Os Yy

Federal Democratic Republic of Ethiopia
OCCUPATIONAL STANDARD
HARDWARE AND NETWORK

SERVICING
NTQF Level I-V
Ministry of Education
Dec. 2021
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the policies
and strategies of the Ethiopian Government, technology transformation – by using
international standards and international best practices as the basis, and, adopting,
adapting and verifying them in the Ethiopian context – is a pivotal element. TVET is
given an important role with regard to technology transfer. The new paradigm in the
outcome-based TVET system is the orientation at the current and anticipated future
demand of the economy and the labor market.
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF). They are national Ethiopia standards, which
define the occupational requirements and expected outcome related to a specific
occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
A Unit of Competence describes a distinct work activity. It is documented in a standard

format that comprises:
 Occupational title and NTQF level
 Unit code
 Unit title
 Unit descriptor
 Elements and Performance criteria
 Variables and Range statement
 Evidence guides
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
 chart with an overview of all Units of Competence for the respective level including
the Unit Codes and the Unit Titles
 contents of each Unit of Competence (competence standard)
 occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standard and for the individual, a career path
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Hardware and Network Servicing Version 4
Page 2 of 189 Education
Ethiopian Occupational Standard December 2021
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Occupational Standard: Hardware and Network Servicing
Occupational Code: EIS HNS
NTQF Level V
EIS HNS5 01 1221 EIS HNS5 02 1221 EIS HNS5 03 1221
Research and Review Prepare Disaster Assist with Policy
Hardware Technology Recovery and Development for Client
Options for Contingency Plan Support
Organizations

Establish and Maintain Match IT Needs with Install, Configure and
Client User Liaison the Strategic Direction Test Router
of the Enterprise
EIS HNS5 08 1221

EIS HNS5 07 1221
Plan and Monitor the
Install and manage
System Pilot
complex ICT networks
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NTQF Level IV

Provide Network System Develop System Build Internet
Administration Infrastructure Design Infrastructure
Plan

Build a small wireless Manage network security Determine
LAN Maintenance Strategy
EIS HNS4 07 1221

Conduct / Facilitate User
Training
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NTQF Level III

Determine Best-Fit Install and Manage Configure and
Topology Network Protocols Administer Server

Monitor and Administer Identify and Resolve Provide First Level
System and Network Remote Help Desk
Network Problems Support
Security
EIS HNS3 07 1221

Create Technical
Documentation
`
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NTQF Level II

Operate Database Install and Optimise Administrate Network
Application Operating System and Hardware
Software Peripherals

Implement Maintenance Maintain Equipment Connect Internal
Procedures and Consumables Hardware components

Apply Problem Solving Care for Network and Update and Document
Techniques to Routine Computer Hardware Operational Procedures
Malfunction
EIS HNS2 10 1221 EIS HNS2 11 1221

Record Client Support Prevent and Eliminate
Requirements MUDA
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NTQF Level I

Connect Hardware Operate Personal Protect Application or
Peripherals Computer System Software
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NQTF Level V
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Occupational Standard: Hardware and Network Servicing Level V
Research and Review Hardware Technology Options for
Unit Title
Organizations
Unit Code EIS HNS5 01 1221
Unit Descriptor This unit defines the competency required to apply research
skills in conjunction with reviewing hardware solutions, as part of
an analysis of emerging technology.
Elements Performance Criteria
1. Research 1.1 Organizational needs and selection criteria is established

vendors, 1.2 Suitable suppliers and vendors are determined.
suppliers and
IT industry 1.3 Source information from suppliers and vendors
specialists
2. Evaluate and 2.1 Hardware is reviewed and tested against organizational
report on requirements.
options 2.2 Findings are report to appropriate person according to their
suitability for organizational requirements
2.3 Information in a report is documented and submitted to
appropriate person.
Variable Range
Hardware May include but not limited to:
 Workstations
 personal computers
 modems
And other connectivity devices
 networks,
 DSL modems
 remote sites and
 servers
Appropriate May include but not limited to:

person  supervisor
 teacher
 authorized business representative or client
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Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence  the ability to apply technical knowledge in the preliminary
analysis of emerging technology according to
organizational requirements or practices
 Ability to convey and access conceptual information
regarding emerging technology in relation to organizational
needs.
Underpinning Demonstrates knowledge of:
Knowledge and  Current industry and technology information sources (e.g.
Attitudes vendor seminars, expert email groups, etc, as mentioned
above)
 Current business practices in relation to preparing reports
 Components of the business planning process relevant to
the development of IT business solutions
 Current industry-accepted hardware and software
products, including broad knowledge of general features
and capabilities, with particular reference to emerging
trends and product design
 Broad knowledge of vendor product directions such as
self-configuring ADSL or cable modem-router-switch for
the Small Office Home Office (SOHO) market
 General knowledge of the client business needs, with a
view to expanding into new possibilities, as presented by
new technology
 Basic knowledge of quality assurance practices, to
promote reliable investigation processes
 Basic knowledge of information gathering techniques
 Industry networks
 Key individuals and organizations within the IT industry
Underpinning Demonstrates skills to:
Skills  Solving unknown problems in a range of contexts,
particularly in developing new approaches with new
technology (this includes problem solving skills for
resolving unpredictable problems, with reference to the
new technology)
 Basic planning skills in relation to scope, time, cost,
quality, communications and risk management
 Participating in the development of reports and summary
findings Plain English literacy and communication skills in
relation to analysis, evaluation and presentation of
information, such as when presenting the results of testing
new technology and proposing new potential directions as
a result of this
 Teamwork skills, involving the contribution to solutions and
goals of a non-routine or developmental process, such as
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investigating new technology for new roles in the
workplace
 Group facilitation and presentation skills in relation to
transferring and collecting information and gaining
consensus on concepts and new proposals
 Communication skills to convey complex and abstract
concepts and information
Resources To demonstrate competency in this unit the learner will require
Implication access to:
 Internet
 Journals of industry/professional associations
Methods of Competency may be assessed through:
Assessment  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
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Unit Title Prepare Disaster Recovery and Contingency Plan
Unit Descriptor This unit defines the competency required to analyse the impact
of the system on the organisation and carry out risk analysis,
disaster recovery and contingency planning for the project.
1. Evaluate impact 1.1 Business-critical functions and the security environment is

of system on Identify from documentation and from discussion with
business business area and project team.
continuity 1.2 Critical data and software is identified from documentation
1.3 Potential impacts of business risk and threats on IT
systems are assessed.
1.4 Statutory requirements, commercial requirements and
contingency possibilities are Identified and evaluated
according to specifications and cost constraints
2. Evaluate 2.1 Threats to the system are identified with consideration of
threats to security analysis and internal and external business
system environment.
2.2 Risk minimisation alternatives are evaluated against
specifications and cost constraints.
3. Formulate 3.1 Prevention and recovery options are evaluated to support

prevention and critical business functions against business specifications
recovery and cost constraints
strategy 3.2 Current operational procedures are reviewed to ensure
adequate risk safeguards and contingency plan are in
place
3.3 Disaster recovery and prevention strategy is submitted to
appropriate person for approval
4. Develop 4.1 Resources required for disaster recovery are identified and
disaster documented according to specifications and cost constraints
recovery plan 4.2 Processes required for disaster strategy are identified and
to support documented according to project standards
strategy
4.3 Cut-over criteria are identified before initiating disaster plan.
4.4 Disaster recovery plan is documented and submit to
appropriate person for review and sign-off.
Variable Range
Business-critical May include but are not limited to
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functions  financial systems
 customer service functions
 payroll
Documentation May follow
 ISO/IEC/AS standards
 audit trails
 naming standards
 version control
 project management templates and report writing
 maintaining equipment inventory
 client training and satisfaction reports
Project team May include:
 Solution developers and business clients working together
 Individual business analysts
 A number of third-party solution developers working together
 A number of different businesses working in partnership
Software May include but is not limited to

 commercial
 in-house
 packaged or customised software
Specifications May include but is not limited to
 technical requirements
 user problem statement
 current system functionality
Constraints May include but is not limited to
 time
 budget
 resource
 hardware, software
 policy and legal constraints
System May include but is not limited to
 databases
 applications
 servers
 operating systems
 gateways
 application service provider and ISP
Appropriate May include a
 teacher
 authorised business representative or client
Threats May include:
 Weather (storms, earthquake)
 Security
 Information technology failure (hardware, software)
 Accident
 Espionage
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 Sabotage (hackers)
 Telecommunications network failure
 Denial of service
 Virus attack
Supplementary questioning of the client may be used during the
assessment
phase, where necessary, to ensure that all issues relating to
threats to the system are considered and appropriate choices
made given the need to prevent, limit, recover, respond and
recover from disasters
Back-up strategy May include
 hot standby site
 warm standby site
 cold standby site
 mobile van
 supplier
 bureau
 contacts through user group
 third parties
Contingency The contingency plan will vary in format and content detail, but
plans will typically:
 Identify weaknesses and provide for the implementation of a
disaster
prevention program
 Minimise disruption to business operations
 Provide a coordinated approach to the disaster recovery
process
Statutory May include
requirements  legislation (e.g. Privacy Act)
 industry-imposed controls and standards. In certain
organisations (e.g. health and banking), there may be strict
laws regarding confidentiality and reporting of data
Security May Includes
environment  legislation
 organisational security policies
 customs
 expertise and knowledge that are, or may be, relevant
The security environment also includes the threats to security
that are, or are held to be, present in the environment
Cut-over criteria May include:
 Estimate of time before system is operational
 Estimate of business impact
 Authorisations to cut-over
 Actual system down time
 Refresher of cut-over plan
Commercial May include but not limited to:
requirements  Back-up
 Storage and recovery of data
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 Access to internal network
 Passwords/logons
 Encryption
 Firewalls
 Hacking
 Confidentiality
 Integrity
 Availability
Standards May include
 ISO/IEC/AS standards
 organisational standards
 project standards
Evidence Guide
Competence  Evaluated impact of system on business continuity
 Evaluated threats to system
 Formulated prevention and recovery strategy
 Developed disaster recovery plan to support strategy
Knowledge and  Broad knowledge of basic engineering (e.g. when evaluating
Attitudes threats)
 Broad knowledge of fire/safety knowledge (e.g. when
formulating prevention and recovery strategy)
 Detailed knowledge of back-up methodologies (e.g. when
formulating prevention and recovery strategy)
 Broad knowledge of systems engineering (e.g. when
evaluating threats)
 Specific components of the business planning process
relevant to the development of IT business solutions (e.g.
when evaluating impact of system on business continuity)
 Broad knowledge of the client business domain (e.g. when
evaluating impact of system on business continuity)
 Detailed knowledge of the system’s current functionality (e.g.
when evaluating impact of system on business continuity)
Skills  Logistic management skills for identified resources and
procedures skills (e.g. when IT hardware, software and
resources required for disaster recovery are identified and
documented according to project specifications and cost
constraints)
 Negotiation skills in relation to self and other team members
and applied to a defined range of predictable problems (e.g.
when business-critical functions are identified from project
documentation and discussion with client business area and
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project team)
 Project planning skills in relation to scope, time, cost, quality,
communications, risk analysis and management (e.g. when
business-critical functions are identified from project
documentation and discussion with client business area and
project team, and when contingency possibilities are
identified and evaluated according to project specifications
and cost constraints)
 Research skills for specifying, analysing and evaluating broad
features of a particular business domain and best practice in
system development (e.g. when threats to the system are
identified, taking into consideration security analysis and
internal and external business environment)
 Facilitation and presentation skills in relation to transferring
and collecting information and gaining consensus on
concepts (e.g. when business-critical functions are identified
from project documentation and discussion with client
business area and project team, and when disaster recovery
plan is documented and submitted to higher authorities for
review and sign-off
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
 A vulnerability assessment and general definition of
requirements
 Business impact analysis
 Acceptance test plan
 Information technology security assurance specifications
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
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Unit Title Assist with Policy Development for Client Support
Unit Descriptor This unit defines the competence required to receive, review and
carry out change requests, while utilizing a change management
system according to client requirements.
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1. Review 1.1 Requests are received and documented for hardware and
change software changes, utilizing a change management system
requests and according to organizational help desk procedures.
1.2 System data are gathered and organized relevant to the
change requests, using available diagnostic tools.
1.3 The proposed changes are reviewed against current and
future business requirements.
1.4 System data are examined, with work team, in order to
select appropriate changes to be carried out.
1.5 Selected changes are discussed and e clarified with client.
2. Modify system 2.1 Potential solution is identified to solve problems.
according to 2.2 Recommendations about possible solutions are
requested developed, documented, ranked and presented to the
changes appropriate person for decision.
2.3 Implementation and evaluation of solutions are planned.
2.4 Recommended solutions are technically documented and
submitted to appropriate person for confirmation.
3. Train on the 3.1 Training is prepared to meet the needs of client in using
use of modified the changed system.
system 3.2 Prepared training is delivered appropriately for client
3.3 Evaluate the given training to confirm the expected result
has been achieved
Variable Range
 workstations, personal computers, modems or other
connectivity devices, networks, DSL modems, remote sites,
servers
Software May include but is not limited to commercial, in-house, packaged
or customized software
System May include but not limited to:
 the hardware and software components that run a computer
Requirements  May be in reference to the business, system, application,
network or people in the organization
Client May include but is not limited to internal departments, external
organizations, individual people and employees
Organizational May include but not limited to:
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guidelines  personal use of emails and internet access, content of emails,
downloading information and accessing particular websites,
opening mail with attachments, virus risk, dispute resolution,
document procedures and templates, communication methods
and financial control mechanisms.
Technical  May include but not limited to:
documentation  project specifications, reports, help references, technical
manuals, training materials and self-paced tutorials, on-line
help, user guides, brochures
Standards May include but not limited to:
 ISO/IEC/AS standards, organizational standards, project
standards
Documentation May follow ISO/IEC/AS standards, audit trails, naming
standards, version control, project management templates and
report writing, maintaining equipment inventory; client training
and satisfaction reports
Occupational May include but not limited to:
Health and Safety  correct posture, lighting, type of desk, type of monitor, style of
(OHS) chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer
 May also include licensing-related and physical safety
considerations such as general electrical safety and cabling,
power supply and leads as they apply to computer and
peripheral installations.
Evidence Guide
Critical Aspects A person must be able to demonstrate:
of Competence  ability to identify daily work requirements and allocate work
appropriately
 ability to interpret financial documents in accordance with
legal requirements
Underpinning  Federal and Regional Government legislative requirements
Knowledge and affecting business operations, especially in regard to
Attitudes occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-discrimination
 technical or specialist skills relevant to the business operation
 relevant industry code of practice
 planning techniques to establish realistic timelines and
priorities
 identification of relevant performance measures
 quality assurance principles and methods
 relevant marketing, management, sales and financial
concepts
 methods for monitoring performance and implementing
improvements
 structured approaches to problem solving, idea management
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and time management
Underpinning  literacy skills to interpret legal requirements, company
Skills policies and procedures and immediate, day-to-day demands
 communication skills including questioning, clarifying,
reporting, and giving and receiving constructive feedback
 numeracy skills for performance information, setting targets
and interpreting financial documents and reports
 technical and analytical skills to interpret business
documents, reports and financial statements and projections
 ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
 problem solving skills to develop contingency plans
 using computers and software packages to record and
manage data and to produce reports
 evaluation skills for assessing work and outcomes
 observation skills for identifying appropriate people,
resources and to monitor work
Resource The following resources should be provided:
Implications  Access to relevant workplace documentation, financial
records, and equipment
Methods of Competence may be assessed through:
Assessment  Interview / Written exam
 Observation/Demonstration with Oral questioning
Context for Competence may be assessed in the workplace or in a
Assessment simulated work environment
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Unit Title Establish and Maintain Client User Liaison
Unit Descriptor This unit defines the competency required to establish and
maintain client user liaison in an IT environment, post
implementation. This occurs after the business-critical functions
have been determined.
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1. Determine 1.1 Information technology used in the organisational unit is

support areas identified and recorded.
1.2 Stakeholders of the system are identified.
1.3 Organisational structure, culture and politics are identified
in relation to support requirements.
1.4 Level of support required by each organisational unit is
determined
2. Develop 2.1 Organisational units are contacted, as required, to verify
support support needs.
procedures 2.2 Procedures are established for providing required support,
including method of contact, frequency of meetings and
reports
2.3 Agreed procedure, service-level agreement, is
documented.
3. Assign 3.2 IT skills required to assist each organisational unit are
support identified with support activities.
personnel 3.3 Personnel are assigned according to human resource
processes.
3.4 Availability of selected personnel is verified.
3.5 Support is provided using agreed procedures.
3.6 Feedback is obtained from the appropriate person on a
regular basis.
Variable Range
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Stakeholders May include
 sponsor
 user
 development team
 project team
 databases
 applications
 servers
 gateways
 application service provider (ASP) and ISP
Service-level May exist for many different infrastructure services, including
agreement  communications carriers
 ISPs
 ASPs
 SLAs for vendor products
SLAs should consider business processes and requirements,
clearly specify and quantify service levels, identify evaluation or
audit of service levels.
May include
 workload and performance considerations
 expectations regarding servicing
 penalties
 charge back to business units
Appropriate May include
 teacher
 authorised business representative or client
Evidence Guide
Competence  Ability to establish and maintain client liaison in an IT
environment.
 Evidence of communication and reporting mechanisms
consistent with the identified role and as agreed between the
parties must be demonstrated.
Knowledge and  General knowledge of the role that IT plays in the client’s
Attitudes business domain. Knowing what equipment supplies
business-critical services (e.g. web server for e-business,
internet file transaction security for client accounts)
 Awareness of who the stakeholders are, what role they play in
the organisation and how dependent they are on the IT
infrastructure (e.g. salespeople and other mobile workforces
may need a remote access communication service while
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travelling.)
 Detailed knowledge of the IT system’s current functionality in
supplying the essential and desirable services to the
organisation. (e.g. what servers are engaged in providing the
services such as email, web, proxy, firewall, back-up)
 Broad knowledge of quality assurance practices in relation to
how the service is supplied (e.g. are response times for help
desk issues adequate for maintaining the organisation’s
desired business activity level?)
 Current industry-accepted hardware and software products,
capabilities of IT devices, and detailed knowledge of areas
related to the organisation’s services, (e.g. specialised
knowledge of website security, dynamic data exchange or on-
line open file back-up system).
Skills  Plain English literacy and communication skills in relation to
analysis, evaluation and presentation of information such as
reporting on service history issues are necessary. These
could be in response to particular problems or in response to
an approach to quality assurance processes aimed at a
general improvement.
 Teamwork skills involve the contribution to solutions and goals
of a non-routine or contingency nature (e.g. when a major
system upgrade is needed and a workgroup approach is
employed to implement it).
transferring and collecting information and gaining consensus
on concepts, such as when there are alternatives to decide
upon, in installing new technology or in altering the service
process for the current system.
 Project planning skills in relation to how to deliver on scope,
time, cost and quality, and how to promote communications
and manage risk.
 Negotiation skills in relation to other team members and
applied to a defined range of predictable problems, such as
organising equitable workloads for each team member when
extra (weekend or night) work is necessary for a major
network upgrade.
 Report writing skills for business, requiring depth in some
areas, analysis and evaluation of information in a defined
range of areas (e.g. outlining possible alternatives in
technology or equipment changes).
 Customer service skills, including a semi-educational role
when dealing with end-user problems, so that, by explaining
relevant concepts, the learner can empower the end-user to
attempt remedial action, the next time a similar problem
occurs.
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 Service-level agreements
 Documented support requirements
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Unit Title Match IT Needs with the Strategic Direction of the Enterprise
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Unit Descriptor This unit defines the competency required to ensure IT services
meet current and future internal operational enterprise
requirements
1. Evaluate 1.1 Current strategic plan of organization is analyzed to

current understand the industry environment and current
business organizational goals.
strategy 1.2 Information related to current operational practices and the
strategic plan is compared to determine possible IT gaps and
improvement opportunities.
1.3 Information regarding the impact of IT developments is
reported to appropriate person(s)
2. Evaluate 2.1 Information on current IT systems supported by the
impact of organization is reviewed.
changes 2.2 Advantages and disadvantages of current and proposed IT
systems are compared and documented.
2.3 The objectives and implications of introducing changes are
determined.
2.4 Findings are document and forward to appropriate person(s)
for feedback.
3. Develop 3.1 Action plans are developed for the proposed changes that
action plans can be implemented according to organizational policies and
procedures
3.2 Action plans that take account of appropriate operational,
financial, legal, human relations, internal and external
operating environments and other relevant considerations are
ensured.
3.3 Document action plans, ensuring that standards, targets and
implementation methods are detailed
3.4 Documentation is forwarded to appropriate person for
feedback/approval.
Variable Range
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Appropriate May include but not limited to:
person  supervisor,
Evidence Guide
Competence  accessed and analyzed relevant information on changes
to technology and resources;
 analyzed strategic plans to determine future technology
needs;
 monitored resource utilization and cost efficiency and
effectiveness of technology
 Developed action plan
Knowledge and  Broad knowledge of technology and product directions for
Attitudes evaluating and forecasting vendor and technology trends
 Analysis and planning approaches to technical problems
or management requirements, taking into account the
hardware platform used by the organization, and network
and security guidelines
 Broad knowledge for evaluating current system
functionality to forecast for planning
 Broad knowledge for evaluating internal and external
operating environments
 Broad knowledge for evaluating the operating systems
supported by the organization to forecast for planning
Skills  Negotiation skills in relation to planning and selecting
appropriate equipment and services for self and others,
such as when planning for client support service delivery
within quality, time and cost parameters
 Evaluation and report writing skills involving analysis for
evaluating IT changes, documenting recommendations
and developing action plans
 Evaluation skills to determine possible IT client support
gaps
 Broad strategic planning skills in relation to current
operational practices and future requirements and the
implications of introducing IT changes
 Planning and analysis skills for reviewing objectives and
performance measures
 Time management skills in relation to planning the
management of client support services
 Organizing and presenting information in relation to
business report writing requirements
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Resources To demonstrate competency in this unit the learner will require
 Detailed information relating to business strategic plan
 Budget constraints
 A timeframe for the strategic plan
 Business objectives
 Business risks
 Information on a range of IT business solutions
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Unit Title Install, configure and test a router
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Unit Descriptor This unit describes the performance outcomes, skills and
knowledge required to undertake router installation and
configuration as part of the upgrade in an existing network or
the implementation of a new network.
Element Performance Criteria

1. Prepare to install a 1.1. Prepare for given work according to relevant
router legislation, occupational health and safety (OHS),
codes, regulations and standards
1.2. Arrange access to the site according to required
procedure
1.3. Ascertain network topology from technical
requirements
1.4. Determine the internet protocol (IP) addressing
scheme for the network topology
1.5. Evaluate network management and security
requirements, with reference to current and future
requirements
1.6. Select a router with appropriate features according to
technical requirements
1.7. Choose cables, wireless application protocol (WAP),
wide area network (WAN) connectors and other
peripherals/tools according to network and router
specification, and WAN protocols
2. Install and 2.1. Assemble router and peripherals according to
configure a router manufacturer's requirements, enterprise guidelines and
protocols
2.2. Connect communications cables and WAN
connectors to the router and to the network
2.3. Configure router according to manufacturer's
instructions and technical requirements, taking into
account interoperability requirements with network
components
2.4 use and work on Simulation software at the absence of
real router
3. Test the router and 3.1. Test the router for connectivity across the network
reconfigure the and for routing protocol functions
network 3.2. Adapt or modify the predetermined router
configuration, depending on outcome of tests
3.3. Review router in line with organisational requirements
3.4. Test router and peripherals according to
manufacturer's instructions and technical requirements
3.5. Test hardware and router to ensure full functionality
and interoperability
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3.6. Reconfigure additional hardware as required
3.7. Make adjustments to network depending on test
results
4. Complete 4.1. Tabulate test results and complete all user reports
documentation and 4.2. Complete report and notify client of status of the
clean-up worksite network
4.3. Clean up and restore worksite to client's satisfaction
4.4. Secure sign off from appropriate person
Variable Range
Network may include:  Data
 internet
 internet protocol private branch exchange (IP PBX)
 internet protocol TV (IPTV)
 large and small LANs
 national WANs
 radio frequency identification (RFID)
 storage area network (SAN)
 voice
 voice over internet protocol (VoIP)
 Virtual private network (VPN).
Requirements may be  application
in reference to:  business
 network
 employees in the organisation
 System.
Router may include:  3Com Office Connect Remote 810 ADSL
 3Com Super Stack 400
 Cisco 800 and ISR Series routers
 Cisco uBR7200 universal broadband routers
 Cisco wireless access points
 D-Link routers
 Intel Express series
 Juniper routers
 Linksys routers
 Motorola Vanguard series
 Netopia routers.
Cables may include:  Category 5e, 6 or 7
 crossover
 fibre
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 shielded twisted pair (STP)
 straight through
 Unshielded twisted pair (UTP).
 Coax
peripherals/tools may  Bluetooth devices
include:  fax
 Fire wire (IEEE 1394)
 input equipment:
 keyboard
 mouse
 pens
 touch pad
 laptops and desktop computers
 mobile phones
 modems
 multimedia kits
 palmtops and personal digital assistants (PDAs)
 personal computer
 printers
 scanners
 speakers
 tape cartridges
 Universal serial bus (USB)
 router configuration application
 Putty
 Mobaxterm etc…
Simulation  May include but not limited:
 CISCO packet tracer
 ENSP
 GNS or other
WAN protocols may  advanced data communications protocol (ADCP)
include:  binary synchronous control (BSC)
 high-level data link control (HDLC)
 point to point protocol (PPP)
 synchronous data link control (SDLC)
 transmission of IP datagrams over X.25, Frame Relay or
ATM.
Protocols may  AppleTalk protocol - Phase 2 (1989)
include:  dynamic host configuration protocol (DHCP)
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 novell protocol suite:
 internetwork packet exchange (IPX)
 NetBIOS emulator
 netware core protocol
 sequenced packet exchange (SPX)
 TCP/IP:
 internet control message protocol (ICMP) see router
protocols above
 Net BT
 WAN protocols (encapsulations):
 advanced data communications protocol (ADCP)
 binary synchronous control (BSC)
 high-level data link control (HDLC)
 point-to-point protocol (PPP)
 Synchronous data link control (SDLC).
Routing protocol may  Cisco discovery protocol (CDP)
include:  dynamic routing
 enhanced interior gateway routing protocol (EIGRP)
 exterior gateway protocol and border gateway protocol
(superseded by BGP)
 netWare link state protocol (NLSP)
 open shortest-path first interior gateway protocol (OSPF)
 routing information protocol (RIP)
 Static routing.
Hardware may  DSL modems
include:  modems and other connectivity devices
 networks
 remote sites
 servers
 Workstations.
Appropriate person  authorised business representative
may include:  client
 Supervisor.
Evidence Guide
Critical Aspects of Demonstrates a knowledge and skills of:
Competence  plan and prepare for the router installation task
 select a router to meet the client business specifications
 install and test the router that ensures interoperability
within the network and applying router principles and
technologies
 report on the status of the completed installation and seek
sign off and customer satisfaction
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 use routers
 Apply solutions to defined routing problems.
Required Knowledge Demonstrates knowledge of:
and Attitudes Australian Computer Society Code of Ethics
effect of a router on delimiting broadcast traffic and on
conserving bandwidth
how dynamic routing algorithms or protocols create and
maintain routing tables
providing the network with redundant paths for reliability and
the way routers manage these paths
router:
1) basic router commands
2) configuration:
1. clock rate
2. password protection of router
3. routing protocol
3) dynamic routing
4) firewalls
5) functions
Required Skills Demonstrates skills to:
 communication skills to liaise with internal and external
personnel on technical, operational and business related
matters
 literacy skills to interpret technical documentation and
write reports in required formats
 numeracy skills to take test measurements, interpret
results and evaluate performance and interoperability of
network
 planning and organisational skills to plan, prioritise and
monitor own work and coordinate the process in liaison
with others
 problem solving and contingency management skills to
adapt configuration procedures to requirements of
network and reconfigure depending on differing
operational contingencies, risk situations and
environments
 research skills to interrogate vendor databases and
websites to implement different configuration
requirements to meet security levels
 technical skills to select and use router test software and
hardware to suit different network applications
 routing protocols and how they operate tables router-
based network architectures
 use of routing tables in intelligent packet routing and
switching
Resource Implications Access is required to real or appropriately simulated
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situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.

Assessment
 Interview / Written Test
 Observation / Demonstration with Oral Questioning
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting.
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Unit Title Install and manage complex ICT networks
knowledge required to install and manage enterprise-wide
information and communications technology (ICT) networks.

1. Plan and design a 1.1 Review network design, business requirements and latest
complex network to vendor technical specifications for network components
meet business 1.2 Research options available for providing the network
requirements functionality required
1.3 Plan network implementation to provide network
services and resources to meet business requirements
2. Design and 2.1 Analyse requirements for internal and external security
implement a security 2.2 Design security strategy to meet requirements
strategy
2.3 Implement security strategy
2.4 Undertake ongoing monitoring of the viability and
reliability of network security, through testing and use of
technical tools
2.5 Continually monitor internal and external network access
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for security breaches
3. Install and 3.1 Check and install cabling and associated components
configure a complex according to industry standards
network to meet 3.2 Install and configure servers, routers, switches or other
business devices to provide internet protocol (IP) addressing and
requirements routing
3.3 Install and configure servers, routers, switches or other
devices to provide name resolution
3.4 Install and configure servers, routers, switches or other
devices to provide network services
3.5 Install and configure remote access services
3.6 Install and configure devices to provide data
management services
4. Provide integrated 4.1 Integrate multiple network services across network
network services 4.2 Analyse and resolve interoperability issues
across a complex
network 4.3 Optimise performance
4.4 Rectify security conflicts arising from integrating services
5. Plan, design and 5.1 Install software and configure and test voice over internet
implement voice and protocol (VoIP) and videoconferencing services
video business 5.2 Incorporate the use of a communications server to
communications provide real-time multimedia communications
system
5.3 Select common voice and videoconferencing codecs
according to standards and practices
6. Manage and 6.1 Identify and evaluate appropriate network management
support a complex tools to assist in the administration of the complex network
network 6.2 Select and install network management tools according
to industry and organisational standards
6.3 Set and monitor alerts and logs
6.4 Capture and analyse network performance data
6.5 Implement automated server updates
6.6 Implement desktop management policies
6.7 Implement automated virus checking
6.8 Use remote management tools
7. Test network 7.1 Test network functionality and record results
functionality and 7.2 Record results of network functionality test
obtain sign-off
7.3 Complete network documentation according to
organisational standards
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Variable Range
Network components  cables

may include:  digital subscriber line (DSL) modems
 local area network (LAN)
 modems
 routers
 servers
 switches
 WAN
 Wireless access point.
Network services may  database service
include:  DHCP
 DNS
 FTP
 firewall
 hypertext transfer protocol (HTTP, HTTPS)
 internet message access protocol (IMAP)
 network file system (NFS)
 NTP
 post office protocol (POP)
 print services
 proxy
 SMB
 simple mail transfer protocol (SMTP)
 simple network management protocol (SNMP)
 Transmission control protocol or internet protocol
(TCP/IP).
Network resources  backup and data security
may include:  business applications
 collaboration tools
 conferencing
 data storage
 databases
 email
 internet services
 printers, faxes and scanners
 streaming video
 VoIP.
Security strategy may  automated updates:
include:  Red Hat Network (RHN)
 Windows Server Update Services (WSUS)
 encryption
 Firewall - demilitarised zone (DMZ)
 proxy
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 public key infrastructure (PKI) and secure socket layer
(SSL) certificates
 secure remote access
 server hardening
 smart cards
 tokens
 user authentication
 virus checking
 VPN.
Tools may include:  cable testing
 carrier connection tests
 data and voice integration measurements
 equipment testing
 frequency analysers
 network performance software
 packet tracers
 Policing and shaping tools.
Data management  backup and recovery
services may include:  disk quotas
 distributed file systems
 indexing
 online and offline storage
 Storage area networks (SANs).
Integrate multiple  Kerberos
network services may  lightweight directory access protocol (LDAP)
include:  Samba
 seamless access to Linux and Windows hosted data and
services
 single login to gain access to multiple services (federated
authentication)
 VoIP over VPN.
Evidence Guide
Critical Aspects of Evidence of the ability to:
Competence  design and implement a complex network that involves
integrating multiple network services to meet business
requirements
 design and implement an appropriate security strategy for
a complex network
 monitor and test the performance of aspects of the
solution
 Provide ongoing management and support of the
network.
and Attitudes
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 firewall configuration
 IP addressing and network configuration
 network:
 infrastructure
 load-balancing for applications
 security
 server operating systems
 service configuration, including:
 DNS
 dynamic host configuration protocol (DHCP)
 file transfer protocol (FTP)
 mail network time protocol (NTP)
 proxy
 server messages block (SMB)
 web service management
 troubleshooting tools and techniques, including network
diagnostic utilities
 user authentication and directory services
 VoIP
 VPN
Required Skills  analytical skills to use complex technical data to develop
network designs
 communication skills to consult with customers
 literacy skills to:
 interpret technical documentation
 write reports
 numeracy skills to:
 take test measurements
 interpret results
 evaluate performance and interoperability of network
services
 problem-solving skills to solve a range of predictable
network problems
 research skills to identify, analyse and evaluate broad
features of a particular business domain and best practice
in networking technologies, including hardware and
software to be installed
 technical skills to:
 implement dynamic name system (DNS), IP
addressing and secure virtual private network (VPN)
tunnels
 install and configure application software to provide
specific services
 install, configure and secure server operating systems
 install, configure and secure switches and routers
 integrate multiple network services without conflict
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 set up and use network monitoring and management
tools
 Test network functionality.
Resource Implications  network design and business requirements documents
 a complex network or hardware and software required to
build a network involving multiple servers, multiple
physical locations (or simulation of) and a combination of
network services
 Appropriate learning and assessment support when
required.
Where applicable, physical resources should include
equipment modified for people with special needs. And
practices.
Assessment  Interview / Written Test
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TOP
Unit Title Plan and Monitor the System Pilot
Unit Descriptor This unit defines the competency required to test and evaluate
the developed system among a subset of clients to gauge
reaction and gather feedback.
1. Prepare for 1.1 Objectives, success criteria and acceptance criteria are
pilot system established and confirmed for pilot implementation
1.2 Technical and organizational resources required for pilot
implementation are identified and secured.
1.3 Executive support for pilot is established and confirmed.
1.4 Project plan for pilot is completed and project documentation
is referred to appropriate person for approval
2. Install pilot 2.1 Pilot is installed and configured according to project plan
system 2.2 Technical readiness of pilot is verified and recorded.
2.3 Necessary actions is taken to ascertain accuracy of data.
2.4 A status report is prepared and submitted to appropriate
person for sign-off.
3. Monitor 3.1 Pilot and support documentation is reviewed, to ensure
implementation complete understanding.
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of pilot system 3.2 Pilot and system procedures is Identified.
3.3 System functionality and integrity tests is supervised
3.4 Document findings
3.5 Appropriate technical support is provided as required.
4. Evaluate pilot 4.1 Pilot objectives and success criteria is reviewed against pilot
system operation
4.2 Client and executive feedback on pilot is reviewed against
acceptance criteria
4.3 Areas of success and improvement are Identified and
prioritized
4.4 Assess the impact of changes on the pilot
4.5 Document review process and submit to appropriate person
Variable Range
Acceptance May include but not limited to:
criteria  timeframe
 cost implications
 technical
 logistical considerations

 Databases
 Applications
 Servers
 Operating systems
 gateways,
 application service provider and ISP
Pilot Details of pilot will vary according to
 organizational requirements
 Nature of system.
 All system pilots will take an iterative approach and involve
users in the process
Client May include but is not limited to
 internal departments,
 external organizations,
 individual people and
 internal employees
Organizational  Will vary, subject to nature of pilot.
resources  Staffing resources would be expected from user
community, technical operations, technical support,
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technical development, supplier, project manager and
executive sponsor.
 Financial resources will need to be secured to fund the
pilot.
 Systems developers and IT technicians
 Representative experts from relevant business areas (e.g.
functional
 managers or operational staff)
 Representative users
 Personnel with an understanding of corporate governance
(e.g. legal, audit and data security specialists)
Acceptance May include
criteria  timeframe,
 cost implications,
 technical,
 accessibility and
 logistical considerations
Appropriate May include a
person  supervisor,
 teacher,
 authorized business representative
 Client.
Project plan May include a number of variables,
including parties and their responsibilities,
 project scope,
 project objectives,
 Schedule,
 Project budget, etc.
Evidence Guide
Competence  Prepared for pilot system
 Installed pilot system
 Monitored implementation of pilot system
 Evaluated pilot system
Knowledge and  Current industry-accepted system piloting methodologies,
Attitudes with knowledge of general features and capabilities
 Current industry system development and design
methodologies (e.g. when preparing for pilot)
 Current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas (e.g.
when installing pilot system)
 Project objectives and client requirements (e.g. when
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monitoring implementation of pilot)
 Overall project objectives and client requirements (e.g.
when preparing for pilot)
 Client business domain
 Three or more current industry information gathering
methodologies (e.g. when preparing for pilot)
 Role of stakeholders and the degree of stakeholder
involvement
 System’s current functionality (e.g. when installing pilot
system)
 Quality assurance practices
Skills  Problem solving skills for a defined range of unpredictable
problems involving participation in the development of
strategic initiatives (e.g. when technical and organizational
resources required for pilot implementation are identified
and secured in a timely manner))
 Plain English literacy and communication skills in relation
to analysis, evaluation and presentation of information
(e.g. when training and user participants’ exposure to joint
application development (JAD) process is facilitated)
 Project planning skills in relation to scope, time, cost,
quality, communications and risk management (e.g. when
project plan for pilot is completed and authorization
obtained from higher authorities)
transferring and collecting information and gaining
consensus on concepts
 Research skills for identifying, analyzing and evaluating
broad features of a particular business domain and best
practice in system piloting (e.g. when organizational
procedures used for the pilot are documented)
 Teamwork skills involving the contribution to solutions and
goals of a non-routine or contingency nature (e.g. when
client user and executive feedback on pilot are reviewed
against acceptance criteria)
Resources To demonstrate competency in this unit the person will require
 Acceptance criteria
 Pilot plan
 Effective assessment of this competency requires access
to:
 A pilot system
 Project plan
 Technical materials and
 People to be involved in the pilot
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NQTF Level IV
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TOP
Occupational Standard: Hardware and Network Servicing Level IV
Unit Title Provide network systems administration
knowledge required to technically manage elements of a
network, including contributing to disaster recovery plan.

1. Provide client 1.1 Provide logons, passwords and applications file access to
access and security users and prepare documentation in line with
organisational requirements
1.2 Examine records of user accounts to determine access
privileges and usage
1.3 Take necessary action to ensure maintenance of system
integrity and security
2. Provide input into 2.1 Provide input into the organisation's disaster recovery
and disseminate plan
disaster recovery plan 2.2 Disseminate disaster recovery plan to users as required
3. Monitor network 3.1 Perform diagnostic tests associated with administering the
performance network or system
3.2 Analyse and respond to diagnostic information
3.3 Monitor software usage, including inappropriate or illegal
use
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3.4 Delete illegal software from the system
3.5 Monitor hardware response time and other performance
indicators
3.6 Determine and action methods for improving network and
systems efficiency according to organisational guidelines
4. Migrate to New 4.1 Situations are identified where existing knowledge can be used
Technology as the basis for developing new skills.
4.2 New or upgraded technology skills are acquired and used to
enhance learning and equipment are identified, classified and
used where appropriate, for the benefit of the organization.
4.3 Features of new or upgraded equipment are and software
applied within the organization
4.4 Features and functions of new or upgraded equipment is used
for solving organizational problems
4.5 Sources of information is accessed and used relating to new
or upgraded equipment
4.6 Feedback is sought from users where appropriate.
Variable Range
Users may include:  Contractors
 departments within an organisation
 persons within a department
 support staff
 Third parties.
Documentation may  audit trails
follow:  client training
 equipment inventory maintenance
 International Organization for Standardization (ISO),
International Electro technical Commission (IEC) and
Australian Standards (AS) standards
 project-management templates and report writing
 satisfaction reports
 Version control.
Organisational  diagnostic policy
requirements may be  preventative maintenance
in reference to:  problem solution processes
 roles and technical responsibilities in the IT department
 vendor and product service level support agreements
 work environment.
System may include:  application
 business
 computers
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 financial system
 information system
 management system
 network
 software.
Disaster recovery  backup plans
plan may include:  disaster recovery activities
 impact assessment
 key roles and responsibilities
 maximum tolerable outage
 recovery time
 risk analysis
 zero data loss.
Software may  application:
include:  database
 internet browser
 spreadsheet
 word-processing
 commercial
 customised
 in-house
 programming:
 assembler
 compiler
 development tools
 system:
 computer security
 device drivers
 Operating system.
Hardware may  modems or other connectivity devices
include:  networks
 remote sites
 servers
 Workstations.
Organisational  communication methods
guidelines may  content of emails
include:  dispute resolution
 document procedures and templates
 downloading information and accessing particular
websites
 financial control mechanisms
 opening mail with attachments
 personal use of emails and internet access
 Virus risk.
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Evidence Guide
Competence  sustain the operation of the network through maintenance
of network integrity and perform diagnostic tests
 contribute to the formulation of a disaster recovery plan
and provide the client with an optimized network that
complies with organisational guidelines
 improve network and systems efficiency according to
organisational guidelines
 provide appropriate access to the network for users
 Maintain, limit or enhance user access according to
authorised requests.
1.
and Attitudes  approaches to backup and restoring computer data

 disaster recovery policy
 features and functions of file access
 in-house and vendor support
 OHS legislation relating to the use of equipment
 operating systems:
 functions and basic features
 supported by the organisation
 organisational access and security procedures
 organisational and technical systems
 organisational procedures for protection against and
elimination of computer viruses
 policy and procedures
 advanced knowledge of software features supported by the
organisation for deleting, restoring and archiving files
 procedures for creating logons
 security and network guidelines and procedures
 Software copyright responsibilities.
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Required Skills Demonstrates
 communication skills to:
 investigate and assess client needs
 provide one-to-one instruction
customer-service skills to communicate with clients in a
range of contexts at various levels
 literacy skills to:
 develop reports
 interpret technical manuals
 planning and organisational skills to provide input into the
disaster recovery plan
 technical skills to perform:
 diagnostic tests to monitor network
performance
 System administration tasks.

practices.
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Unit Title Develop System Infrastructure Design Plan
Unit Descriptor This unit defines the competency required to specify the
hardware, network, software and infrastructure required to
support the system.
1. Specify 1.1 Critical principles, functions and framework for the system
architecture to operate across business units, are identified. taking into
requirements account the project deliverables, acceptance criteria and
current IT blueprint
1.2 Functions are organised into layers or wrappings and
components to meet business requirements.
1.3 Processing environment, the hardware, network and
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software required to support the operational environments
are identified.
1.4 The system topology model, templates and standards are
refined to guide development
1.5 The project guidelines, standards, models, acceptance
criteria and general framework are utilised to develop the
architecture
2. Specify 2.1 Various products and vendors are evaluated against the
hardware and requirements of the architecture to determine the best IT
software solution.
2.2 Current and future capacity requirements are estimated and
evaluated against client future requirements.
2.3 Requirements are identified for upgrade or change through
analysis of software versions and interoperability status of
existing system and applications.
3. Conduct walk- 3.1 Requirements model are compared against technical
through and specifications and acceptance criteria.
compare/ 3.2 Requirements model are compared against vendor proposed
contrast offering
expected
performance 3.3 The requirements model benchmarked against current
industry standards and IT blueprint for performance,
interoperability and expected future organisational
requirements.
4. Document and 4.1 System infrastructure design plan are prepared including
report on hardware, network, software and general infrastructure
findings aspects
4.2 Recommendations are documented and referred to the
appropriate person for improvement.
Variable Range
System May include
 Databases
 Applications
 Servers
 gateways
 ASP
 ISP
Acceptance May include
criteria  Timeframe
 cost implications
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 technical and logistical Considerations
Business May be in reference to
requirements  the business
 system
 application
 network or people in the organisation
Hardware May include but is not limited to
 workstations
 personal computers, Laptop and PDA
 modems and other connectivity devices
 networks
 ADSL modems
 remote sites
 servers
Project May include a
 total organisational change
 a systems-only change
 a business improvement process
 e-business solution involving the total organisation or
part of the organisation
Standards May include
 ISO/IEC/AS and relevant standards
 organisational standards
 project standards
Software May include but is not limited to
 commercial Software
 in-house developed Software
 Packaged or customised Software etc…
Network May include but is not limited to
 large and small LANs, MAN, WANs
 the internet
 PSTN for dial-up modems
 CDMA 1X
 EV-DO
 Handy Wi-fi Router(ZTE, Huawei)
 private lines
 VPNs
 data and voice
 Current Internet Technologies
Architecture May include but is not limited to:
 Operating system: any operating system that has multi-
user ability, Linux, Mac OS, Windows 7 or above
 Database software: Oracle, Sybase, Microsoft SQL
server, Ingres, DB2,Informix, MySQL, SQL server
 Configuration: small memory model, large memory model,
requests per second
requirements Requirements may be in reference to
 the business
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 system
 application
 network
 people in the organisation
Solution May include but is not limited to
 new hardware,
 hardware upgrades,
 new software, software upgrades,
 user training
 implementing a new system
Client May include but is not limited to
 internal departments,
 external organisations,
 individual people
 employees
Applications May include but are not limited to
 commercial software applications;
 organisation-specific software;
 word processing,
 spreadsheet,
 database,
 graphic
 communication packages
May include presentation applications contained in:
 Microsoft Office
 Lotus Suite
 Office 365
Specifications May include but are not limited to
 technical requirements
 user problem statement
 current system functionality
Documentation May follow
 ISO/IEC/AS and relevant standards
 audit trails
 version control
 project management
 report writing conventions
 client training
Organisational May be in reference to
requirements  the business
 system
 application
 network
 people in the organisation
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Evidence Guide
Competence  Specified hardware and software
 Conducted walk-through and compared/contrasted expected
performance criteria against vendor proposed offerings
 Documented and reported on findings
Knowledge and  Current industry-accepted hardware and software products
Attitudes  Broad general knowledge of the client business domain,
particularly the business function and organisation (e.g. when
specifying architecture requirements)
 Basic knowledge of cabling and telecommunications
technologies (e.g. when specifying architecture requirements)
 Broad knowledge of vendor product directions and
technology directions (e.g. when specifying hardware and
software)
 Networking technologies, including broad knowledge of
general features and capabilities incorporating substantial
depth in some areas (e.g. when specifying architecture
requirements)
 Broad knowledge of systems architectural design principles
and methodologies (e.g. when specifying architecture
requirements
 Broad knowledge of modelling techniques and methodologies
(e.g. when specifying architecture requirements, and for
comparing and contrasting after walk-through of expected
performance criteria against vendor proposed offerings)
Skills  Problem solving skills for a broad range of unpredictable
problems involving analysis, diagnosis and evaluation (e.g.
when specifying the critical principles, functions and
framework for the system to operate across the enterprise or
business units, taking into consideration the project
deliverables, acceptance criteria and current IT blueprint)
 Plain English literacy and communication skills in relation to
analysis, evaluation and presentation of information (e.g.
when the initial statement of hardware needs is written)
transferring and collecting information (e.g. when estimating
current and future capacity requirements and evaluating
against client’s future requirements, and for documenting
recommendations for improvement and referring them to
appropriate technical specialists)
 Questioning and active listening skills (e.g. when specifying
the critical principles, functions and framework for the system
to operate across the enterprise or business units, taking into
consideration the project deliverables, acceptance criteria
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and current IT blueprint)
 Technological capability assessment skills involving analysis,
diagnosis and evaluation (e.g. when evaluating various
products against architecture requirements to determine the
best IT solution, and for estimating current and future
capacity requirements and evaluating against client’s future
requirements)
 Research skills for specifying, analysing and evaluating broad
features of a particular business domain and best practice in
system development (e.g. when evaluating various products
against architecture requirements to determine the best IT
solution, and for benchmarking requirements model against
current industry standards and IT blueprint for performance,
interoperability and expected future organisational needs)
 Project planning skills in relation to set benchmarks and
identified scope (e.g. when specifying the critical principles,
functions and framework for the system to operate across the
enterprise or business units, taking into consideration the
project deliverables, acceptance criteria and current IT
blueprint)
 Report writing skills for business requiring depth in some
range of areas (e.g. when documenting recommendations for
improvement and referring them to appropriate technical
specialists)
 Client requirements
 The project deliverables
 The acceptance criteria
 Current IT blueprint
 Information on a range of IT business solutions and vendor
offerings
 Future organisational business process requirements
 Technical specifications
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Unit Title Build Internet Infrastructure
Unit Descriptor This unit defines the competence required to design and
implement an infrastructure for internet services
1. Plan and 1.1 Internet infrastructure is selected in line with business and
design internet end-user requirements, within budget limitations.
infrastructure 1.2 The internet service is evaluated for satisfactory
performance and confirmed that the service meets business
and end-user requirements.
1.3 Hardware, software, network and security requirements
are ensured in accordance with agreed business and end-
user specifications.
1.4 Internet protocol address allocation is determined based on
the number of addresses needed.
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2. Install and 2.1 Cables is installed and tested where appropriate according
configure to the standard.
internet 2.2 Mail servers is built and tested when needed.
infrastructure
and services 2.3 Workstation software is installed and configured to access
services
2.4 Necessary hardware and software is installed to connect
the internet to intranets or network if required.
2.5 Domain names and internet protocol addresses is
configured to make internet access possible.
2.6 Software is set up to provide services as required.
2.7 Software is installed and configured that provides internet
links with existing databases, documents and files.
3. Test security 3.1 Security access levels is tested and verified based on
and internet security policy.
access 3.2 Capability and reliability of security systems is monitored
and evaluated based on security policy.
3.3 Changes are made to system to ensure protection against
known and potential threats.
3.4 Availability of the internet access to all clients is confirmed
4. Ensure user 4.1 User settings are verified to ensure that they conform to
accounts are security policies.
verified for 4.2 Legal notices are displayed at appropriate locations for
security system users.
4.3 Passwords are checked in accordance with business
policies and verified with software utility tools.
5. Manage and 5.1 Management is assisted in developing procedures and
support policies for maintaining the internet infrastructure.
internet 5.2 Management or Monitoring tools are obtained, installed and
used to assist in internet administration.
5.3 Traffic, appropriateness of broadcasts, content access and
hits are monitored over the internet.
5.4 Internet performance is optimized in accordance with
business need.
6.1 Objectives are consistent with and linked to work activities
6. Plan and
in accordance with organizational aims.
Organize Work
6.2 Objectives are stated as measurable targets with clear time
frames
6.3 Tasks/work activities to be completed are identified and
prioritized as directed
6.4 Schedule of work activities is coordinated with personnel
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concerned
6.5 Work plans are implemented in accordance with set time
frames, resources and standards.
Variable Range
Hardware May include but is not limited to:
 Workstations, personal computers, Mobiles, Tablets, modems
and other connectivity devices, networks, DSL modems,
remote sites, servers.
Software May include but is not limited to commercial software
applications; organization-specific software, packaged software,
in-house or customized software
Network May include but not limited to:
 Large and small LANs, national WANs, the internet, VPNs, the
use of the PSTN for dial-up modems only, private lines, data
and voice.
Services May include newsgroups, email, file transfer protocol facilities,
multimedia, conferencing and general access to internal website
HTML files.
Databases May include Oracle, Sybase, Microsoft SQL Server, Ingress,
DB2, Informix, mSQL, MySQL, SQL server.
Threats May include eavesdropping, manipulation, impersonation, and
penetration, denial of service and by-pass, hackers, viruses.
Tools and May include but not limited to:
equipment  Server hardware and software
 Security policy guidelines
 Networking hardware (e.g. switches, cables, router, etc…)
 Internet connection
 Modem or other connectivity device
 Personal computer
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence  internet technologies and that internet technology (both
hardware and software) is installed and configured correctly
Knowledge and  General knowledge of the organization’s business needs and
Attitudes functions.
 General understanding of LAN-based communications
technologies.
 Knowledge of internet technologies.
 General knowledge of OH&S requirements in relation to
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working in a safe manner; environmental aspects of work that
is undertaken and basic and ergonomic considerations relating
in particular to the workstation environment.
 Security knowledge, with understanding of general features
and capabilities, with limited depth in some areas (e.g., when
monitoring security and internet access
 General knowledge of vendor product and vendor directions
(e.g., when installing and configuring internet infrastructure to
meet business requirements)
 knowledge of open-source options and software (e.g., Linux-
based systems) as well as proprietary software (e.g., Microsoft
based systems)
Skills  establish internet connectivity based on the business
requirements of the organization
 build internet infrastructure
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TOP
Unit Title Build a small wireless local area network
knowledge required to build and arrange connectivity to a
basic wireless local area network (WLAN).

1. Confirm client and 1.1 Identify, clarify and organise client requirements
equipment according to network needs and organisational
requirements requirements
1.2 Ensure an appropriate person has given the authority for
wireless network access
1.3 Evaluate requirements along with business needs and
translate into technical requirements
1.4 Identify components to be installed in order to meet the
technical requirements
1.5 Select position for access point, based on user
requirements and environmental conditions
1.1 1.6 Arrange for preliminary work to be carried out to meet
cabling and power requirements
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2. Select, install and 2.1 Select access point device based on current and future
configure wireless client needs
access point 2.2 Install and configure access point to provide wireless
access to network
2.3 Configure services
2.4 Test access point and verify wireless connection and
security arrangements
2.5 Select, install and configure appropriate wireless card
where necessary for legacy equipment
3. Configure network 3.1 Configure security and other key parameters consistent
with commercial and business requirements
3.2 Test security and firewall arrangements with appropriate
test equipment
3.3 Test the network with user equipment for general
compatibility and access
4. Train users 4.1 Determine devices to be connected to the network
4.2 Demonstrate how pairing and log-on arrangements are
established to user
4.3 Inform users of wireless network etiquette and traffic
capacity issues
4.4 Develop user documentation
5. Monitor and 5.1 Monitor wireless network performance using diagnostic
administer wireless tools
network 5.2 Debug networking issues to maintain trouble-free
wireless connection
5.3 Document current settings and store securely
Variable Range
Client may include:  External organizations
 Individuals
 Internal departments
 Internal employees.
Organizational  Preventative maintenance and diagnostic policy
requirements may  Problem-solving processes
include:  Roles and technical responsibilities in network
management
 Vendor and product service level support agreements
 Work environment.
Components may wireless access and software
include: hardware:
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 asymmetric digital subscriber line (ADSL) modems
 antennas and other connectivity devices
 mobile equipment
 modems
 wireless access points
 networks
 power controllers
 remote sites
 servers
 UPS
 workstations
cabling:
 category 5e
 category 6
 category 7
 Coaxial and fibre.
User may include:  department within the organization
 person within a department
 third party
 Community members.
Network may include:  domestic
 Small enterprise WLANs.
Commercial and  Availability
business  backup and recovery of data
requirements may  confidentiality
include:  firewalls
 hacking prevention
 integrity
 password logons
 Remote access to internal network.
Security may include:  AAA
 Diameter
 EAP or LEAP
 IPSec
 PKM
 smart cards
 SSL
 tokens
 WEP
 WPA or WPA2.
Documentation may  audit trails
follow:  client training
 International Organization for Standardization (ISO),
International Electro technical Commission (IEC) and
Australian Standards (AS) standards
 project management templates and report writing
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 Version control.
Tools may include:  data and voice integration measurements
 Network performance software.
Evidence Guide
Competence  develop, implement and maintain wireless networks
 install, configure and test wireless access points
 test security and network to business specifications
 develop user training material
 Monitor and resolve wireless network issues.
and Attitudes features of security threats
overview knowledge of:
 audit and intrusion detection systems
 auditing and penetration testing techniques
 authentication methods
 network protocols and operating systems
 security protocols, standards and data encryption
detailed knowledge of:
 bandwidth and quality of service
 factors affecting signal quality
 layer 2 and layer 3 design issues
 SOHO
 transmission control protocol or internet protocol
(TCP/IP) protocols and applications
 wireless security strategies
 wireless topologies
 WLAN solutions.

 communication skills to liaise with client to determine
functional requirements of network
 literacy skills to document client requirements
 problem-solving skills to troubleshoot and debug:
 connectivity issues
 security issues
 research skills to determine most suitable solution for
client
 design, develop and implement various wireless
network solutions
 implement wireless networking strategies and
configure wireless network software and hardware
 Implement WLANs.
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practices.
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Unit Title Manage network security
knowledge required to implement and manage security
functions throughout a network.

1. Define a process 1.1 Define planning phase for network security design
for designing security 1.2 Define building phase for network security design
1.3 Define managing phase for network security design
2. Identify threats to 2.1 Determine why attacks occur
network security 2.2 Determine who the attack may come from
2.3 Analyse common types of network vulnerabilities
2.4 Determine how attacks occur
2.5 Design a threat model to categorize treats
3. Analyse security 3.1 Determine elements of risk management
risks 3.2 Determine assets that require protection
3.3 Categorise assets and calculate their value to the
organisation
3.4 Create a risk management plan
4. Create a security 4.1 Determine attacker scenarios and threats
design 4.2 Design security measures for network components
4.3 Obtain feedback and adjust if required
4.4 Develop security policies
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5. Design and 5.1 Design auditing and incident response procedure
implement responses 5.2 Document security incidents
to security incidents
5.3 Implement configurations aligned with incident response
procedure design
5.4 Test and sign off
Variable Range
Network may include:  Data
 Internet
 local area networks (LANs)
 large and small LANs
 virtual private networks (VPNs)
 wide area networks (WANs) and
 Wireless LANs (WLANs).
Attacks and  Authorizations
vulnerabilities may  brute force and dictionary attacks
include:  denial of service and by-pass
 eavesdropping
 hackers
 internal threats
 intruder detection
 manipulation
 penetration
 social engineering, including impersonation
 spoofing
 Viruses using logging.
Assets may include:  Data
 hardware
 personal information
 Product and branding information.
Security may include:  AAA
 Authentication process, Kerberos and challenge handshake
authentication protocol (CHAP)
 Diameter and remote authentication dial-in user service
(RADIUS)
 folder and file security
 IPSec
 lightweight extensible authentication protocol (LEAP)
 personal knowledge management (PKM)
 smart cards
 secure socket layer (SSL)
 tokens
 VPN
 wired equivalent privacy (WEP)
 Wi-Fi protected access (WPA) or WPA2.
Network components  Servers
may include:  workstations
 accounts
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 authentication
 data
 data transmission
 network perimeters:
 part of router configuration or proxy server
 products:
 Cisco Centri, PIX
 ClearOS
 IPcop
 Linux iptables
 MS ISA server
 SmoothWall
 Untangle
Evidence Guide
Competence  identify threats to security
 develop risk management plan
 design network security policies
 analyse and plan solutions to compromised networks and
design incident response
 evaluate security information and use it to plan suitable
control methods and countermeasures
 Add network controls, according to system security
policies, procedures and risk management plan.
and Attitudes  detailed knowledge of:
 auditing and penetration testing techniques
 logging analysis techniques
 organisational network infrastructure
 related weaknesses of installed network
infrastructure
 security technologies
 broad knowledge of:
 capabilities of software and hardware solutions
 emerging security issues
 general features of emerging security policies, with
depth in security procedures
 network management and security process
controls
 Network security implementation risk management
plans and procedures.
2.
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 analytical skills to:
 analyse network information
 plan approaches to technical problems or
management requirements
 communication skills to:
 convey and clarify complex information
 liaise with clients
 literacy skills to interpret and prepare technical
documentation, including recording security incidents
and developing security policies
 planning skills to plan control methods for managing
system security
 problem-solving skills to:
 apply solutions in complex networks, including
systems processes
 deploy rapid deployment of solutions to problems
involving failure and security incidents
 Technical skills to apply best practice to systems
security methodologies and technologies.
practices.
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Unit Title Determine Maintenance Strategy
Unit Descriptor This unit defines the competence required to determine and
operationalize maintenance strategies and supporting
processes to achieve continuity of IT operations and business
functions.
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1. Identify and 1.1 Risks to business continuity are identified due to system
analyze malfunction including quantification of possible loss
maintenance 1.2 Systems architecture and configuration documentation
needs are reviewed for currency.
1.3 Equipment and/or software audit are conducted if
appropriate information is not available
1.4 Warranty status of components and/or software
according to vendor, project or organizational
requirements are determined and documented
1.5 Critical components and/or software and document
recommendations are identified regarding possible
service arrangements
1.6 Identified risks and problems are documented.
1.7 Recommended maintenance solutions are developed to
meet business needs and applied to deal with the client
based on the document
2. Develop service 2.1 The views and requirements of the client are determined
level agreements in order to identify maintenance requirements
2.2 Service-level agreement is prepared to match client
user and business requirements
3. Formulate 3.1 Maintenance options are examined against cost
maintenance constraints, risks to business continuity and service-level
strategy agreements
3.2 A specific maintenance strategy is identified based on
cost, business and service-level agreements
requirements
3.3 A preventative maintenance schedule is created based
on cost, business and service-level agreements
requirements
3.4 A maintenance strategy is negotiated with client and
changes to service-level agreements are made where
necessary
3.5 The recommended procedure is documented for
approval from appropriate person according to
organizational requirements
4. Define client and 4.1 Reporting procedures for service requests are negotiated
supplier and created with client and suppliers
processes and 4.2 Response time standards is determined with client and
standards suppliers
4.3 Escalation procedures is created with client and suppliers
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4.4 Help desk or other support function is been set-up in
accordance with agreed standards and procedures and
in line with industry best
Variable Range
Systems May include but not limited to:
architecture  Operating system: Novell NetWare 5 or above or operating
system that has multi-user ability, Linux, Mac OS, Windows
7 or above
 Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
requests per second
Equipment May include but not limited to:
 to workstations, personal computers, modems or other
connectivity devices, printers, DSL modems, hard drives,
monitors, switches, hubs, personal digital assistant (PDA)
and other peripheral devices
Software May include but not limited to:
 in-house, packaged or customized software
Components May include but not limited to:
 CMOS battery, central processing unit (CPU), CD and DVD
drives, interface cards, drives, fax/modem cards, RAM
upgrades, CPU upgrades
Service-level May include but not limited to:
agreement  May exist for many different infrastructure services,
including communications carriers, ISPs, ASPs and SLAs
for vendor products. SLAs should consider business
processes and requirements, clearly specify and quantify
service levels, identify evaluation or audit of service levels.
May include workload and performance considerations,
expectations regarding servicing, penalties, and charge
back to business units.
Evidence Guide
Competence  Identifying and analyzing maintenance needs
 Developing service level agreements
 Formulating maintenance strategy
 Defining client & supplier processes & standards
Knowledge and  Broad knowledge of help desk and maintenance practices,
Attitudes such as general composition and operation of
 Information database for tracking hardware, software and
operational issues, such as troubleshooting, repair and
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warranty. Also, knowledge of determining level of support to
a client (e.g. support levels one to four)
 Current industry-accepted hardware and software products,
with broad knowledge of general features and
 Capabilities and detailed knowledge in areas pertaining to
particular client business activity. (e.g. help desk
software, including a database for storing hardware and
software details, product warranty and service difficulty
records, such as repair, replacement and reconfiguration)
 General knowledge of the relationships between the
stakeholders and the service provider. This includes
 knowing the rights of the stakeholder and the obligations of
the learner inferred by the contract of service
 Broad knowledge of the client business domain and of the
features of the IT system that support the client's business
activity
 Detailed knowledge of how the system has been set up to
process data and what data elements are stored
 Broad knowledge of quality assurance practices with
reference to maintenance, warranty and repair of network
equipment and software
Skills  Develop service level agreements
 Formulate maintenance strategy
 Define client and supplier processes and standards
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Unit Title Conduct / Facilitate User Training
Unit Descriptor This unit defines the competence required to apply techniques
that facilitate the working, planning, implementation and
monitoring of information technology through training.
1. Plan ICT 1.1 Training procedures and aim are researched and
training system developed according to the organizational needs.
1.2 IT training plan are developed
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1.3 Staffs/employees, who will take training are identified
1.4 Staff and management are trained in change management
procedures and polices
1.5 Current IT training user or business patterns are evaluated
1.6 Key personnel responsible are identified for training and
implementing training plan
2. Identify IT 2.1 Current IT training benchmarks are determined
system training 2.2 Identified needs are compared against performance
needs benchmarks to identify possible training
2.3 Proposed training are assessed to determine impact
2.4 Key personnel re notified of necessary training
3. Implement 3.1 Training schedule are planned
training change 3.2 Trainings are prioritized and resources are allocated
3.3 Training management plan and procedures are
implemented.
3.4 High officials are involved in the training process
3.5 New performance benchmarks are captured to measure
training
3.6 Training requirements are identified
4. Monitor and 4.1 Training performance are measured against new
review benchmarks
implementation 4.2 Performance results are submitted to higher officials
4.3 Appropriate documentation and reporting are provided of
the training
5. Prepare and 5.1 Training are prepared to meet the needs of client in using
deliver training the changed system
on use of 5.2 Prepared training are delivered appropriate for the client
modified system
6. Utilize 6.1 Specific communication needs of trainees are identified
Specialized and met.
Communication 6.2 Different approaches are used to meet communication
Skills needs of the trainees.
6.3 Channels of communication are established and reviewed
regularly.
6.4 Communication with trainee is appropriate to individual
needs and institutional objectives
6.5 When participating in internal or external forums,
presentation is relevant, appropriately researched and
presented in a manner to promote the institution
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6.6 Utilize appropriate media to enhance presentation.
6.7 Written communication is consistent with institutional
standards.
6.8 Strategies which encourage all group members to
participate are used routinely.
6.9 Evaluation of group communication strategies is
undertaken to promote participation of all parties.
6.10 Effective questioning, listening and nonverbal
communication techniques are used to ensure that
required message is communicated.
Variable Range
Benchmarks May include but not limited to:
 May include technical, cost savings, performance and
quality.
Training needs May include but not limited to:
 May be in reference to the business, system, application,
Higher officials May include but not limited to:
 end user, internal or external government body, such as
team leaders, directors, mangers
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
competence  plan for, implement, monitor and review change and apply
guidelines and policies to the training process
 conduct / facilitate users training
Knowledge and  Information technology systems
Attitudes  Performance benchmarking
 training principles
 communication skill
 training strategy
 multimedia
Skills  Plan IT training system
 Monitor and review implementation
information on workplace practices.
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NQTF Level III
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Occupational Standard: Hardware and Network Servicing Level III
Unit Title Determine Best-Fit Topology
Unit Descriptor This unit defines the competence required to determine the most
appropriate way of networking computers to meet user needs
and business requirements.
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1. Identify key 1.1 Information repositories are identified across the business.
information 1.2 Current organizational documentation is reviewed based
sources on business requirements.
1.3 Critical questions are developed to extract information from
key stakeholders using a mixture of open and closed
questions.
1.4 Information gathering techniques are ensured to use a
quality assurance methodology and meet budgetary
constraints.
2. Determine user 2.1 Identifying user needs and establishing requirements
needs 2.2 Different segments are identified for the proposed network
based on business requirements.
2.3 Segment needs are determined using network functional
analysis.
2.4 Traffic content and volumes are estimated based on
business requirements.
3. Develop best 3.1 Resource requirements for each network segment are
topology determined on the basis of functional analysis.
3.2 Features of the physical environment are analyzed based
on network design.
3.3 Costing process is conducted for possible topology options.
3.4 Appropriate network topology is selected and documented
based on business requirements and functional analysis.
Variable Range
Organizational May include business forms, policy documents, financial
Documentation Statements, performance reports and annual reports.
Information
gathering May include but are not limited to interviews, questionnaires,
techniques Surveys and observation.
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Network  May include but is not limited to large and small local area
networks (LANs), wide area networks (WANs), virtual private
networks (VPNs), virtual local area networks (VLANs) and
wireless local area networks (WLANs) as well as the use of the
public standard telephone network (PSTN) for dial-up modems
only, private lines, data and voice
 Layer
Requirements May be in reference to the business, system, application,
user needs  Identify user needs
includes:  Generate potential solutions
 Develop the solutions
Traffic May include data, voice or video
Types and  Internet
Sources of  Virtual library
Information  Organizational policy
 Manuals and procedures
 Strategic documents
 Business requirements
 Equipment specifications
 Stake holders
 Organizational document
 Architectural design (blueprint)

equipment  Toolkit
 Connectors
 Patch panel
 Wall outlet
 Cable duct
 Network devices (Hubs, Switches, Repeater etc…)
 Cables (UTP, STP, Coaxial, Fiber Optics etc…)
 Cabinet
 Cable tester
Evidence Guide
Critical aspects of Assessment must confirm the ability to clearly identify the best
Competence LAN, VPN or WLAN topology based on business or
organizational needs.
Knowledge and  current industry-accepted hardware and software products,
Attitudes including knowledge of general features and capabilities
 system's current functionality
 characteristics and relative strengths and weaknesses of LAN
network topologies
 TCP/IP, Ethernet, hubs, adaptor cards
 basic knowledge of cabling, particularly UTP (unshielded
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twisted pair), STP (shielded twisted pair) or optic fiber
 network architecture
Skills  determine user needs
 gather data and information
 develop best topology for the organization by analyzing user
requirements
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Unit Title Install and Manage Network Protocols
knowledge required to install and manage network protocols in a
networking environment.
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1. Install and 1.1 Select, test and validate appropriate network protocol services
manage network 1.2 Design a network addressing system, with subnet and host IDs,
protocols including appropriate devices
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)
2. Identify network 2.1 Review a range of well-known network protocol applications
protocol 2.2 Evaluate client user requirement and recommend network-
applications protocol services
2.3 Apply IP addressing scheme according to approved policy and
procedures
Variable Range
Network protocol  address resolution protocol (ARP)
services may  DHCP
include:  electronic mail protocols
 file transfer protocol (FTP)
 H.323 protocol
 hypertext transfer protocol (HTTP)
 internet protocol (IP)
 internet protocol version 4 (IPv4)
 internet protocol version 6 (IPv6)
 simple network management protocol (SNMP)
 simple object access protocol (SOAP)
 TCP/IP
 wireless application protocol (WAP).
Network may  large and small local area networks (LANs)
include:  virtual private networks (VPNs)
 wide area networks (WANs)
 Wireless local area networks (WLANs).
 Network layering(OSI and TCP/IP)
Devices may  Emulators
include:  gateways
 routers.
Applications may  FTP
include:  HTTP
 hypertext transfer protocol secure (HTTPS)
 secure shell
 secure socket layer (SSL)
 simple mail transfer protocol (SMTP)
 Telnet (not secure).
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Evidence Guide
Critical aspects of Evidence of the ability to:
competence  configure, test and validate network protocols in order to
facilitate interconnectivity
 install and manage network protocols in a network, and
troubleshoot when problems arise.
Knowledge and  client business domain, including client organisation structure
Attitudes and business functionality
 current communications technologies and their associated
protocols
 current industry-accepted hardware and software products
and general features and capabilities
 network protocols currently in use in organisation and
industry
 vendor product range and development directions.

Skills  communication skills to evaluate client user requirements
and map to appropriate protocols
 learning skills to ensure currency with protocols development
 literacy skills to interpret technical manuals
 organisational skills to plan, prioritise and organise work
 problem-solving skills to develop and refine configuration
protocols
 configure workstations
 develop strategic initiatives when designing a network
addressing system
 test components using available technology
 write detailed technical notes.

Assessment Competence may be assessed through:
Methods
Observation / Demonstration with Oral Questioning
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Unit Title Configure and Administer Server
Unit Descriptor This unit defines the competence required to build, configure
and test a server

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1. Confirm 1.1 Network operating system, server applications and
server server design are confirmed with client and system need.
specification 1.2 Product, vendor architecture and equipment specifications
are identified according to the system need.
1.3 Technology and resource are identified within business
requirements and budget.
2. Verify server 2.1 Hardware and software are reviewed to ensure
compatibility compatibility.
and inter- 2.2 All hardware required is obtained for server installation.
operability
2.3 Required operating system and software is Installed for
proper function.
2.4 Additional tools or third-party software is installed as
required by the created design.
2.5 Operating system and applications are patched to ensure
security and reliability.
3. Configure and 3.1 Server is configured as required by technical
test server requirements.
3.2 Scope and applicability of the testing is defined against
technical requirements.
3.3 Test plan is developed with reference to resources and
network impact.
3.4 System testing is run according to test plan and record
outcomes.
3.5 Error report is analyzed and changes are made as required.
3.6 Changes or additions are validated against specifications.
Variable Range
Network May include but is not limited to:
operating system Novell NetWare 5 or above or operating system that has multi-
user ability: Linux 8.0, Mac OSX, and Windows server 2008 or
above.
Server May include file sharing, printer sharing, messaging, web
applications services, network and remote access, database and data
warehousing, directory services, management, line of business
Applications, terminal services.
Equipment May include but is not limited to:
workstations, personal computers, modems and other
connectivity devices, printers, DSL modems, hard drives,
monitors, switches, hubs, personal digital assistant (PDA) and
other peripheral devices.
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Business May be in reference to the business, system, application,
requirements network or people in the organization
Hardware May include but is not limited to workstations, personal
computers, modems and other connectivity devices, networks,
remote sites, servers.
Software May include but is not limited to commercial software
applications; organization-specific software, packaged software,
in-house or customized software
Server May include:
 Application/web servers
 DNS and DHCP servers
 Email servers
 File and print servers
 FTP servers
 Firewall servers
 Proxy/cache server
Operating system May include but is not limited to Linux 8.0 or above, Windows
2008/Server 2012 or above, Apple OS X or above.
Application May include database programs, word processors, email

programs, internet browsers, system browsers and
spreadsheets.
Technical May be in reference to the business, system, platform,
requirements application, database, network or people in the organization.
Network May include but not limited to large and small LANs, national
WANs, the internet, the use of the PSTN for dial-up modems
only, private lines, data and voice.
System May include but is not limited to databases, applications,
servers, operating systems, gateways, application service
provider and ISP.
Evidence Guide
Critical aspects of Assessment must confirm the ability to administer, configure and
competence test a server according to business needs and technical
requirements.
Knowledge and  Single and multiple processors, memory, Disk drives and
Attitudes internal/external storage devices.
 Server applications (such as web application, DNS, etc.)
 Server specification for different applications
Skills  determine server specifications
 determine compatibility and operability
 configured a server as required by technical requirements
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Resources  Access is required to real or appropriately simulated situations,
Assessment  Competency may be assessed through:
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Unit Title Monitor and Administer System and Network Security
Unit Descriptor This unit defines the competence required to monitor and
administer security functions of a system.
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1. Ensure user 1.1 Default user settings are modified to ensure that they
accounts are conform to security policy.
controlled 1.2 Previously created user settings are modified to ensure
they conform to updated security policy.
1.3 Legal notices are displayed ensured at logon are
appropriate.
1.4 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity.
1.5 Action taken to ensure password procedures are reviewed
with appropriates other internal departments.
1.6 Information services are accessed to identify security gaps
and appropriate action taken using hardware and software
or patches.
2. Secure file and 2.1 Inbuilt security and access features of the operating
resource system are reviewed and considered for further action
access 2.2 File security categorization scheme, and an understanding
of the role of users is developed or reviewed in setting
security.
2.3 Virus checking process is implemented and scheduled for
the server, computer and other system components.
3. Determine 3.1 User and enterprise security requirements are determined
authentication with reference to enterprise security plan.
requirements 3.2 Authentication options are identified and analyzed
according to user and enterprise requirements.
3.3 Most appropriate authentication and authorization
processes are selected based on security requirements.
4. Determine 4.1 Users shared resources access via a network with
network reference to enterprise security plan
security 4.2 Security threats are monitored and recorded to the
system.
4.3 The latest antivirus signatures are updated.
Variable Range
Security policy May be in relation to theft, viruses, standards (including archival,
back-up, network), privacy, audits and alerts; usually relates
directly to the security objectives of the organization.
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Hardware May include but is not limited to workstations, personal
computers, modems or other connectivity devices, networks,
DSL modems, remote sites, servers.
Software May include but is not limited to commercial, in-house, packaged
or customized software.
Operating system May include but is not limited to Linux 6.0 or above, Windows 7
or above, Apple OS 8 or above.
Server May include:
 Application/web servers
 BEA Web logic servers
 IBM Visual Age and Web Sphere
 Novell NDS servers
 Email servers
 File and print servers
 FTP servers
 Firewall servers
 Proxy/cache servers
Security threats May include eavesdropping, manipulation, impersonation,
penetration, denial of service, by-pass, hacking, viruses.
Evidence Guide
Critical aspects of Assessment must confirm knowledge of the security features
competence available in the operating environment and the ability to monitor
and administer security functions on the network.
Knowledge and  client business domain, business function and organization
Attitudes  features and capabilities of networking technologies, with
substantial depth in security areas
 network and system security
Skills  secure file and resource access
 determine authentication requirements and network security
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Unit Title Identify and Resolve Network Problems
Unit Descriptor This unit defines the competence required to troubleshoot local
area network problems.
1. Implement 1.1 An appropriate log is set up to monitor network activity and

regular network to produce a management information base (MIB).
monitoring 1.2 Network tools are used to benchmark the network and to
establish a reference point for network performance.
1.3 Documents and logs regularly reviewed to facilitate network
tuning.
1.4 Recommendations are made to management for additional
network resources to improve performance or to pro-
actively avoid problem.
2. Troubleshoot 2.1 Help desk and other support services are addressed to
network quickly identify network problems.
problems 2.2 Various tools and knowledge of network topology and
protocols are used to identify and solve network problems.
2.3 Users and clients of progress and solutions are advised in
a timely manner.
2.4 Support documentation is completed based organizational
requirement.
3. Carry out 3.1 Diagnostic tests around identified problem are conducted
maintenance based on requirement.
support on 3.2 Maintenance is completed in line with organizational
identified guidelines.
problem
3.3 New components as part of the resolution are obtained
where necessary.
3.4 Components are stored or dispose in accordance with
organizational guidelines.
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Variable Range
Network tools May include but are not limited to Snort, Satan Saint, Netbus,
Ping, Netstat, Nmap, traceroute, Whois, Dig etc...
Network May include but is not limited to large and small LANs, VPNs,
WANs, the internet, the use of the PSTN for dial-up modems
Network topology May include ring, star, bus, hierarchical and hybrid
User May include a person within a department, a department within
the organization or a third party.

report writing principles.
Organization May include but are not limited to security procedures; logged
guidelines call procedures; client liaison policy; preventative maintenance
and diagnostic policy; maintenance agreements; warranties;
contracting arrangements relating to IT purchasing.
Components May include motherboards, CMOS battery, central processing

unit (CPU), CD and DVD drives, interface cards, drives,
fax/modem cards, RAM upgrades, CPU upgrades.
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
competence  troubleshoot and monitored facilities available in the operating
environment
 undertaken logical troubleshooting processes and network
support activities
 performed constant monitoring of the network to maintain
network activities
 performed network maintenance with minimal disruption to
clients
Knowledge and  current industry-accepted hardware and software products,
Attitudes with knowledge of general features and capabilities
 networking technologies (e.g., TCP/IP, OSI protocol stacks)
with knowledge of features and capabilities, and substantial
depth in protocols such as Ethernet, AppleTalk, Novell, Linux
or UNIX protocols
 network management tools, with knowledge of general
features and capabilities, with substantial depth in
troubleshooting areas
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Skills  perform regular monitoring
 solve network related problems
 perform maintenance support
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Unit Title Provide First Level Remote Help Desk
Unit Descriptor This unit defines the competence required to provide advice
and support to clients including the communication of
comprehensive technical information.
1. Analyze client 1.1 New problems logged by client are checked

support issues 1.2 Previous logs for similar problems or requests from client
are checked
1.3 Support issues affecting the client are investigated and
documented
1.4 Client of the results of investigation and provide advice
and support on findings are notified
1.5 Client feedback and make changes are obtained
2. Provide advice 2.1 Software, hardware or network requirements with clients
on software, are confirmed
hardware or 2.2 Solution for the hardware and software problems are
network investigated and documented
2.3 Additional requirements discovered in the investigation and
refer them to the clients are documented
2.4 Approval from the client to implement the solutions are
obtained
2.5 Amount of technical support the client may require are
investigated and documented
2.6 Level of technical support identified with the client are
discussed and agreed
2.7 Time with the client when support will take place is
arranged
2.8 Technical support as part of group or one-to-one
instruction to the client is provided
2.9 Manuals and help documentation to the clients are
provided
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3. Obtain client 3.1 An appropriate evaluation or feedback form or other
feedback mechanism to gather feedback about the solution and
support provided are created.
3.2 Client with instructions on how to complete the form or use
other means of providing feedback is provided.
3.3 Evaluation or feedback to the client is distributed.
3.4 Feedback from the client to identify areas for improvement
is reviewed.
4.1 Appropriate communication method is selected based on
4. Lead Workplace
work place guideline.
Communication
4.2 Constructive contributions are made to workplace
discussions on such issues as production, quality and
safety.
4.3 Information regarding problems and issues are organized
coherently to ensure clear and effective communication.
4.4 Communication problems and issues are raised as they
arise.
Variable Range
Client May include but not limited to:
 internal departments, external organizations, individual
people and employees
Investigation May include but not limited to:
 on-site examination; questions and answers; active
listening to clients and colleagues; contacting vendor or
maintenance organizations; reviewing technical advice
about the organization
Advice and support May include but not limited to:
 provision of client documentation, manuals; one-to-one
training; identification of training need for referral to
supervisor; documentation from vendor; advice on software
supported by the organization,
 use of macros, statistical functions of spreadsheets,
creation of templates, generation of a complex report on a
database, password and log-on procedure;
 advice on hardware supported by the organization,
including but not limited to printers, laptops, notebooks,
CD-ROM, screens, disk drives, reconfiguration of settings,
operation of scanners
Solution May include but not limited to:
 new hardware, hardware upgrades, new software, software
upgrades, user training and implementing a new system
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Documentation May include but not limited to:
 a collection of records that describe the structure, purpose,
operation, maintenance and data requirements for a
computer program, operating system or hardware device
Evidence Guide
competence  convey comprehensive technical information to clients in a
clear, concise and coherent manner
 access technical manuals and help documentation and to
convey this information to the client in a concise and
jargon-free manner
 Convey information to enhance client efficiency
Knowledge and  Operating systems supported by the organization
Attitudes  Advanced features and functions of software
 Information sources
 Contract and service agreements with vendors
 Operating systems functions and basic features
 Hardware and software supported by the organization
 Features of different types of hardware
 Security and network guidelines and procedures
 Available in-house and vendor support
Underpinning Skills Demonstrates skills to:
 analyze support issues
 conduct investigation
 provide advice on software, hardware or network
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Unit Title Create Technical Documentation
Unit Descriptor This unit defines the competence required to create technical
documentation that is clear to the target audience and easy to
navigate.
1. Identify and 1.1 Client is consulted to identify documentation requirements

analyze 1.2 Documentation requirements are interpreted and evaluated,
documentation and details with the client confirmed
needs
1.3 Industry and documentation standards are investigated
for requirements
1.4 Scope of work is defined and documented to be produced
1.5 Client is consulted to validate and confirm the scope of
work
2. Design 2.1 Information requirements are identified with reference to
documentation layout and structure documented
2.2 Document templates and style guides are created
consistent with information requirements
2.3 Review of the system is conducted in order to understand
its functionality
2.4 Content that meets information requirements is extracted in
accordance with relevant copyright restrictions
2.5 Structure of the technical documentation is developed
giving focus to the flow of information, style, tone and
content format
2.6 Technical documentation structure is validated with the
client
3. Develop 3.1 Technical documentation is written based on the template
documentation and scope of work using the information gathered
3.2 Technical terminology is translated into plain English where
appropriated
3.3 Content format and style is applied in accordance with
relevant documentation standards and templates
4. Evaluate and 4.1 Technical documentation is submitted to appropriate
edit person for reviewed
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documentation 4.2 Feedback is gathered and analyzed
4.3 Alterations into the technical documentation is
incorporated
4.4 Technical documentation is edited for technical and
grammatical accuracy
Variable Range
organizations, individual people and internal employees
organizational policies, network or people in the organisation
Documentation May include but are not limited to policy relating to sign-off,
standards storage, distribution, revision. May include ISO/IEC/AS
standards, organizational standards, audit trails, naming
conventions, version control, project management templates and
report writing principles
System May include but is not limited to network, application, software,
business, computers, financial system, management system and
information system
Technical May include system or project specifications, system design,
documentation system functionality, reports, help references, technical manuals,
operational procedures, training materials and self-paced
tutorials, on-line help, user guides and brochures.
Content May include information and interactive features, such as product
information, company information, copyright and disclaimer
notices, site map, frequently asked questions, what's new,
customer-specific information, customer only information, error
messages, instructions, feedback mechanisms, reference pages,
forms, background articles, ratings/rankings/testimonials/quotes
from reviews, hyperlink titles.
Appropriate May include a supervisor, teacher, authorized business
person representative or client.
Channels May include text, audio, animation and graphics provided through
books, manuals, CD-ROMs, DVDs, computer-based tutorials,
help screens and the world wide web.
Evidence Guide
Critical aspects of Assessment must confirm the ability to create technical
competence documentation that meets business requirements, caters for a
diverse readership, is clear to the target audience and easy to
navigate such as
 identified and analyzed documentation needs
 designed documentation
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 developed documentation
 evaluated and edited documentation
Knowledge and  content features, such as clarity and readability
Attitudes  instructional design principles
 functions and features of templates and style guides
 document design, web design and usability
 the use of word processing software and multimedia authoring
tools
 identifying target audiences
 analyzing audience needs
 identifying relevant content
 determining appropriate content, formats and styles
 writing content
Skills  design documentation
 develop documentation
 evaluate and edit documentation
information on workplace practices.
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Occupational Standard: Hardware and Network Servicing II
Unit Title Operate Database Application
Unit Descriptor This unit defines the competency required to operate database
applications and perform basic operations.
1. Create 1.1 Database application is opened and designed

database incorporating basic design principles
objects 1.2 Database object is created according to database usage,
as well as user requirements
1.3 Database object is modified as required
1.4 Data in a table are added and modified according to
information requirements
1.5 Records are added, modified and deleted as required
1.6 Database objects are saved and compiled
2. Customize 2.1 Page layout is adjusted to meet user requirements
basic settings 2.2 Different toolbars are opened and viewed
2.3 Font is formatted as appropriate for the purpose of the
database entries
3. Create forms 3.1. Wizard used to create a simple form

3.2. Existing database opened and records through a simple
form modified
3.3. Objects within the form rearranged to accommodate
information requirements
4. Retrieve 4.1 Existing database is accessed and required records

information located
4.2 Simple query is created and required information retrieved
4.3 Query with multiple criteria is developed and required
information retrieved
4.4 Data are selected and appropriately displayed
5. Create reports 5.1 Reports are designed to present data in a logical
sequence or manner
5.2 Reports are modified to include/exclude additional
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requirements
5.3 Reports are distributed to appropriate person in
approved format
Variable Range
Occupational  Correct posture, lighting, and type of desk, type of monitor,
Health & Safety style of chair, typing position, repetitive strain injury
(OH&S) prevention, ventilation, light position, correct lifting method,
and length of time in front of computer.
 May also include physical safety considerations such as
general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral installations.
Design principles May include
 naming conventions
 data layout
 formatting
Page layout May include
 landscape
 portrait
Toolbars May can contain
 buttons
 menus or a combination of both
Font May include
 The combination of typeface and other attributes, such as
size, pitch, and spacing character or symbol.
Appropriate May include
person  a supervisor
 teacher
Objects May include
 buttons
 checkboxes
 option buttons
 text boxes
 drop down lists
equipment  Computers, DB applications, DBMS
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Evidence Guide
Critical Aspects of Assessment must ensure candidate has the ability –
Competence  to design and develop a simple database using a standard
database package
 to add data, use queries, and create forms and reports
 create and format documents
 customize basic settings to meet page layout conventions
Knowledge and  basic database design
Attitudes  basic settings and context
 relationships between tables (cardinality)
 forms, reports and queries for retrieving and displaying
information
Skills  create database objects
 customize basic settings
 retrieve information
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Unit Title Install and Optimizes Operating system Software
Unit Descriptor This unit defines the competence required to install operating
system (OS) software and to make adjustments as a means of
optimizing the system to accommodate business and client
needs clearly

1.1 Identify and demonstrate understanding of operating
1. Determine
system purposes
function of
operating 1.2 Distinguish between batch system, real-time system, multi-
system tasking system
1.3 Compare and contrast different operating systems and their
features
1.4 Identify and demonstrate the knowledge of basic operating
system functions, including file system, memory management,
process scheduling
1.5 Identify and demonstrate management of virtual memory
2.1 Contact operating system vendors to obtain technical
2. Obtain
specifications and system requirements
operating system
2.2 Identify the process and steps required to install and
configure the operating system using installation components
2.3 Document adjustment recommendations and provide to
appropriate person
2.4 Determine and apply knowledge of licensing, hardware and
security requirements
3.1 Install, configure and test operating system using installation
3. Install,
components and boot-utility options
configure and
optimize 3.2 Use the relevant operating system user interface to
operating correctly configure the installation
system 3.3 Optimise the system to meet organisational requirements
3.4 Document the system according to organisational
requirements
3.5 Install the operating system with minimal disruption to client
or users
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4.1 Provide one-to-one instruction about changes to the client
4. Provide
or users as required
instruction to
meet new 4.2 Obtain client evaluation about new system to ensure
software requirements are met, using appropriate feedback mechanism
requirements
Variable Range
Operating system  Microsoft Windows:
may include:  Windows Vista (32 bit versus 64 bit)
 Windows 7 (32 bit versus 64 bit) and above
Installation  configure power management:
components may  hibernate
include:  sleep timers
 standby
 demonstrate safe removal of peripherals
 device manager:
 driver signing
 install and update devices drivers
 verify
 directory structures:
 create folders
 navigate directory structures
 disk preparation order:
 Dual installation
 format drive
 partition
 start installation
 files:
 attributes
 creation
 extensions
 permissions
 file systems, such as FAT32 versus new technology file
system (NTFS)
 installation methods:
 boot media, such as DVD, CD, universal serial bus
(USB)
 factory recovery partition
 install from image
 network installation
 recover CD
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 operating system installation options:
 file system type
 network configuration
 repair installs
 user data migration - user state migration tool (USMT)
 verification of hardware compatibility and minimum
requirements
 Virtual memory
Appropriate  authorised business representative
person may  client
include:  Supervisor
Boot-utility options  automated system recovery (ASR)
may include:  boot options
 boot to restore point
 disk boot order or device priority
 emergency repair disk (ERD)
 recovery console
 recovery options
 safe mode
 Types of boot devices (disk, network, USB).
Operating system  Windows-adopting interface to undertake similar tasks with
user interface may chosen operating system:
include:  administrative tools, such as performance monitor, event
viewer, services and computer management
 command prompt utilities, such as ipconfig, Ping and
Telnet
 control panel
 location of basic network settings between OS versions
 MMC
 my computer
 my network places or home group
 run line utilities:
 cmd
 direct diagnostics (DXdiag)
 msconfig
 MSINFO32
 REGEDIT
 start menu
 task bar
 task manager
 Windows Explorer - Libraries in Windows 7.
Organizational  availability of system to be optimised
requirements  client support documentation
may include:  in-house or vendor
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 contracting arrangements relating to IT purchasing
 IT policy and procedures relating to service levels and
installation level of complexity of technical manuals.
Client may  department within the organisation
include:  person with special needs
 Person within a department third party.
Feedback  Interview
mechanism may  meeting
include:  Questionnaire survey.
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Evidence Guide
Competence  Install, configure and test an operating system to improve
system performance with minimum disruption to clients.

and Attitudes  current industry-accepted hardware and software
products
 functions and features of operating systems used by the
organisation
 installation and configuration of systems software
 architecture of current technical systems
 deployment of current organisational systems
 organisational requirements for operating system
software
 prerequisites for system software installation
 set-up and configuration procedures
 software packages supported by the organisation
 system’s current functionality
 system’s diagnostic software
 Vendor specifications and requirements for installation.
 liaise with people working across different levels and in
different contexts, such as operating system vendors and
clients
 literacy skills
 interpret technical computer installation manuals
 obtain written and verbal feedback from clients
 present information, such as the use of diagnostic tools
 provide verbal instructions to client technical skills
 install and configure operating system software
 Write instructions for clients
and to information on workplace practices and OHS practices
Methods of Competence may be assessed through

Assessment
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Unit Title Administrate Network and Hardware Peripherals
Unit Descriptor This unit defines the competence required to connect, install,
configure, maintain and troubleshoot local area network and
peripherals
1. Confirm 1.1 Client peripheral requirements are Identified and

requirements of confirmed in accordance with organizational standards.
client 1.2 Client requirements and peripherals needed are
documented in line with organizational standards and
report findings to the appropriate person.
1.3 Client requirements are verified with appropriate person in
line with organizational standards and reporting
procedures.
1.4 Action taken to ensure client support expectations are
covered by vendor warranty and support services.
2. Obtain required 2.1 Peripherals are obtained under instruction from
peripherals appropriate person.
2.2 Peripherals are entered into equipment inventory
according to organizational standards.
2.3 Contents of delivered components and physical contents
that match the packing list are validated and resolved
discrepancies if necessary.
2.4 Peripherals are stored according to vendor/manual
guidelines.
3. Connect 3.1 Timeframe for installation schedule is verified with the
hardware client requirement.
peripherals 3.2 Old peripherals are removed if they are being replaced
with minimal disruption to clients, taking into account
environmental considerations and OHS standards.
3.3 New peripherals are connected with minimum disruption
to clients, taking into account operating system
procedures.
3.4 The computer configured to accept the new peripherals
based on business requirement
3.5 Hardware peripherals are tested and confirmed to client
satisfaction, pay particular attention to possible impact on
other systems and make adjustments as required.
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4. Install and 4.1 Location of peripherals are planned to provide
Configure appropriate services to users and to take into
peripherals to a consideration OHS standards.
network 4.2 Peripherals are connected to network, using vendor-
approved method and technology.
4.3 Peripherals are connected to computers in the network
using parallel, serial or other direct connection methods
appropriate for the job order.
4.4 Peripherals are tested for correct operation based on
client’s specifications.
4.5 Required software is installed to manage local and
network-connected peripherals according to business
requirement software peripherals according to business
requirement.
4.6 Meaningful names are used for peripherals and control
queues
4.7 Security and access are configured to allow appropriate
users to make use of peripherals.
4.8 Workstation for peripherals is configured to allow
applications to work with peripherals.
5. Administer and 5.1 Priority is assigned to control queues based on
support organizational requirement.
peripheral 5.2 Settings on the network is configured to create
services
maintenance schedules, usage logs, and cost center usage
statistics
5.3 Methods are demonstrated to the user for using peripheral
services from their application or workstation
6. Use command 6.1 Outline command-line environment

line tools 6.2 Differentiate command-line and graphical user interface
(GUI) system
6.3 List command-line tools
6.4 Apply command-line tools in GUI environment
7. Maintain 7.1 A regular maintenance schedule is established and

peripherals and followed as recommended by peripheral manufacturer.
fix common 7.2 Consumables and components are replaced when
problems required.
7.3 Peripheral mishaps (unfortunate accident) and
malfunctions are fixed based on procedure.
7.4 Peripheral usage and traffic is monitored and
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recommend additional peripherals if needed.
7.5 Failures of peripheral services or devices are determined
and rectify as required.
8. Use and 8.1 Operating system is configured to suit the working
maximize environment, including but not limited to setting variables.
operating 8.2 Application software is installed, upgraded and uninstalled
system to suit the working environment.
8.3 Both graphical user interface and the command line
interface are used to perform basic tasks based on
clients.
8.4 Operating system and third-party utilities are used based
system requirement.
8.5 Graphical user interface is customized based on clients.
9. Support input 9.1 Input and output devices are set up and checked
and output functionality based on requirement.
devices 9.2 Drivers are installed as appropriate and checked
functionality-based vendor manuals.
9.3 Drivers are ensured to be properly working
Variable Range
organizations, individual people and employees
Peripherals  May include but are not limited to:
 Printers, scanners, tape cartridges
 Speakers, multimedia kits
 Personal computer, modems
 Input equipment may include mouse, touch pad, keyboard,
Organizational May include but are not limited to personal use of emails and
Standards internet access, content of emails, downloading information
and accessing particular websites, opening mail with
attachments, virus risk (MS windows OS and Mac OS only),
dispute resolution, document procedures and templates,
communication methods and financial control mechanisms
Appropriate May include a supervisor, teacher, authorized business
person representative or client
Equipment May include but is not limited to workstations, personal
computers, modems or other connectivity devices, printers,
hard drives, monitors, switches, hubs, personal digital assistant
(PDA) and other peripheral devices OH&S standards May
include correct posture, lighting, type of desk, type of monitor,
style of chair, typing position, repetitive strain injury prevention,
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time in front of computer.
Environmental May include disposal of packaging (e.g. cardboard,
considerations polystyrene, paper, plastic) and redundant hardware (e.g. hard
drives, circuit boards).
Occupational OHS precautions and measures may include against:
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary
 Fire
 Power accidents
Operating system May include Win7 and above, Sun Solaris/SunOS, HP-UX,
AIX, Silicon Graphics IRIX, DEC VMS, Mac OS X, Linux,
NetWare
User May include a person within a department, a department within
the organization or a third party
Network May include but is not limited to large and small LANs, WANs,
VPNs, the internet, the use of the PSTN for dial-up modems
Software May include but is not limited to commercial, in-house,
packaged or customized software
Applications May include database programs, word processors, email
programs, internet browsers, system browsers and
spreadsheets
Consumables May include but is not limited to ink cartridges, toner cartridges,
ribbons, floppy disks, CD-RW
Network May include but is not limited to Novell NetWare 5 or above or
operating system any operating system that has multi-user ability, Linux, Mac
OS, Windows 7 or above.
Tools and  Hardware peripherals and workstation
Equipment  Live network
 Cables
 Network operating system
 Soft wares
 Toolkit
 Cable tester
 Printer (laser printers and ink jet printers[mono or colored])
Command line  Ping Localhost (127.0.0.1)
tools may include:
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 Ipconfig
 Ipconfig/all
 Ping
GUI environment  Windows platforms.
may include but
not limited to:
Evidence Guide
Critical aspects of Assessment must confirm knowledge of

competence  peripheral technologies and how network peripherals
(hardware and software) are installed and configured
 ability to maintain networked peripherals in working order
 ability to safely connect hardware peripherals according to
vendor instructions with a minimum of down time to the
system
Knowledge and  current peripheral devices, such as scanners, multi-use
Attitudes devices, external modems
 how to configure peripherals for network use, with drivers and
cable connections
 organizational guidelines relating to external suppliers and
vendors
 general understanding of technical systems
 general knowledge of operating systems
 general knowledge of help desk and maintenance practices
 broad knowledge of input/output devices
Skills  connect hardware peripherals
 use operating system
 configure peripheral Services to manage peripherals
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Unit Title Implement Maintenance Procedures
Unit Descriptor This unit defines the competence required to set up
maintenance procedures to keep equipment and software
operating effectively and efficiently.
1. Determine best 1.1 Equipment and software to be maintained and

practices for implemented processes are identified to ensure future
equipment and acquisitions of equipment and software.
software 1.2 Vendor documentation, peer organizations or research
maintenance information detailing best practices in equipment and
software maintenance are identified to improve system
performance and reliability.
1.3 Requirements are obtained from user in the area of
equipment maintenance and reliability.
1.4 Procedures are documented for maintenance based upon
best practices.
2. Revise 2.1 Maintenance operation is monitored and reviewed where
practices, appropriate.
where 2.2 Problem areas including failures are identified to meet
appropriate service-level agreements, and consider changes to
maintenance procedures.
2.3 Changes are assessed in consultation with user, support
staff and third party suppliers.
2.4 Improvements are designed and implemented to
maintenance procedures.
3. Identify and 3.1 Warranty status of components and/or software is
analyze IT determined and documented according to vendor, project
system or organizational requirements.
components to 3.2 System architecture and configuration documentation
be maintained are reviewed for currency status.
3.3 Critical components and/or software are identified and
recommendations are documented regarding possible
service arrangements.
4. Apply 4.1 Preventative maintenance schedule is created based on
maintenance cost, business and service-level agreements requirements
procedures 4.2 Specific and appropriate maintenance procedure is
identified and applied based on cost, business and
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service-level agreements requirements
4.3 Recommended procedures are documented and
submitted for approval in accordance with organizational
requirements and service-level agreement
4.4 Implementing staff are oriented on the procedures and
ensured to follow the maintenance schedule
4.5 OHS is observed throughout the process
Variable Range
computers, modems and other connectivity devices, printers,
DSL modems, hard drives, monitors, switches, hubs, personal
digital assistants and other peripheral devices
Software May include but is not limited to commercial, in-house,
packaged or customized software
report writing, maintaining equipment inventory; client training
and satisfaction reports
Service-level May exist for many different infrastructure services, including
agreement communications carriers, ISPs, ASPs and SLAs for vendor
products, workload and performance considerations,
expectations regarding servicing, penalties, and charge back to
business units.
Systems May include but not limited to:
architecture  Operating system: Novell NetWare 5 or above or operating
system that has multi-user ability, Linux, Mac OS, Windows
7 or above
 Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
requests per second
Tools  Hardware and Software
 Blower
 Cleaning agents(alcohol, contact cleaner)
 Tool kit
 Maintenance Safety tools
 Multi meter
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gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary, Fire and Power accidents
Evidence Guide
Critical Aspects of Assessment must confirm ability to-
Competence  determine the best practice for hardware and software
maintenance
 set up efficient and responsive maintenance procedures to
keep equipment and software operating
Knowledge and  client business domain
Attitudes  current industry-standard hardware and software products
and its features
 equipment and software maintenance
 safety procedures and practices in computer maintenance
 techniques and procedure in determining system's current
functionality
 system performance and maintenance procedures
 operation and use of diagnostic tools
Skills  identify and analyze maintenance needs
 analyze IT system components to be maintained
 determine and apply best practices for equipment and
software maintenance
 use diagnostic tools
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Unit Title Maintain Equipment and Consumables
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Unit Descriptor This unit defines the competence required to maintain the
operation of basic computer hardware and peripherals
including the replacement of consumables.
1. Clean 1.1 Cleaning supplies are accessed and verified for usability
equipment on the selected equipment
1.2 Maintenance actions undertaken are recorded and
documented according to organizational procedures
1.3 Equipment’s are cleaned as per manufacturer
specifications and in line with organizational manuals
2. Replace and 2.1 Access consumables from storage points and record
maintain usage information in line with organizational procedures
consumables 2.2 Replace consumables when needed and log the action
and supplies undertaken
2.3 Dispose of consumables following environmental
guidelines
2.4 Test equipment to ensure it is in working order at set time
periods and in line with organizational procedures
3. Maintain 3.1 Equipment are identified which requires maintenance
equipment 3.2 Equipment is maintained as required by organizational
guidelines and manufacturer specifications.
3.3 Maintenance procedures are documented as required by
organizational guidelines.
3.4 Care is exercised to prevent interruption of business
activities during maintenance procedures
3.5 Unused equipment devices are stored in line with
manufacturer specifications and organizational guidelines
Variable Range
Tools and  Hardware and Software  Toolkit
Equipment  Blower  Static wrist strap
 Cleaning agents(alcohol,  Multi meter
contact cleaner)
Consumables May include disks, ribbons, printer toner, paper, cartridges,
cleaners and tape
computers, modems and other connectivity devices, printers,
hard drives, monitors, DSL modems, switches, hubs, and other
peripheral devices
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gasses, vapors
 Ergonomics
metabolic cycles
work out cycle
 Burglary, Fire and Power accidents
 Environmental guidelines - recycling, safe disposal of
packaging (e.g. cardboard, polystyrene, paper, plastic) and
correct disposal of redundant hardware (e.g. motherboards,
hard drives, circuit boards) by an authorized body
Evidence Guide
Critical Aspects of Assessment must confirm the ability to maintain equipment in
Competence working order and to replace equipment and consumables.
Knowledge and  OHS principles and concept
Attitudes  Equipment and consumables uses and characteristics
 Maintenance procedures and techniques
 Chemical storage, control and disposal
 Basic understanding of organizational systems, in relation to
storage and retrieval of information and equipment
 Basic knowledge of current industry-accepted hardware and
software and manufacturer maintenance guides
Skills  clean equipment
 maintain equipment
 interpreting manufacturer’s instructions
 writing maintenance reports
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TOP
Unit Title Connect Internal Hardware Component
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knowledge required to modify and connect system hardware
components according to client and user requirements.

1.1 Identify and categorise the different internal hardware
1. Identify,
components
categorize and
distinguish the 1.2 Explain and Distinguish the purpose and characteristics of
different types of the different internal hardware component categories
internal hardware
components
2.1 Identify and clarify user internal hardware component
2. Determine
requirements according to organisational guidelines
components
required 2.2 Organize and record user component requirements, pass on
to appropriate person for evaluation and vendor selection
3.1 Contact vendors to obtain technical specifications for the

3. Obtain
proposed components
components
3.2 Assess the options and provide recommendations to the
appropriate person for final analysis
3.3 Obtain components to prepare for installation
4.1 Develop plans, with prioritised tasks and contingency

4.Install
arrangements, for the installation of selected components with
components
minimum disruption to clients
4.2 Liaise with appropriate person to obtain approval for the
plans
4.3 Install and configure components according to plan,
installation procedures and organisational requirements
4.4 Test components for error-free performance, using available
technology
4.5 Identify and resolve identified problems
4.6 Test and enhance system performance, using knowledge of
the system, to meet organisational benchmarks
4.7 Document the installation and configuration process
according to organisation guidelines
5.1 Collect client or user feedback and analyse against client
5. Evaluate
requirements
modified system
5.2 Correct identified shortcomings in the system and record
actions
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Variable Range
Internal hardware  adapter card components:

components may  communications:
include:  modem
 network interface card (NIC)
 I/O:
 Parallel port
 small computer system interface (SCSI)
 serial port
 universal serial bus (USB)
 multimedia:
 capture cards
 sound card
 TV tuner cards
 video:
 AGP
 peripheral component interconnect (PCI)
 PCIe
 cooling system components:
 CPU and case fans
 heat sinks
 liquid cooling systems
 thermal compound
 CPU components and features:
 32 bit versus 64 bit
 hyper threading
 identify CPU types:
 AMD
 Intel
 multi-core:
 dual core
 quad core
 triple core
 onchip cache:
 L1
 L2
 speed (real versus actual)
 display device components:
 connector types:
 component or RGB
 DVI pin compatibility
 HDMI
 S-Video
 VGA
 LCD technologies:
 contrast ratio
 native resolution
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 resolution (e.g., XGA, SXGA+, UXGA, WUXGA)
 projectors, CRT and LCD
 settings:
 degauss
 multi-monitor
 refresh rate
 resolution
 memory components and features:
 ECC versus non-ECC
 parity versus non-parity
 single channel versus dual channel
 single sided versus double-sided
 speed:
 PC100
 PC133
 PC2700
 PC3200
 DDR3-1600
 DDR2-667
 types:
 DRAM
 SRAM
 SDRAM
 DDR or DDR2 or DDR3
 RAMBUS
 motherboard components:
 basic input/output system (BIOS), complementary metal
oxide semiconductor (CMOS) or Firmware:
 CMOS battery
 POST
 bus architecture
 bus slots:
 AGP
 AMR
 CNR
 PCI
 PCIe
 Personal Computer Memory Card International
Association (PCMCIA)
 chipsets
 contrast RAID (levels 0, 1, 5)
 form factor:
 ATX or BTX
 micro ATX
 NLX
 I/O interfaces:
 IEEE 1394 or Firewire
 modem
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 NIC
 parallel
 PS/2
 serial
 sound
 USB 1.1 and 2.0
 video
 memory slots:
 DIMM
 RIMM
 SIMM
 SODIMM
 parallel advanced technology attachment (PATA):
 EIDE
 IDE
 processor sockets
 riser card or daughterboard
 serial advanced technology attachment (SATA)
 eSATA
 power supply components:
 AC adapter
 ATX proprietary
 pins (20, 24)
 voltage selector switch
 voltage, wattage and capacity
 storage devices and backup media components:
 floppy disk drive (FDD)
 hard disk drive (HDD): solid state versus magnetic
 optical drives, such as CD, DVD, RW or blu-ray
 removable storage:
 external CD-RW and hard drive
 hot swappable devices and non-hot swappable devices
 solid state (e.g. thumb drive, flash, SD cards, USB)
 Tape drive.
Organizational  communication methods
guidelines may  content of emails
include:  dispute resolution
 document procedures and templates
 downloading information and accessing particular
websites
 financial control mechanisms
 opening mail with attachments
 personal use of emails and internet access
 Virus risk.
Appropriate person  authorised business representative
may include:  client
 Supervisor
Clients may include:  department within the organisation
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 person within a department
 Third party.
Organizational  how and what the organisation wants in regard to work
requirements may environment
include:  preventative maintenance and diagnostic policy
 problem solution processes
 roles and technical responsibilities in the IT department
 Vendor and product service level support agreements.
Evidence Guide
Critical Aspects of  Demonstrates a knowledge and skills of:
Competence  identify and categorise the different types of internal
hardware components
 modify system's hardware to meet client requirements
 plan the modification and connect internal hardware
components according to vendor and technical
specifications
 Install components across a variety of situations and
account for unexpected contingencies.
Required Knowledge  Demonstrates knowledge of:
and Attitudes  areas of the operating system relevant to configuration
and testing
 current industry-accepted hardware and software
products
 environmental considerations in e-waste disposal
 organizational guidelines and organizational requirements
with regard to safety, recycling and component installation
 system's diagnostic software and current functionality
 Vendor specifications and requirements for component
installation.
Required Skills Demonstrates and communication skills to:
 consult with peers and supervisors, and internal and
external clients
 interpret technical computer installation manuals
 interpret user manuals and help functions
literacy skills to:
 organise resources for one-to-one instruction plan,
prioritise and organise work write technical reports and
maintain records planning and organisational skills to
address technical issues problem-solving skills to
anticipate and respond to a range of driver-related
errors that may arise
technical skills to:
 Comprehend how the operating system will
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communicate with the installed component install
components test components using available
technology test system performance.
Resource Implications  Access is required to real or appropriately simulated

situations, including work areas, materials and
equipment, and to information on workplace practices
and OHS practices.

Assessment
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Apply Problem -Solving Techniques to Routine
Unit Title
Malfunction
Unit Descriptor This unit defines the competence required to apply problem
solving techniques to determine the origin and plan for the
resolution of a routine malfunction.
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1. Identify 1.1 Hardware, software, user or procedural problem
problems areas are identified to appropriate person in the
organization
1.2 Problems to be investigated are defined and determined
1.3 Current conditions of the hardware, software, user and
problems are objectively identified and documented
2. Determine 2.1 Possible causes are identified based on experience and

fundamental / the use of diagnostic tools and analytical techniques.
root causes of 2.2 Possible cause statements are developed based on
the problem findings
2.3 Fundamental causes are identified per results of
diagnosis and investigation conducted
3. Recommend 2.1 Potential solutions to problems are identified

solutions to 2.2 Recommendations about possible solutions are
problem developed, documented, ranked and presented to the
appropriate person for decision
2.3 Implementation and evaluation of solutions are planned
2.4 Recommended solutions are documented and
submitted to the appropriate person for confirmation
4. Participate in 4.1 Effective questioning, active listening and speaking skills
Workplace are used to gather and convey information.
Communication 4.2 Defined workplace procedures for the location and
storage of information are used
4.3 Workplace data is recorded on standard workplace forms
and documents.
4.4 Basic mathematical processes are used for routine
calculations.
Variable Range
Health & Safety Correct posture, lighting, type of desk, type of monitor, style
(OH&S) of chair, typing position, repetitive strain injury prevention,
time in front of computer. May also include licensing-related
and physical safety considerations such as general electrical
safety and cabling, power supply and leads as they apply to
computer and peripheral installations.
Appropriate person May include but not limited to:
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 a supervisor, teacher, authorized business representative
or client
 Workstations, personal computers
 Modems or other connectivity devices
 Networks
 Remote sites
 Servers
 commercial, in-house, packaged or customized software
User May include but not limited to:
 a person within a department, a department within the
organization or a third party
Problem May include but not limited to:
 routine malfunctions or problems that affect the
immediate work environment, particularly in relation to
using equipment such as workstations, keyboards,
peripherals
Solutions May include but not limited to:
 new hardware, hardware upgrades, new software,
software upgrades, user training or implementing a new
system
equipment  Basic computer maintenance tool kit & Safety tools
 Computer
 Antivirus software & Recovery software
 Password cracker (hiren boot, live boot, wondershare and
etc.
Evidence Guide
Critical Aspects of Assessment must confirm the ability to
Competence  apply problem solving techniques to determine the root
cause of a routine malfunction or to refer the problem
according to escalation procedures
 recommend solution to the problem
Knowledge and  Broad knowledge of help desk and maintenance practices
Attitudes  Current industry-accepted hardware and software
capabilities and detailed knowledge in some areas
 Broad knowledge of the operating system
 Broad knowledge of current industry practices
 Broad knowledge of diagnostic tools
 Decision making within a limited range of options
 Clear and precise communication that varies according to
audience
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 Team participation
 Time management as applied to self-management
 Analytical skills in relation to routine malfunctions
 Customer service skills
 Questioning and active listening to clarify general
information
 Identify problems
 Using range of formal problem solving techniques
 Identifying and clarifying the nature of the problem
 Devising and recommending the best solution to the
problem
 Evaluating the solution
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
practices.
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Unit Title Care for Network and Computer Hardware
Unit Descriptor This unit defines the competence required to maintain
computer hardware. It includes locating sitting of hardware for
safe and efficient utilization and reducing risk of infection.
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1. Identify 1.1 External hardware components and peripherals are
computer identified based on business requirement
hardware 1.2 Internal hardware components are identified as needed
components
1.3 Requirements specified by hardware manufacturers are
reviewed, recorded and applied where appropriate.
1.4 Quality standards of hardware components and
associated peripherals are determined and recorded
1.5 Relationship of computer hardware and software is
determined and established for proper functioning of the
system
1.6 Safe work practices are determined, recorded and
applied, taking into account legal and manufacturer
requirements
2. Establish 2.1 Suitable environmental conditions are determined and
location applied for hardware and peripherals
requirements 2.2 General orientation and proper functioning of different
for hardware computer platforms are considered in locating computer
and
peripherals 2.3 System protection devices are determined and applied
to keep hardware form damage.
2.4 Requirements are determined and applied when moving
hardware.
2.5 Suitable storage principles are determined and applied for
hardware and associated peripherals and media.
2.6 Business requirements are considered and applied in
respect of hardware location
2.7 Functions of computer hardware and associated OHS
standards and environmental concerns are considered
3. Monitor threats 3.1 Use third-party software or utilities to evaluate and report
to the network on system security
3.2 Review logs and audit reports to identify security threats
3.3 Carry-out spot checks and other security strategies to
ensure that procedures are being followed
3.4 Investigate and implement inbuilt or additional encryption
facilities
3.5 Prepare and present an audit report and recommendations
to appropriate person
3.6 Obtain approval for recommended changes to be made
4. Establish 3.1 Maintenance requirements specified by the equipment
maintenance manufacturer are determined.
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practices 3.2 Maintenance schedules including removal of dust and
grease build -up are produced
3.3 Diagnostic functions including replacing suspect
components with other serviceable components and
reloading of associated software are performed
3.4 Software security settings to prevent destructive software
from infecting the computer are configured
3.5 Unserviceable components are determined whether
replaceable through warranty, replacement or upgrade
3.6 Diagnostic functions are performed using the operating
system and third-party diagnostic tools
Variable Range
External hardware May include but not limited to:
 screen, keyboard, mouse, disk drives, USB, serial and
parallel ports
Internal hardware May include but are not limited to: CPU, memory chip,
components motherboard, video display card, network interface card,
sound card, cabling.
Hardware May include but not limited to workstations, personal
computers, modems and other connectivity devices,
networks, DSL modems, remote sites, servers
Peripherals may include but are not limited to:
• Printers, scanners, tape cartridges
• Speakers, multimedia kits
• Personal computer fax/modems
Safe work May include correct posture, lighting, type of desk, type of
monitor, style of chair, typing position, correct lifting method,
repetitive strain injury prevention, ventilation, light position
and length of time in front of computer
Computer platforms May include but are not limited to: Apple Macintosh and PCs,
and the various operating systems used on each.
System protection May include but are not limited to surge protection and
devices uninterruptible power supplies
Business May include cost and quality, robustness, industry standard
requirements components and capability for further system upgrades
Environmental May include but is not limited to:
concerns  recycling, safe disposal of packaging (e.g. cardboard,
polystyrene, paper, plastic) and correct disposal of
redundant hardware (e.g. motherboards, hard drives,
circuit boards) by an authorized body
 handling of hazardous materials
Security threats May include eavesdropping, manipulation, impersonation,
penetration, denial of service, by-pass, hacking, viruses
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Security strategies May include privacy, authentication, authorization and
integrity, and usually relates directly to the security objectives
of the organization.
Encryption facilities May include features or protocols such as RSA public key,
PGP (pretty good privacy), symmetric ciphers, asymmetric
public-key ciphers, sniffers, PKI, SSH, Deslogin, PKZIP,
secure socket layer (SSL), digital signatures
gasses, vapors
 Ergonomics
metabolic cycles
work out cycle
 Burglary, Fire and Power accidents such as handling of
mains electricity and handling of high-impedance devices
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)
Maintenance May include on-site response, remote diagnostics or return to
depot
Components May include motherboards, CMOS battery, central
processing unit (CPU), CD and DVD drives, interface cards,
drives fax/modem cards, RAM upgrades, CPU upgrades.
Operating system May include but is not limited to Linux 6.0 or above, Windows
7 or above, Apple OS 8 or above
Evidence Guide
Critical aspects of Assessment must ensure the ability to –
Competence  establish safe work practices
 establish sitting requirements for system hardware and
associated peripheral devices
 establish maintenance practices and determine
appropriate hardware quality standards
 determine, select, explain and use hardware components,
peripheral equipment and consumables correctly and
efficiently according to the task requirement
 identify and monitor threats to network
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Knowledge and  Ergonomic principles to avoid back, wrist and eye strain
Attitudes  Basic knowledge of current industry-accepted hardware
and software products, with broad knowledge of general
features and capabilities
 OHS principles and responsibilities; and specific to
equipment powered by mains electricity
 Viruses, worms and other security issues
 System hardware and associated peripherals functions
 Potential environmental effects of common types of
hardware
 Importance of maintenance
 Handling of high-impedance devices
 Span of quality levels in common hardware
 Systems technologies, with broad knowledge of general
features and capabilities and substantial depth in some
areas
 Risk analysis, with broad knowledge of general features
 Broad knowledge of specific security technology
 Broad knowledge of privacy issues and legislation
 Determine best location for hardware and peripherals
 Determine hardware quality standards
 Identify computer Hardware components
 Report writing skills for business requiring depth in some
range of areas
practices.
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Unit Title Update and Document Operational Procedures
Unit Descriptor This unit defines the competence required to assess, update and
document the operational procedures required to use the system.
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1. Assess technical 1.1 Current version of technical and user documentation is
and user reviewed based on the latest operational procedures.
documentation 1.2 Accuracy of technical and user documentation is compared with
current system functionality.
1.3 Inaccuracies are identified and documented for future reference.
2. Update 2.1 Operational procedure requirements are determined using
procedures review outcomes.
2.2 Operating procedures are developed / updated for the system.
2.3 Proposed operating procedures are submitted to appropriate
person.
3. Update 3.1 Feedback is reviewed and appropriate changes are made as
documentation needed.
3.2 Technical and user documentation are updated to incorporate
changes.
3.3 Technical and user documentation are submitted to appropriate
person for final approval.
3.4 Technical and user documentation are distributed as agreed with
appropriate person.
4. Work in Team 4.1 Role and objective of the team is identified from available
Environment sources of information
4.2 Team parameters, reporting relationships and responsibilities are
identified from team discussions and appropriate external
sources
4.3 Individual role and responsibilities within the team environment is
identified
4.4 Roles and responsibility of other team members are identified
and recognized
4.5 Reporting relationships within team and external to team
are identified
4.6 Effective and appropriate forms of communications used and
interactions undertaken with team members who contribute to
known team activities and objectives
4.7 Contribution is made to the development of team work plans
based on understanding of team’s role and objectives and
individual competencies of the members
Variable Range
Occupational Health OHS precautions and measures may include against:
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& Safety (OH&S)  Physical hazards – impact, illumination, pressure, noise, vibration,
temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke, gasses,
vapors
 Ergonomics
metabolic cycles
 Physiological factors – monotony, personal relationship, work
out cycle
 Burglary
 Fire
 Power accidents
Tools and  Documentation and manuals
Equipment  Soft wares
Types and Sources  Internet
of Information  System or project related documentation
 Staffing resources
 Technical and user documentation
 Operational procedure
Technical and user May include system or project specifications, system design, system
documentation functionality, reports, help references, technical manuals, operational
procedures, training materials and self-paced tutorials, help and
Support Function, user guides and brochures.
System May include but is not limited to networks, software, databases,
applications, servers, operating systems, gateways.
Appropriate person May include a supervisor, teacher, authorized business representative
or client
Evidence Guide
Critical aspects of Assessment must confirm the ability to manage the production of
Competence clear, easy-to-read procedures conforming to required standards for
the utilization of the specified system.
Knowledge and  documentation standards and tools
Attitudes  client business domain
 role of stakeholders and the degree of stakeholder involvement
 current business practices in relation to preparing reports
 review and update technical and user documentation
 update procedures
 update documentation
Implication including work areas, materials and equipment, and to information on
workplace practices and OHS practices.
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Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
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Occupational Standard: Hardware and Network servicing II
Unit Title Record Client Support Requirements
Unit Descriptor This unit defines the competence required to record, prioritize and
escalate client support requests.
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1. Log requests for 1.1 Client support requests and requirements are recorded
support according to organizational standards
1.2 Client support history and details are reviewed
1.3 The information is checked and requested for accuracy and
urgency according to organizational standards
2. Prioritize support 2.1 Relevant guidelines are identified for prioritizing or rating client
requests with requests
appropriate 2.2 Client requests are prioritized based on its criticality or impact
personnel on the business
2.3 Requests are referred to an appropriate person or department
for assistance
2.4 Appropriate persons involved with client support are to be
communicated
3. Receive and 3.1 Required information is gathered by listening attentively and

Respond to
correctly interpreting or understanding information/ instructions.
Workplace
Communication 3.2 Instructions/information are properly recorded.
3.3 Instructions are acted upon immediately in accordance with
information received
3.4 Written notices and instructions are read and interpreted
correctly in accordance with organizational guidelines
3.5 Routine written instruction is followed in sequence
3.6 Feedback is given to workplace supervisor based on the
instructions/information received
Variable Range
• internal departments, external organizations, individual people
and employees
standards • Variables may include but are not limited to:
• Security procedures
• Logged call procedures
• Client liaison policy
• Escalation procedures
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• Preventative maintenance and diagnostic policy
• Roles and technical responsibilities in the IT department
• Vendor and product service-level support agreements
Appropriate person May include but not limited to:
• a supervisor, teacher, vendor business representative, help
desk person or subject matter expert
Evidence Guide
Competence • accurately log calls and record,
• prioritize and escalate client support requests according to
organizational policy and procedures
Knowledge and • organizational procedures for rating and prioritizing client
Attitudes requests
• broad knowledge of escalation procedures
• roles and responsibilities of it division
• broad knowledge of maintenance procedures
• business scheduling requirements
• current business practices in relation to preparing reports and
documents
• broad knowledge of diagnostic tools
• basic analytical concepts for questioning and gathering
information
• log requests for support
• perform questioning and active listening in clarifying client
requirements and gathering important information
• customer service skills in relation to receiving requests for
support
• skills in handling difficult clients in relation to receiving
requests for support
• conflict resolution skills in relation to receiving requests for
support
• writing reports and workplace documentation
Resources Implication Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
Assessment Methods Competency may be assessed through:
• Interview / Written Test / Oral Questioning
• Observation / Demonstration
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Occupational Standard: Hardware and Network Servicing Level II
Unit Title Prevent and Eliminate MUDA
Unit Descriptor This unit covers the knowledge, skills and attitude required by a
worker to prevent and eliminate MUDA/wastes in his/her
workplace by applying scientific problem-solving techniques and
tools to enhance quality, productivity and other kaizen elements
on continual basis It covers responsibility for the day-to-day
operation of the work and ensures Kaizen Elements are
continuously improved and institutionalized.

1. Prepare for 1.1. Work instructions are used to determine job requirements,
work. including method, material and equipment.
1.2. Job specifications are read and interpreted following working
manual.
1.3. OHS requirements, including dust and fume collection,
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breathing apparatus and eye and ear personal protection
needs are observed throughout the work.
1.4. Appropriate material is selected for work.
1.5. Safety equipment and tools are identified and checked for
safe and effective operation.
2. Identify MUDA 2.1 Plan of MUDA and problem identification is prepared and
and problem implemented.
2.2 Causes and effects of MUDA are discussed.
2.3 All possible problems related to the process /Kaizen elements
are listed using statistical tools and techniques.
2.4 All possible problems related to kaizen elements are identified
and listed on Visual Management Board/Kaizen Board.
2.5 Tools and techniques are used to draw and analyze current
situation of the work place.
2.6 Wastes/MUDA are identified and measured based on
relevant procedures.
2.7 Identified and measured wastes are reported to relevant
personnel.
3. Analyze causes 3.1 All possible causes of a problem are listed.
of a problem. 3.2 Cause relationships are analyzed using4M1E.
3.3 Causes of the problems are identified.
3.4 The root cause which is most directly related to the problem is
selected.
3.5 All possible ways are listed using creative idea generation to
eliminate the most critical root cause.
3.6 The suggested solutions are carefully tested and evaluated for
potential complications.
3.7 Detailed summaries of the action plan are prepared to
implement the suggested solution.
4. Eliminate MUDA 4.1. Plan of MUDA elimination is prepared and implemented by medium
and Assess KPT members.
effectiveness of 4.2. Necessary attitude and the ten basic principles for improvement
the solution. are adopted to eliminate waste/MUDA.
4.3. Tools and techniques are used to eliminate wastes/MUDA based on
the procedures and OHS.
4.4. Wastes/MUDA are reduced and eliminated in accordance with OHS
and organizational requirements.
4.5. Tangible and intangible results are identified.
4.6. Tangible results are compared with targets using various types of
diagrams.
4.7. Improvements gained by elimination of waste/MUDA are reported to
relevant bodies.
5. Prevent 5.1. Plan of MUDA prevention is prepared and implemented.
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occurrence of 5.2. Standards required for machines, operations, defining normal
wastes and and abnormal conditions, clerical procedures and procurement
sustain are discussed and prepared.
operation. 5.3. Occurrences of wastes/MUDA are prevented by using visual
and auditory control methods.
5.4. Waste-free workplace is created using 5W and 1Hsheet.
5.5. The completion of required operation is done in accordance
with standard procedures and practices.
5.6. The updating of standard procedures and practices is
facilitated.
5.7. The capability of the work team that aligns with the
requirements of the procedure is ensured and trained on the
new Standard Operating Procedures (SOPs).
Variable Range
OHS requirements May include, but not limited to:
 Are to be in accordance with legislation/ regulations/codes of
practice and enterprise safety policies and procedures. This may
include protective clothing and equipment, use of tooling and
equipment, workplace environment and safety, handling of
material, use of fire fighting equipment, enterprise first aid, hazard
control and hazardous materials and substances.
 PPE are to include that prescribed under
legislation/regulations/codes of practice and workplace policies
and practices.
 Safe operating procedures are to include, but are not limited to
the conduct of operational risk assessment and treatments
associated with workplace organization.
 Emergency procedures related to this unit are to include but may
not be limited to emergency shutdown and stopping of equipment,
extinguishing fires, enterprise first aid requirements and site
evacuation.
Safety equipment May include, but not limited to:
and tools  Dust masks/goggles
 Glove
 Working cloth
 First aid and
 Safety shoes
Statistical tools and May include, but not limited to:
techniques  7 QC tools May include, but not limited to:
 Stratification
 Pareto Diagram
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 Cause and Effect Diagram
 Check Sheet
 Control Chart/Graph
 Histogram and Scatter Diagram
 QC techniques May include, but not limited to:
 Brain storming
 Why analysis
 What if analysis
 5W1H
Tools and May include, but not limited to:
techniques  Plant Layout
 Process flow
 Other Analysis tools
 Do time study by work element
 Measure Travel distance
 Take a photo of workplace
 Measure Total steps
 Make list of items/products, who produces them and who uses
them & those in warehouses, storages etc.
 Focal points to Check and find out existing problems
 5S
 Layout improvement
 Brainstorming
 Andon
 U-line
 In-lining
 Unification
 Multi-process handling &multi-skilled operators
 A.B. control (Two-point control)
 Cell production line
 TPM (Total Productive Maintenance)
Relevant May include, but not limited to:
procedures  Make waste visible
 Be conscious of the waste
 Be accountable for the waste and measure the waste.
4M1E May include, but not limited to:
 Man
 Machine
 Method
Material and Environment
Creative idea May include, but not limited to:
generation  Brainstorming
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 Exploring and examining ideas in varied ways
 Elaborating and extrapolating
 Conceptualizing
Medium KPT May include, but not limited to:
 5S
 4M (Machine, Method, Material and Man)
 4p (Policy, Procedures, People and Plant)
 PDCA cycle
Basics of IE tools and techniques
The ten basic May include, but not limited to:
principles for  Throw out all of your fixed ideas about how to do things.
improvement  Think of how the new method will work- not how it won.
 Don’t accept excuses. Totally deny the status quo.
 Don’t seek perfection. A 5o percent implementation rate is fine as
long as it’s done on the spot.
 Correct mistakes the moment they are found.
 Don’t spend a lot of money on improvements.
 Problems give you a chance to use your brain.
 Ask “why?” At least five times until you find the ultimate cause.
 Ten people’s ideas are better than one person.
 Improvement knows no limits.
Tangible and May include, but not limited to:
intangible results  Tangible result may include quantifiable data
 Intangible result may include qualitative data
various types of May include, but not limited to:
diagrams.  Line graph
 Bar graph
 Pie-chart
 Scatter diagrams
 Affinity diagrams
Visual and auditory May include, but not limited to:
control methods  Red Tagging
 Sign boards
 Outlining
 Add ones
 Kanban, etc.
5W and 1H May include, but not limited to:
 Who
 What
 Where
 When
 Why and
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 How
Standard Operating May include, but not limited to:
Procedures  The customer demands
(SOPs).  The most efficient work routine (steps)
 The cycle times required to complete work elements
 All process quality checks required to minimize defects/errors
 The exact amount of work in process required
Evidence Guide
Critical Aspects of Demonstrate knowledge and skills to:
Competence  Discuss why wastes occur in the workplace
 Discuss causes and effects of wastes/MUDA in the workplace
 Analyze the current situation of the workplace by using
appropriate tools and techniques
 Identify, measure, eliminate and prevent occurrence of wastes
by using appropriate tools and techniques
 Use 5W and 1H sheet to prevent
 Detect non-conforming products/services in the work area
 Apply effective problem-solving approaches/strategies.
 Implement and monitor improved practices and procedures
 Apply statistical quality control tools and techniques.
Underpinning Demonstrate knowledge of:
Knowledge and  Targets of customers and manufacturer/service provider
Attitude  Traditional and kaizen thinking of price setting
 Kaizen thinking in relation to targets of manufacturer/service
provider and customer
 value
 The three categories of operations
 the 3“MU”
 wastes occur in the workplace
 The 7 types of MUDA
 QC story/PDCA cycle/
 QC story/ Problem solving steps
 QCC techniques
 7 QC tools
 The Benefits of identifying and eliminating waste
 Causes and effects of 7 MUDA
 Procedures to identify MUDA
 Necessary attitude and the ten basic principles for improvement
 Procedures to eliminate MUDA
 Prevention of wastes
 Methods of waste prevention
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 Definition and purpose of standardization
 Standards required for machines, operations, defining normal
and abnormal conditions, clerical procedures and procurement
 Methods of visual and auditory control
 TPM concept and its pillars.
 Relevant OHS and environment requirements
 Method and Lines of communication
 Methods of making/recommending improvements.
 Reporting procedures
 Workplace procedures associated with the candidate's regular
technical duties
 organizational structure of the enterprise
Underpinning Skills Demonstrate skills to:
 Draw & analyze current situation of the work place
 Use measurement apparatus (stop watch, tape, etc.)
 Calculate volume and area
 Apply statistical analysis tools
 Use and follow checklists to identify, measure and eliminate
wastes/MUDA
 Identify and measure wastes/MUDA in accordance with OHS
and procedures
 Use tools and techniques to eliminate wastes/MUDA in
accordance with OHS procedure.
 Apply 5W and 1H sheet
 Update and use standard procedures for completion of required
operation
 Apply Visual Management Board/Kaizen Board.
 Detect non-conforming products or services in the work area
 Work with others
 Read and interpret documents
 Observe situations
 Solve problems
 Communicate information
 Gather evidence by using different means
 Report activities and results using report formats
 Implement and monitor improved practices and procedures
Implication including work areas, materials and equipment, and to information on
workplace practices and OHS practices.
Assessment  Interview/Written Test
 Observation/Demonstration with Oral Questioning
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Context of Competence may be assessed in the work place or in a simulated
Assessment work place setting.
NQTF Level I
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Occupational Standard: Hardware and Network Servicing Level I
Unit Title Connect Hardware Peripherals
Unit Descriptor This unit defines the competence required to connect
hardware peripherals according to instructions and a
workstation or networked computer to the internet.
1. Confirm 1.1 Client peripherals are identified requirements and

requirements of confirmed in accordance with organizational
client standards
1.2 Client requirements and peripherals needed are
documented in line with organizational standards
and findings are reported to the appropriate person
1.3 Client requirements are verified with appropriate
person in line with organizational standards and
reporting procedures
1.4 Action must be taken to ensure client support
expectations are covered by vendor warranty and
support services
2. Obtain required 2.1 Peripherals are obtained under instruction from
peripherals appropriate person
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2.2 Peripherals are entered into equipment inventory
according to organizational standards
2.3 Validate those contents of delivered components and
physical contents match the packing list and resolve
discrepancies, if necessary
2.4 Peripherals are stored according to vendor/manual
guidelines
3. Connect hardware 3.1 Timeframe for installation schedule is verified with the
peripherals client in accordance with the organization requirements
3.2 Old peripherals are removed and/or replaced with
minimum disruption to clients taking into account
environmental considerations and OHS standards
3.3 New peripherals are connected with minimum
disruption to clients and taking into account the
operating system procedures
3.4 The computer is configured to accept the new
peripherals
3.5 Hardware peripherals are tested and confirm client
satisfaction, particular attention must be paid to
possible impact on other systems and adjustments are
made as required
4. Connect 4.1 Workstations are connected to the internet through
workstation to the the existing internet connection and functionality
internet confirmed
4.2 Internet browser software is launched to enable
access to the internet and functionality confirmed
Variable Range
Occupational Health May include but not limited to:
& Safety (OH&S) Occupational health and Safety aspects of relevant
organizational activities must be considered May include
correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length
of time in front of computer. May also include licensing-
related and physical safety considerations such as general
electrical safety and cabling, power supply and leads as
they apply to computer and peripheral installations
Peripherals May include but not limited to:
 Input equipment may include mouse, touch pad,
keyboard, pens, scanners, Web camera, Barcode reader,
Finger print scanner.
 Output equipment may include printers, Monitor, tape
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cartridges, speakers
 Multimedia kits
 Personal computer, modems, Hub/switch,
Head/Earphone, photo copier, fax machine
 Digital camera, mobile phones, palmtops and personal
digital assistants (PDAs), laptops, and desktop
computers
 Bluetooth devices, universal serial bus (USB), firewire
(IEEE 1394), HDMI, SD card Reader
Organizational  Personal use of emails(i.e. Gmail, Hotmail and etc..) and
standards internet access, content of emails, downloading
information and accessing particular websites, opening
mail with attachments, virus risk (MS windows OS and
Mac OS only), dispute resolution, document procedures
and templates, communication methods and financial
control mechanisms
Appropriate person supervisor, teacher, authorized business representative or
client
Operating system May include but not limited to:
 Wins 7,8,10, 11, Sun Solaris/SunOS, HP-UX, AIX,
Silicon Graphics IRIX, DEC, VMS, Mac OS X, Linux,
NetWare
people and employees
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistant (PDA) and
other peripheral devices
OHS standards May include but not limited to:
 correct posture, lighting, Appropriate desk
Internet connection May include but not limited to:
 Ad-hoc, cable, ISDN, broadband or satellite
Business May include but not limited to:
requirements  speed of access, money available, technical support
required and other specific internet needs
Features May include but not limited to:
 May be in relation to cost, connectivity, services,
connection type and support
Workstation May include but not limited to:
 Personal computers, networked computers, laptops and
etc...
 commercial, in-house, packaged or customized software
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Connection device May include but not limited to:
 ADSL modem, cable modem or ISDN
Vendor instructions User manual, written instructions from meetings, verbal
request or help desk, and search engine references.
 Linux 7.0 or above, Windows 7 or above, Apple OS X or
above
Internet browser May include but not limited to:
software  Netscape Navigator, Internet Explorer, Mozilla, chrome,
Opera and others.
Internet An interconnected system of networks that connects
computers around the world via TCP/IP or FTP protocols
Tools and equipment May include but not limited to:
 Organization’s hardware blueprint
 Vendor support staff (on call if assessment is a live
activity)
 Additional staff if required to support the assessment
 Hardware peripherals and workstation
 Personal computer
 Internet connection
 Modem or other connectivity device
 Network tool kits
 Paper
Evidence Guide
competence  safely connect hardware peripherals according to vendor
instructions with a minimum of down time to the system
(competence is required in the connection of five
different peripherals)
 ability to interpret vendor manuals in relation to the
storage and connection of hardware peripherals
 application of OHS regulations relating to working with
electrical equipment
 ability to connect a workstation or networked computers
to the internet
Knowledge and  OHS procedures for electrical equipment
Attitudes  inventory procedures
 organizational guidelines relating to external suppliers
and vendors
 technical systems
 creating communication with ISP and telecom service
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organizations
 help desk and maintenance practices
 current industry-accepted hardware and software
capabilities and detailed knowledge in some areas
 input/output devices the range of internet service
providers (ISPs) and the varying plans, technologies and
services they offer
 Connect hardware peripherals
 Connect workstation to the internet
and to information on workplace and OHS practices.
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Unit Title Operate Personal Computer
Unit Descriptor This unit defines the competence required to operate a
personal computer, including starting the PC, logging in, using
and understanding desktop icons and their links to underlying
programs, navigating a directory structure, saving work,
printing, closing down the PC and word processing.

1.1 Peripheral device connections for correct position are
1. Start and
Shutdown the checked
computer 1.2 Input voltage for the device based on the OHS standards
are checked
1.3 Power at both the power button and computer are
switched on
1.4 Save important documents and programs to minimize risk
of data loss
1.5 Save any work to be retained and close open application
programs
1.6 Shut down computer and switch off any unused peripheral
Devices
2. Access basic 2.1 User name and password are inserted as prompted and
system noted access, privacy, security and related conditions of
information use displayed on introductory screens
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2.2 Operating system are navigated to access system
information to identify system configuration and
application versions in operation
2.3 help and support functions are used as required
3. Navigate and 3.1 Desktop icons are created and customized
Manipulate 3.2 Desktop icons are selected, opened and closed to access
desktop application programs
environment
3.3 Application windows are manipulated and desktop returned
to original conditions
4. Organize basic 4.1 Directories and subdirectories are created and named
directory/ folder 4.2 Attributes of directories are identified
structure and
files 4.3 Subdirectories between directories are copy and moved
4.4 Directories as required are renamed, Hide/show
4.5 Directories and subdirectories are accessed via different
paths
5. Organize files 5.1 System browser are used to search drives for specific
for user and/or files
organization 5.2 Most commonly used types of files in the directories are
requirements accessed
5.3 Groups of files are selected, opened and renamed as
required
5.4 Files between directories are moved
5.5 Files to disks are copied/backup
5.6 Deleted files are restored as necessary
5.7 Disks are erased and formatted as necessary
6. Print 6.1 Printers are added if required and ensured to have correct
information printer settings
6.2 Default printer are changed if appropriate
6.3 Information is printed from an installed printer
7. Operate 7.1 Documents and customize basic settings are created to
application meet page layout conventions
software 7.2 Document and create tables are formatted
7.3 Images and use mail merge are added
7.4 Basic print settings and print documents are selected
Variable Range
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Peripheral device May include but not limited to:
 mouse, keyboard, visual display unit, monitor and printer
OHS standards May include but not limited to:
 correct posture, lighting, type of desk, type of monitor,
style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting method,
 may also include physical safety considerations such as
general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
Computer May include but not limited to:
 laptops, workstations, servers or other devices
Operating System May include but not limited to:
above
System May include but not limited to:
information  hardware and software components that run a computer
Help and support  Instruction manual or a portion of the manual, integrated
functions into the program.
Application May include but not limited to:
programs  database programs, word processors, PowerPoint, Publisher,
email programs, internet browsers, system browsers and
spreadsheets
Attributes May include but not limited to:
 Indicates several properties of the directory, for example,
they indicate whether the directory is read-only, whether it
needs to be backed up, and whether it is visible or hidden
System browser May include but is not limited to Windows Internet explorer
Disks May include but not limited to:
 CDs, CD-RW (compact disks-read write), DVD RW, zip disks,
flash drives, solid state hard drives
Printer settings May include but not limited to:
 layout, paper size, paper tray, cartridge type, number of
copies, orientation
Evidence Guide
Critical aspects of  Must confirm the ability to use software, navigate around the
competence desktop, use system features to perform tasks, and save
results of work
 Must ensure the ability to create open and retrieve
documents, customize basic settings, format documents,
create tables, add objects and images, and save and print
documents
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Knowledge and  Organizational benchmarks for minimum typing skills,
Attitudes including speed and accuracy
 Creating and opening documents
 Formatting documents
 Inserting tables and images
 Saving, printing and closing documents
 Mail merge function
 Basic keyboarding skills
 Computer functions
 Basic parts of a computer and various hardware components
 Storage devices and basic categories
 Basic software operation
 Access basic system information
 Operate application software
information on workplace and OHS practices.
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Unit Title Protect Application or System Software
Unit Descriptor This unit defines the competence required to keep application
or system software working effectively. It includes detecting
and removing destructive software
1. Ensure user 1.1 Check whether you logon by Administrator or not.

accounts are 1.2 Modify default user settings to ensure that they conform
controlled to security policy
1.3 Previously created user settings are modified to ensure
they conform to updated security policy
1.4 Ensure legal notices displayed at logon are appropriate
1.5 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity
1.6 Emails are monitored to uncover breaches in compliance
with legislation
1.7 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
2. Detect and 2.1 Common types of destructive software are defined and
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remove identified
destructive 2.2 Virus protection compatible with the operating system
software in use are selected and installed
2.3 Advanced systems of protection are described in order
to understand allow/disable and further options
2.4 Software updates on a regular basis are installed
2.5 Software security settings are configured to prevent
destructive software from infecting computer
2.6 Virus protection software are run and/or scheduled on a
regular basis
2.7 Detected destructive software are reported to appropriate
person and remove the destructive software
3. Identify and 3.1 Common types of spam are defined and identified
take action to 3.2 Appropriate action is taken in order to protect
stop spam unauthorized access of spammers
3.3 Spam filters are configured and used
3.4 Spams are reported and documented to identify the
security threats and be able to perform recommended
action
Variable Range
Destructive May include but not limited to:
Software  Viruses, File viruses, System sector viruses, Macro viruses,
Worms, Trojans, Logic bombs and Spy ware
Virus protection May include but not limited to:
 There are various antivirus software applications available.
Some include: F-Secure, McAfee, Panda Antivirus,
Protector Plus Antivirus, Symantec's Norton Antivirus,
Command Antivirus, Vet. AMI virus, Smadav, Avast and
etc...
 Linux 6.0, 7.0 or above, Windows 7 or above, Apple OS 8
or above
Software Updates May include but not limited to:
 Service packs and service releases, Security patches,
Automatic online updates, and Virus scanning engine
Updates and Virus definition updates
Spam May include but not limited to:
 unsolicited commercial electronic messaging, where
electronic messaging covers emails, instant messaging,
SMS and other mobile phone messaging, but does not
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cover normal voice-to-voice communication by telephone
Appropriate action May include but not limited to:
 Delete the spam
 Block the sender by configuring spam filter.
 Unsubscribe from mailing list, if company is reputable.
Maintenance May include but not limited to:
 on-site response, remote diagnostics or return to depot
equipment  appropriate software and diagnostic tools
 computer hardware
 records and reports
Evidence Guide
Critical aspects of Assessment must ensure the ability to establish :
Competence  safe work practices,
 Siting requirements for system hardware and associated
peripheral devices.
 maintenance practices and determine appropriate
hardware quality standards
 Assessment must confirm the ability to identify, isolate and
protect a system from destructive software by installing
virus protection and software updates and to identify and
take counter-action against SPAM.
Knowledge and  General OH&S principles and responsibilities
Attitudes  OH&S principles specific to equipment powered by mains
electricity
 Viruses, worms and other security issues
 System hardware and associated peripherals functions
 Potential environmental effects of common types of
hardware
 Importance of maintenance
 Handling of high-impedance devices
 Communication skills
 Span of quality levels in common hardware
 Software related to hardware operations
 Basic knowledge of identification of spam and virus
intrusions and appropriate remedial action
 Broad general knowledge of operating systems supported
by the organization
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 Broad general knowledge of computer hardware
 Basic knowledge types protective applications used
against viruses and spam
 Spam Act and associated guidelines
Skills  Establish location requirements for hardware and
peripherals
 Establish maintenance practices
and to information on workplace practices and OHS practices.
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Unit Title Install Software Application
Unit Descriptor This unit defines the competence required to install or
upgrade basic software applications using a commercial
applications program.
1. Determine 1.1 Client requirements are documented and reported to

software and appropriate person in accordance with the workplace
upgrade standard
requirements 1.2 Act on instructions to meet client requirements in line
with organizational requirements
2. Obtain software 2.1 Application program that best conforms to

or software requirements and organizational policies are investigated
upgrade and selected
2.2 Application program under instruction is obtained from
appropriate person
2.3 Licensing requirements and record are determined in
line with organizational guidelines
2.4 Target computer is ensured to conform with the
minimum hardware and operating system requirements
of the application program
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3. Install or 3.1 New or upgraded software are installed in accordance
upgrade with appropriate person or organizational instructions
software 3.2 Installation process is completed efficiently and
effectively with minimal disruption
3.3 Testing and acceptance are carried out in line with
corporate guidelines, paying particular attention to
possible impact on other systems
3.4 Ensure client requirements are satisfied in accordance
with the organizational standard
3.5 Outstanding client issues are referred to appropriate
person as necessary
Variable Range
people and internal employees
Application May include but not limited to:
program  database programs, MS-Office, email programs, internet
browsers ,system browsers, Anti-virus and spreadsheets
Licensing May include but not limited to:
requirements  type of license, cost of license, support provided, and
number of licenses required
Computer May include but not limited to:
 laptops, workstations and servers
 workstations, personal computers
 modem or other connectivity device, including DSL
modems
 networks
 remote sites
 servers
Operating System May include but not limited to:
above.
Upgraded software May include but not limited to:
 Commercial software applications(MS-office 2007 and
above); organization-specific software
Impact May be in relation to installation time, effect on normal
business, problems and data entry.
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requirements  guidelines, corporate purchasing, licensing arrangements
and budget
Health and Safety  correct posture, lighting, and type of desk, type of monitor,
(OHS) style of chair, typing position, repetitive strain injury
 licensing-related and physical safety considerations such
as general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
equipment  basic computer maintenance tool kit
 computer, antivirus software , recovery software, safety
tools
Evidence Guide
Critical aspects of  Assessment must confirm the ability to install software applications
Competence through operating system instructions
 Configure computer to accept new software or upgrade.

Knowledge and  organizational guidelines for purchasing
Attitudes  licensing arrangements and responsibilities
 software copyright responsibilities
 operating systems supported by the organization
 hardware storage devices
 input/output devices
 client business domain
 technical writing and reporting
Skills  determine software or software upgrade requirements
 provide general customer service
 perform decision making in a limited range of options
 problem solving of known problems in routine procedures
 plain English literacy and communication skills in relation to
the presentation of information
 report writing skills for business requiring some analysis and
evaluation of information in a defined range of areas
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Unit Title Develop Keyboard Skills
knowledge required to develop basic keyboard skills using touch
typing techniques.

1. Use safe work 1.1 Workspace, furniture and equipment are adjusted to suit user
practices ergonomic requirements
1.2 Work organization is ensured to meet organizational and
Occupational Health and Safety (OHS) requirements for
computer operation
1.3 Established safety procedures are followed when
conducting work
2. Identify and 2.1 Keyboard functions are identified and applied for both alpha
develop and numeric keyboard functions
keyboard skills
2.2 Touch typing technique is applied to complete a task
2.3 Speed and accuracy are developed in accordance with
workplace requirements for level of responsibility
3. Check accuracy 3.1 Document is proofread carefully to identify errors
3.2 Document and correct errors are amended
3.3 A final document accuracy check is completed
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Variable Range
Ergonomic may include but not limited to:
requirements  avoiding radiation from computer screens
 chair height, seat and back adjustment
 document holder
 footrest
 keyboard and mouse position
 lighting
 noise minimisation
 posture
 screen position
 workstation height and layout
Safety procedures may include but not limited to::
 completing required documentation
 local, state and federal legislation
 Materials Safety Data Sheets (MSDSs)
 National Health and Medical Research Council guidelines
 following OHS guidelines relevant to workplace
 maintenance and use of cleaning apparatus in a work
environment, such as:
 disposing of spilled substances, dangerous products,
'sharps' and waste correctly
 maintaining stocks of cleaning equipment (e.g. disposable
gloves, liquid repellent aprons, disinfectant)
 sterilizing and/or disposing of cleaning equipment
 using appropriate cleaning equipment to clean spillages
and breakages
 wearing protective clothing, protective eye wear when in
contact with body fluids or chemicals that may splash
 using and storing toxic and hazardous materials correctly
 keeping workplace clean and tidy
 office practice manual
 displaying health and safety brochures, magazines and other
material
 undergoing operator training when using new equipment or
processes
special guidelines in a medical setting
Work organization may include but not limited to:
 exercise breaks
 mix of repetitive and other activities
 rest periods
 visual display unit (VDU) eye testing
Touch typing may vary according to:
technique  level of competency of operator
 workplace requirements
Speed and must be:
accuracy  consistent with degree of experience of operator
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 relevant to level of responsibility
Evidence Guide
Critical aspects of Evidence of the following is essential:
Competence  applying touch typing technique to enter alphanumeric
characters
 safely using keyboard
Knowledge and  key provisions of relevant legislation from all forms of
Attitudes government that may affect aspects of business operations,
such as OHS
 Organizational benchmarks for keyboarding.
 communication skills to identify lines of communication, to
request advice, to effectively question, to follow instructions
and to receive feedback
 literacy skills to identify work requirements, to comprehend
basic workplace documents, and to produce and proofread
simple documents
 problem-solving skills to solve routine problems in the
workplace, while under direct supervision
 technology skills to use equipment safely while under
direction, and to use basic keyboard, touch typing and mouse
skills to produce simple documents
Methods  Interview / Written Test
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Unit Title Create and Use Spreadsheets
knowledge required to operate spreadsheet applications and
perform basic operations, including creating and formatting
spreadsheet data, incorporating charts and objects, and
customising and printing spreadsheets.

1. Select and 1.1 Workspace, furniture and equipment are adjusted to suit user
prepare ergonomic, work organization and Occupational Health
resources and Safety (OHS) requirements
1.2 Energy and resource conservation techniques are used to
minimise wastage in accordance with organizational and
statutory requirements
1.3 Spreadsheet task requirements are identified and clarified
with relevant personnel as required
2. Create 2.1 Ensure data is entered, checked and amended in
spreadsheets accordance with organizational and task requirements, to
maintain consistency of design and layout
2.2 Spreadsheet is formatted using software functions, to
adjust page and cell layout to meet information requirements,
in accordance with organizational style and presentation
requirements
2.3 Ensure formulae are used and tested to confirm output
meets task requirements, in consultation with appropriate
personnel as required
2.4 Manuals, user documentation and online help are used to
overcome problems with spreadsheet design and production
3. Produce simple 3.1 Chart type and design that enables valid representation of
charts numerical data are selected and organizational and task
requirements are met
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3.2 Chart is created using appropriate data range in the
spreadsheet
3.3 Chart type and layout are modified using formatting features
4. Finalise 4.1 Spreadsheet and any accompanying charts are previewed,
spreadsheets adjusted and printed in accordance with organizational and
task requirements
4.2 Ensure data input meets designated time lines and
organizational requirements for speed and accuracy
4.3 Spreadsheet is named and stored in accordance with
organizational requirements and exit the application without
data loss/damage
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Variable Range
Ergonomic May include but not limited to:
requirements  avoiding radiation from computer screens
 chair height, seat and back adjustment
 document holder
 footrest
 keyboard and mouse position
 lighting
 noise minimisation
 posture
 screen position
 workstation height and layout
Work organization may include but not limited to:
requirements  exercise breaks
 mix of repetitive and other activities
 rest periods
Conservation may include but not limited to:
techniques  double-sided paper use
 recycling used and shredded paper
 re-using paper for rough drafts (observing confidentiality
requirements)
 utilising power-save options for equipment
Spreadsheet task may include but not limited to:
requirements  data entry
 output
 presentation
 storage
Data may include but not limited to:
 numbers
 text
Checking may include but not limited to:
 accuracy of data
 accuracy of formulae with calculator
 ensuring instructions with regard to content and format have
been followed
 proofreading
 spelling, electronically and manually
Formatting may include but not limited to:
 alignment on page
 efficiency of formulae
 enhancements to format - borders, patterns and colours
 enhancements to text
 headers/footers
 use of absolute and relative cell addresses
 use of cell addresses in formulae
Software functions may include but not limited to:
 adding/deleting columns/rows
 formatting cells
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 formatting text
 headers/footers
 sizing columns/rows
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Formulae may include but not limited to:
 absolute cell referencing and/or mixed references
 average
 division
 maximum
 minimum
 multiplication
 subtraction
 sum
 combinations of above
Chart types may include but not limited to:
 area
 bar
 column
 exploded pie
 line
 pie and 3-D pie
 scatter/bubble
 stacked/multiple bar
 stacked, 3-D column
Features may include but not limited to:
 axes
 axis title
 borders
 chart title
 colours
 data labels
 data tables
 fills
 gridlines
 legend
 lines
 patterns
Printing may include but not limited to:
 fit on one page
 fit specific number of pages
 with formulae
 with values
Designated time may include but not limited to:
lines  organizational time line e.g. financial requirements
 time line agreed with internal/external client
 time line agreed with supervisor/person requiring
spreadsheet
Storing data may include but not limited to:
 authorised access
 filing locations
 organizational policy for backing up files
 organizational policy for filing hard copies of spreadsheets
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 security
 storage in electronic folders/sub-folders
 storage on CD-ROM, zip drives, USB memory
Evidence Guide
Critical aspects of Evidence of the following is essential:
Competence  designing a minimum of two spreadsheets
 using cell-based formulae
 creating charts using relevant data
 knowledge of purpose and range of use of spreadsheet
functions
Knowledge and  formatting of workplace documents
Attitudes  organizational requirements for ergonomic standards, work
periods and breaks, and conservation techniques
 organizational guidelines on spreadsheet manipulation and
processing
 purpose and range of use of spreadsheet functions
 communication skills to clarify requirements of spreadsheet
 editing and proofreading skills to check own work for accuracy
 keyboarding skills to enter text and numerical data
 literacy skills to read and understand organization's
procedures, and to use basic models to produce a range of
spreadsheets
 numeracy skills to create and use spreadsheet formulae
Methods  Interview / Written Test
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Maintain Inventories of Equipment, Software and
Unit Title
Documentation
Unit Descriptor This unit defines the competence required to record and store
details of software, hardware and technical documentation.
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1. Document and 1.1 Hardware inventory is maintained that creates a profile
update or description of each piece of equipment specification
inventory 1.2 Software inventory and licenses are maintained and
updated, as required, particularly when upgrading
software
1.3 Storage of user documentation or technical manuals are
recorded and organized
2. Store technical 2.1 Action is taken to ensure software, hardware and
documentation equipment not in use, stored in a manner as
recommended by technical manuals
2.2 Ensure technical documentation is stored securely
2.3 Technical documentation are accessed and disseminated
as required by clients
Variable Range
Health & Safety Correct posture, lighting, and type of desk, type of monitor,
(OH&S) style of chair, typing position, repetitive strain injury
and length of time in front of computer. May also include
licensing-related and physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
Hardware  list of personal computers, networked systems, personal
inventory organizers, communications equipment
 peripherals may include printers, scanners, tape cartridges,
speakers, multimedia kits; keyboard equipment, including
mouse, touch pad, keyboard and pens
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistants and other
peripheral devices
Software inventory List of commercial software applications; organization-
specific or customized software; word processing,
spreadsheet, database, graphic, mail, internet browsers;
driver utilities and presentation functionalities with theirs Type,
size, version etc...
Evidence Guide
Competence  accurately and regularly update and maintain the software,
equipment and technical documentation inventory
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according
 identify storage and retrieval policy and procedures
 software licensing requirements are adhered to according
to vendor specifications
 inventories are regularly accessed and kept up-to-date
 demonstrate workplace documentation and maintenance
of technical manual
Underpinning Demonstrates:
Knowledge and  Basic understanding of software licensing requirements
Attitudes  Broad knowledge of inventory principles and procedures
 Storage of equipment and software
 Inventory principles and concept; techniques and
procedures
Skills  perform inventory activities
 document and update inventory
 store technical documentation
 writing reports and documentation
 literacy skills in regard to workplace documentation and
technical manuals
and to information on workplace practices and OHS practices.
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Unit Title Identify and Use Network Hand Tools
knowledge required to use basic network tools to assist in
using a network basically
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1. Basic network 1.1.General network will be introduced

Overview 1.2. Types of networks are identified
1.3. Forms of ethernet cables are identified
2.1.Identify appropriate Network hand tools

2. Identify and
Uses of basic 2.2.Identify appropriate Power tools
Network hand-
tools 2.3. Uses and functions of network hand tools
2.4.Appropriate use of network hand tools
2.5.Review OHS requirements for tool use
3.1 Assistance is sought from workgroup when difficulties arise
3. Work with
others and addressed through discussions.
3.2 Support is provided to team members to ensure
workgroup goals are met.
3.3 Information relevant to work is shared with team members
to ensure designated goals are met.
Variable Range
 Straight through
 Crossover
Ethernet cables
 Rollover
Network hand  Cutter

tools  Crimper
 cable stripper
 cable testers
 multimeter
 punch down tool
 Toner probe etc…
gasses, vapors Ergonomics
 Psychological factors – over exertion/ excessive force,
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metabolic cycles Physiological factors – monotony,
personal relationship, work out cycle
 Burglary
 Fire
 Power accidents
Evidence Guide
Critical aspects Assessment must ensure the ability to –
of Competence  Identify and safely using of the network hand-tools
Knowledge and  current network hand-tools(toolkits), such as Cutter, Crimper,
Attitudes cable, stripper, cable testers
 how to use network hand-tools, with network cable
 organizational guidelines relating to external suppliers and
vendors
 general understanding of technical systems
 current industry-accepted network hand-tools products
Skills  Use network hand-tools
 Technology skills to use hand-tools safely, properly, timely

Implication including work areas, materials and network toolkits, and to
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Unit Title Access and Use Internet
Unit Descriptor This unit defines the competence required to access internet
and complete basic web search tasks. It includes finding
required information.
1. Access 1.1 Internet browser is opened and a home page of personal

internet choice set up by setting internet options
1.2 Display/view modes is adjusted to suit personal
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requirements
1.3 Toolbar is modified to meet user and browsing needs
1.4 Particular site is accessed and retrieved data/download
1.5 Images are loaded or not loaded depending on modem

speed, computer and browser capabilities
1.6 URL is opened to obtain data and browse link
1.7 Cookies and history of internet browser are deleted as

precaution from virus infection
2. Search 2.1 Search engines are opened and search requirements

internet defined using a range of search parameters
2.2 Search results are saved and presented as a report
according to the information required
2.3 Bookmarks are created for required web page and saved
in associated bookmark folder
2.4 Page set up options is modified and web page or the
required information printed
2.5 Proxy server is set upped in Internet browser
2.6 Browser is shut down and exited
2.7 OHS and netiquette principles are observed through the
process
3.1 Work goals and plans are negotiated and agreed with
3. Organize and assistance from appropriate persons
Complete Daily
3.2 An understanding of the relationship between individual work
Work Activities
goals and plans, and organizational goals and plans is
developed
3.3 Workload is planned and prioritized within allocated timeframes
3.4 Tasks are completed within designated time lines and in
accordance with organizational requirements and instructions
3.5 Progress of task is communicated to supervisor or colleagues as
required
Variable Range
Internet browser  Netscape Navigator
 Internet Explorer
 Mozilla
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 Chrome
 Opera
 Galleon
 Phoenix
 Conqueror
 Lynx
Internet options  configuring of the following options: home page, location of
temporary files, privacy level, security level, type of connection
and history
Toolbar  buttons
 menus
 a combination of both
Search engine  Northern Light
 AOL NetFind
 Hotbot
 LookSmart
 Yahoo
 Netscape
 Open Text
 WebCrawler
 Meta Search
 Snap
 Quest finder
 Ask Jeeves
 Google
 Metacrawler
 Alta Vista
 Excite
 Infoseek
 Findlink
 Lycos
 Go To Dot Com
 Beaucoup
 Search.com
 Go2Network
 Savvy Search
 Profusion
 Dogpile
 Meta gopher
Appropriate may include but not limited to:

persons  colleagues
 other staff members
 supervisors, mentors or trainers
requirements  access and equity principles and practice
 anti-discrimination and related policy
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 business and performance plans
 ethical standards
 goals, objectives, plans, systems and processes
 legal and organization policies, guidelines and requirements
 OHS policies, procedures and programs
quality and continuous improvement processes and standards
Search  key words
parameters  Logical operators
OHS  As per company, statutory and vendor requirements.
Ergonomic and environmental factors must be considered
during the demonstration of this competency
 Occupational Health and Safety guidelines related to use of
screen based equipment, computing equipment and
peripherals, and ergonomic work stations; security
procedures; customization requirements
Netiquette  Is sometimes referred to as web etiquette and is an informal
code of manners governing online conduct which may include
but is not limited to the use of upper and lower case letters in
messages, not spamming other users, not posting commercial
messages to newsgroups, learning to lurk before posting,
respect for other's time, privacy and bandwidth
Evidence Guide
Critical aspects Assessment must ensure the ability to –
of Competence  browse the internet
 search for information
Knowledge and  General OHS principles and responsibilities
Attitudes  Makeup and structure of web addresses
 Basic technical terminology in relation to reading help files and
prompts
 Logging procedures relating to accessing a PC
 Modem speed, traffic loads in relation to times of accessing
the internet
 Evaluating and assessing the authority, reliability and
authenticity of information
 Organizational guidelines on internet and
webettique/netiquette
 Security, viruses, privacy legislation, copyright
 Different types of search engines
 Types of software
Skills  Basic analysis in relation to a limited range of routine areas
 Low level decision making in relation to a limited range of
routine areas
 Problem solving skills in known areas during normal routine
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 Reading and writing at a level where basic workplace
documents are understood
 Communication is clear and precise
 Interpretation of user manuals
 Cultural understanding
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Unit Title Apply 5S Procedures
Unit Descriptor This unit covers the knowledge, skills and attitude required to apply
5S techniques to his/her workplace. It covers responsibility for the
day-to-day operations of the workplace and ensuring that continuous
improvements of Kaizen elements are initiated and institutionalized.

1. Prepare for work. 1.1. Work instructions are used to determine job requirements,
including method, material and equipment.
1.2. Job specifications are read and interpreted following working
manual.
1.3. OHS requirements, including dust and fume collection,
breathing apparatus and eye and ear personal protection needs
are observed throughout the work.
1.4. Tools and equipment are prepared and used to implement 5S.
1.5. Safety equipment and tools are identified and checked for
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safe and effective operation.
1.6. Kaizen Board (Visual Management Board) is prepared and used
in harmony with different workplace contexts.
2. Sort items. 2.1. Plan is prepared to implement sorting activities.
2.2. Cleaning activities are performed.
2.3. All items in the workplace are identified following the
appropriate procedures.
2.4. Necessary and unnecessary items are listed using the
appropriate format.
2.5. Red tag strategy is used for unnecessary items.
2.6. Unnecessary items are evaluated and placed in an appropriate
place other than the workplace.
2.7. Necessary items are recorded and quantified using
appropriate format.
2.8. Performance results are reported using appropriate formats.
2.9. Necessary items are regularly checked in the workplace.
3. Set all items in 3.1. Plan is prepared to implement set in order activities.
order. 3.2. General cleaning activities are performed.
3.3. Location/Layout, storage and indication methods for items are
decided.
3.4. Necessary tools and equipment are prepared and used for
setting in order activities.
3.5. Items are placed in their assigned locations.
3.6. After use, the items are immediately returned to their assigned
locations.
3.7. Performance results are reported using appropriate formats.
3.8. Each item is regularly checked in its assigned location and
order.
4. Perform shine 4.1 Plan is prepared to implement shine activities.
activities. 4.2 Necessary tools and equipment are prepared and used for
shinning activities.
4.3 Shine activity is implemented using appropriate procedures.
4.4 Performance results are reported using appropriate formats.
4.5 Regular shining activities are conducted.
5. Standardize 5S. 5.1. Plan is prepared and used to standardize 5S activities.
5.2. Tools and techniques to standardize 5S are prepared and
implemented based on relevant procedures.
5.3. Checklists are followed for standardize activities and reported
to relevant personnel.
5.4. The workplace is kept to the specified standard.
5.5. Problems are avoided by standardizing activities.
6. Sustain 5S. 6.1. Plan is prepared and followed to sustain 5S activities.
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6.2. Tools and techniques to sustain 5S are discussed, prepared
and implemented based on relevant procedures.
6.3. Workplace is inspected regularly for compliance to specified
standard and sustainability of 5S techniques.
6.4. Workplace is cleaned up after completion of job and before
commencing next job or end of shift.
6.5. Situations are identified where compliance to standards is
unlikely and actions specified in procedures are taken.
6.6. Improvements are recommended to lift the level of compliance
in the workplace.
6.7. Checklists are followed to sustain activities and report to
relevant personnel.
6.8. Problems are avoided by sustaining activities.
Variable Range
OHS requirements May include, but not limited to:
 Legislation/Regulations/Codes of practice and enterprise safety
policies and procedures. This may include protective clothing and
equipment, use of tooling and equipment, workplace environment
and safety, handling of material, use of fire fighting equipment,
enterprise first aid, hazard control and hazardous materials and
substances.
 Personal protective equipment is to include that prescribed under
legislation/regulations/codes of practice and workplace policies
and practices.
 Safe operating procedures are to include, but are not limited to
the conduct of operational risk assessment and treatments
associated with workplace organization.
 Emergency procedures related to this unit are to include but may
not be limited to emergency shutdown and stopping of
equipment, extinguishing fires, enterprise first aid requirements
and site evacuation.
equipment  Paint
 Hook
 Sticker
 Signboard
 Nails
 Shelves
 Chip wood
 Sponge
 Broom
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 Pencil
 Shadow board/Tools board
Safety equipment May include, but not limited to:
and tools  Dust masks/goggles
 Glove
 Working cloth
 First aid and safety shoes
Items May include, but not limited to:
 Tools
 Jigs/Fixtures
 Materials/components
 Machine and equipment
 Manuals
 Documents
 Personal items (e.g. Bags, lunch boxes and posters)
 Safety equipment and personal protective equipment
 Other items which happen to be in the work area
The appropriate May include, but not limited to:
procedures  Steps for implementing 5S (sort, set in order and shine) activities.
 Written, verbal and computer based or in some other format.
Unnecessary items Are not needed for current production or administrative operation
and include but not limited to:
 Defective or excess quantities of small parts and inventory
 Out dated or broken jigs and dies
 Worn-out bits
 Out dated or broken tools and inspection gear
 Old rags and other cleaning supplies
 Electrical equipment with broken cords
 Out dated posters, signs, notices and memos
 Some locations where unneeded items tend to accumulate
 In rooms or areas not designated for any particular purpose
 In corners next to entrances or exists
 Along interior and exterior walls
 Next to partitions and behind pillars
 Under the eaves of warehouses
 Under desks and shelves and in desk and cabinet drawers
 Near the bottom of tall stacks of items
 On unused management and production schedule boards
 In tools boxes that are not clearly sorted
Appropriate format May include, but not limited to:
 All items, necessary and unnecessary items.
Red tag A format prepared with a red color paper or card which is filled and
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attached temporarily on the unnecessary items until decision is
made. The red tag catch people’s attention because red is a color
that stands out. So to fill and attach red tag on items, asks the
following three questions:
 Is this item needed?
 If it is needed, is it needed in this quantity?
 If it is needed, does it need to be located here?
Necessary items Are required in the workplace for current production or
administrative operation in the amount needed.
Shine activity May include, but not limited to:
 Inspection
 Cleaning
 Minor maintenance May include, but not limited to:
 Tightening bolts
 Lubrication and Replacing missing parts
techniques to  5S Job Cycle Charts
standardize 5S  Visual 5S
 The Five Minute 5S
 Standardization level checklist
 5S checklist
 The five Whys and one How approach(5W1H)
 Suspension
 Incorporation and Use Elimination
 5S slogans
 5S posters
 5S photo exhibits and storyboards
 5S newsletter
 5S maps
 5S pocket manuals
 5S department/benchmarking tours
 5S months
 5S audit
 Awarding system
 Big cleaning day
 Patrolling system May include, but not limited to:
 Top management Patrol
 5S Committee members and Promotion office Patrol
 Mutual patrol
 Self-patrol
 Checklist and Camera patrols
Relevant May include, but not limited to:
procedures  Assign 5S responsibilities
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 Integrate 5S duties into regular work duties
 Check on 5S maintenance level
 OHS measures such as signage, symbols / coding and labelling
of workplace and equipment
 Creating conditions to sustain your plans
 Roles in implementation
Reporting May include, but not limited to:
 Verbal responses
 Data entry into enterprise database
 Brief written reports using enterprise report formats
Relevant personnel May include, but not limited to:
 Supervisors, managers and quality managers
 Administrative, laboratory and production personnel
 Internal/external contractors, customers and suppliers
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge to:
Competence  Discuss how to organize KPT.
 Describe the pillars of 5S.
 Discuss the relationship between Kaizen elements.
 Implement 5S in own workplace by following appropriate
procedures and techniques.
Required Demonstrates knowledge of:
Knowledge and  Kaizen principle, pillars and concept
Attitudes  Key characteristic of Kaizen
 Elements of Kaizen
 Wastes/MUDA
 Basics of KPT
 Aims, benefits and principles of KPT
 Stages of KPT
 Structure and role of the components of Junior KPT
 Concept and parts of Kaizen board
 Concept and benefits of 5S
 The pillars of 5S
 Three stages of5S application
 Benefits and procedure of sorting activities
 The concept and application of Red Tag strategy
 Relevant Occupational Health and Safety (OHS) and environment
requirements
 Benefits and procedure of set in order activities
 Set in order methods/techniques
 Benefits and procedure of shine activities
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 Inspection methods
 Planning and reporting methods
 Method of Communication
 Benefits of standardizing and sustaining 5S
 Tools and techniques to sustain 5S
 Ways to improve Kaizen elements
 Benefits of improving kaizen elements
 Relationship between Kaizen elements
Required Skills Demonstrates skills of:
 Participating actively in KPT
 Technical drawing
 Communication skills
 Planning and reporting own tasks in implementation of 5S
 Following procedures to implement 5S in own workplace
 Using sorting formats to identify necessary and unnecessary
items
 Improving workplace layout following work procedures
 Preparing labels, slogans, etc.
 Reading and interpreting documents
 Observing situations
 Gathering evidence by using different means
 Recording activities and results using prescribed formats
 Working with others
 Solving problems by applying 5S
 Preparing and using kaizen board
 Preparing and using tools and equipment to implement and
sustain 5S
 Improving Kaizen elements by applying 5S
 Standardizing and sustaining procedures and techniques to avoid
problems
 Procedures to standardizing 5S activities
 Analysing and preparing shop layout of the workplace
 Standardizing and sustaining checklists
Implication including work areas, materials and equipment, and to information
on workplace practices and OHS practices.
Assessment  Interview/Written Test
 Observation/Demonstration with Oral Questioning
Context of Competence may be assessed in the work place or in a simulated
Assessment work place setting.
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Acknowledgement
We wish to extend thanks and appreciation to the many representatives of business,
industry, academe and government agencies who donated their time and expertise to
the development of this occupational standard.
We would like also to express our appreciation to the Staff and Experts of MoFED,
Ministry of Education (MoE) and Federal TVET who made the development of this
occupational standard possible.
This occupational standard was revised and finalized on December 2021 Adama,
Ethiopia.
Ministry of
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Ministry of
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Sector: Economic Infrastructure
Sub-Sector: Information and Communication Technology
Occupation: Hardware and Network Servicing
Hardware and Network Servicing Level-V OS

Level V
Hardware and Network Servicing Level-V OS

Level IV
Hardware and Network Servicing Level-III OS

Level III
Level II Hardware and Network Servicing Level-II OS
Level I
Hardware and Network Servicing Level-I OS
Ministry of Education Hardware and Network Servicing Version 4

Page 182 of 189
Copyright Ethiopian Occupational Standard December 2021
No Name In English Phone Number E-mail Address Region/City
1 Akfete Assefa Hurrisa 0912494821 [email protected] Adama/Oromia
2 Israel Kifle Addise 0922860138 [email protected] Adama/Oromia
3 Edris Fedlu Muzemil 0922976864 [email protected] Addis Abeba
4 Mohammedamin Kabirhussein Abdo 0920081070 [email protected] Assela/Oromia
5 Yitayal Admie Goshu 0918096684 [email protected] Addis Abeba
6 Endashaw Girma Dukamo 0926103773 [email protected] SNNPR
7 Mululem Hordofa Regasa 0912042074 [email protected] Addis Abeba
8 Abinet Ermias Gobena 0911731227 [email protected] SNNPR
9 Amante Tadesse Waldamariam 0923104465 [email protected] Assela/Oromia
10 Tewodros Sileshi Degesew 0923319916 [email protected] SNNPR
List of Experts developed of Hardware and Network Servicing Level I – V
Ministry of Education Hardware and Network Servicing Version 4

Page 183 of 189
Copyright Ethiopian Occupational Standard December 2021

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Federal Democratic Republic of Ethiopia

HARDWARE AND NETWORK

A Unit of Competence describes a distinct work activity. It is documented in a standard

EIS HNS5 04 1221 EIS HNS5 05 1221 EIS HNS5 06 1221

EIS HNS5 08 1221

Occupational Standard: Hardware and Network Servicing

EIS HNS4 01 1221 EIS HNS4 02 1221 EIS HNS4 03 1221

EIS HNS4 04 1221 EIS HNS4 05 1221 EIS HNS4 06 1221

EIS HNS4 07 1221

NTQF Level III

EIS HNS3 01 1221 EIS HNS3 02 1221 EIS HNS3 03 1221

EIS HNS3 04 1221 EIS HNS3 05 1221 EIS HNS3 06 1221

EIS HNS3 07 1221

EIS HNS2 01 1221 EIS HNS2 02 1221 EIS HNS2 03 1221

EIS HNS2 04 1221 EIS HNS2 05 1221 EIS HNS2 06 1221

EIS HNS2 07 1221 EIS HNS2 08 1221 EIS HNS2 09 1221

EIS HNS2 10 1221 EIS HNS2 11 1221

EIS HNS1 01 1221 EIS HNS1 02 1221 EIS HNS1 03 1221

Elements Performance Criteria

1. Research 1.1 Organizational needs and selection criteria is established

Appropriate May include but not limited to:

Elements Performance Criteria

1. Evaluate impact 1.1 Business-critical functions and the security environment is

3. Formulate 3.1 Prevention and recovery options are evaluated to support

Software May include but is not limited to

1. Determine 1.1 Information technology used in the organisational unit is

Elements Performance Criteria

1. Evaluate 1.1 Current strategic plan of organization is analyzed to

Element Performance Criteria

Methods of Competence may be assessed through:

Element Performance Criteria

Network components  cables

Elements Performance Criteria

System May include but is not limited to

Element Performance Criteria

and Attitudes  approaches to backup and restoring computer data

Resource Implications Access is required to real or appropriately simulated

Elements Performance Criteria

Element Performance Criteria

Required Skills Demonstrates skills to:

Element Performance Criteria

Required Skills Demonstrates skills to:

Elements Performance Criteria

Elements Performance Criteria

Elements Performance Criteria

Tools and May include but not limited to:

Underpinning Demonstrates skills to:

Resources Access is required to real or appropriately simulated situations,

Elements Performance Criteria

Application May include database programs, word processors, email

Elements Performance Criteria

1. Implement 1.1 An appropriate log is set up to monitor network activity and

Documentation May follow ISO/IEC/AS standards, audit trails, naming

Components May include motherboards, CMOS battery, central processing

Elements Performance Criteria

1. Analyze client 1.1 New problems logged by client are checked

Elements Performance Criteria

1. Identify and 1.1 Client is consulted to identify documentation requirements

Elements Performance Criteria