surveys 63, 64 3, GC

2.3 Gather and collate customer feedback data systematically 63, 64 3, GC

2.4 Report customer feedback to appropriate staff 63, 64 3, GC




3. Use customer feedback to enhance customer relationships

3.1 Measure customer satisfaction data against previous results 63, 64 3, GC

3.2 Analyse customer feedback data against enterprise performance data 63, 64 3, GC

3.3 Provide recommendations for improvement of customer relationships 63, 64 3, GC

3.4 Implement measures to improve customer relationships 63, 64 3, GC

ICAB3018B Develop macros and templates for clients using standard products1. Determine macro or

template requirement1.1 Determine client requirements, ensuring they are in line with organisational guidelines 65, 66, 67 16, 17, GC

1.2 Develop macro or template specification 67 16, 17, GC

1.3 Confirm that macro or template specification meets the clients needs and operational guidelines 66 16, 17, GC

1.4 Determine documentation requirements 65 16, 17, GC

2. Develop macro or template for client

2.1 Develop macro or template to specification using industry-recognised software applications 65 16, 17, GC

2.2 Demonstrate macro or template to client and obtain feedback 66 16, 17, GC

2.3 Amend macro or template, as required by client 65, 67 16, GC

2.4 Update macro or template specification 65, 67 16, GC

3. Provide client support for macro or template

3.1 Document support and instruction requirements 67 17, GC

3.2 Provide documentation to client help desk for future support 67 17, GC

ICAB4135B Create a simple mark-up language document to specification1. Analyse specification 1.1 Determine the uses and audience of the document 68 18, GC

1.2 Determine the appropriate mark-up language based on the document uses and audience 68 18, GC

1.3 Determine relevant document structure 68 18, GC

1.4 Determine appropriate browser-safe colours 68 18, GC

2. Create document structure to specification

2.1 Create and assign the basic elements of the document, taking into account accessibility 69, 70 18, 20, GC

2.2 Add content text to the body of the document 69, 70 18, 20, GC

2.3 Save document using a descriptive name and an appropriate extension 69, 70 18, 20, GC

3. Format document to specification

3.1 Apply a suitable format for the text 70 18, 20, GC

3.2 Apply a suitable background colour 70 18, 20, GC




3.3 Apply suitable positional elements 70 18, 20, GC

3.4 Create lists 70 18, 20, GC

4. Create tables, hyperlinks and graphics

4.1 Create tables 70 18, 20, GC

4.2 Create hyperlinks, anchors and image maps for internal and external navigation 70 18, 20, GC

4.3 Define the colours for unvisited, visited and active links 70 18, 20, GC

4.4 Create hyperlinks for sending email 70 18, 20, GC

4.5 Attach images in a suitable format 70 18, 20, GC

5. Validate documents 5.1 Validate mark-up language document against specifications and record outcomes 71 18, 20, GC

5.2 Validate mark-up language document in different browsers for compatibility and record outcomes 71 18, 20, GC

ICAB4169B Use development software and IT tools to build a basic website1. Select and analyse

website structure and development tools

1.1 Analyse business specification and select appropriate software 72, 73 19, GC

1.2 Identify technical needs for the website and select appropriate software tools 72, 73 19, GC

1.3 Identify site structure and navigation flow and demonstrate understanding of functionality 72, 73 19, GC

1.4 Review design documentation and integrate design work with site structure and navigation, in accordance with web development standards 72, 73 19, GC

2. Begin site construction 2.1 Take action to ensure user input during website construction 73 19, 20, GC

2.2 Validate existing information and basic content when incorporating data on website 73 19, 20, GC

2.3 Apply consistent design specifications to all aspects of the website 73 19, 20, GC

2.4 Gather feedback from user on web design, content, accessibility and structure, using appropriate feedback mechanism 73 19, 20, GC

3. Complete and validate website construction and content

3.1 Undertake an evaluation of the website against technical requirements and design specification 73, 74 19, 20, GC

3.2 Test each function and process of the website 73, 74 19, 20, GC

3.3 Conduct navigation tests and HTML compliance with website standards 73, 74 19, 20, GC

3.4 Stress test the website to meet design criteria and user load 73, 74 19, 20, GC

3.5 Record testing results to ensure website meets user requirements 73, 74 19, 20, GC

3.6 Obtain sign-off/approval of user 73, 74 19, 20, GC





1. Review database architecture

1.1 Identify the architecture of a database file system and consequently, determine the most appropriate methods for back-up and recovery 75 21, GC

1.2 Identify and examine risks and failure scenarios that are likely or possible 21, GC

2. Determine back-up methods appropriate to database requirements

2.1 Evaluate a range of back-up and restoration methods based on organisational and security standards and on the assessment of likely or possible failure scenarios 76, 77 21, GC

2.2 Complete full off-line back-ups according to organisational and security standards and with minimal down time 76, 77 21, GC

2.3 Complete on-line file back-ups as determined by organisational and security standards and with minimal down time 76, 77 21, GC

2.4 Employ disk mirroring and redundant array of inexpensive disks (RAID) hard disk configurations to keep copies of files 76, 77 21, GC

2.5 Arrange off-site copies of back-up files 76, 77 21, GC

3. Establish recovery points and disaster recovery procedures

3.1 Determine database recovery points based on the back-up arrangements according to organisational guidelines 76, 77, 78 21, GC

3.2 Test the restore process in order to ensure that the database can be restored to a given recovery point, with minimal down time 76, 77, 78 21, GC

3.3 Complete the restoration of the database to the point of failure, without loss of committed transactions 76, 77, 78 21, GC

4. Create and deploy standby database

4.1 Create or set up a standby database to meet organisational guidelines 77, 78 21, GC

4.2 Implement standby database to support critical business functions 77, 78 21, GC

4.3 Prepare documentation for standby database 77, 78 21, GC

ICAS4134B Provide first-level remote help desk support1. Determine the user

support issue1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user

support services 79, 80 3, GC

1.2 Clarify the user support difficulty with client, using active listening and questioning techniques where possible 79, 80 3, GC

1.3 Confirm the nature of the user support difficulty with client, using technical language that is understandable by the client 79, 80 3, GC

2. Identify the hardware or software being used by the customer/client

2.1 Identify the software, hardware or application, being used by the client 79, 80 3, GC

2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques 79, 80 3, GC

2.3 Step the client back to the beginning of the process using plain English 79, 80 3, GC

2.4 Walk the client through the process in a clear and logical manner 79, 80 3, GC

3. Confirm resolution of user support issue

3.1 Determine, describe and eliminate factors that may have created the user support issue or that may permit it to recur 80, 81, 82 3, GC

3.2 Walk’/talk the client successfully through a complete recovery and resolution process for the issue 80, 81, 82 3, GC

3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs 80, 81, 82 3, GC




3.4 Offer the client the next level escalation of the process if a resolution is not possible under current circumstances, and explain costs involved 80, 81, 82 3, GC

4. Maintain communication link

4.1 Confirm resolution of difficulty with client in accordance with client service policy 80, 81, 82 3, GC

4.2 Confirm client satisfaction with the current service in accordance with client service policy 80, 81, 82 3, GC

4.3 Inform client of additional support or services available, in accordance with the organisation’s client service policy 80, 81, 82 3, GC

4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation’s sales promotion requirements 80, 81, 82 3, GC

4.5 Complete the client contact records in accordance with the client service requirements 80, 81, 82 3, GC
