Occupational Code: EIS ITM 5

Ministry of Education
Sector: Economic Infrastructure
Sub Sector: Information Technology
Occupation: Information Technology Service
Management Level V
Candidate’s Package
The assessment covers the following units of competence:
1. EIS ITM5 01 0811 Establish and Maintain Client User Liaison
2. EIS ITM5 02 0811 Prepare Disaster Recovery and Contingency Plan
3. EIS ITM5 03 0811 Develop System Infrastructure Design Plan
4. EIS ITM5 04 0811 Plan and Monitor the System Pilot
5. EIS ITM5 05 0811 Research and Review Hardware Technology Options for
Organizations
6. EIS ITM5 06 0811 Match IT Needs with the Strategic Direction of the Enterprise
7. EIS ITM5 07 0811 Implement Quality Assurance Processes for Business
Solutions
8. EIS ITM5 08 0811 Facilitate and Capitalize on Change and Innovation
9. EIS ITM5 09 0811 Establish and Conduct Business Relationship
10. EIS ITM5 10 1012 Develop and Refine Systems for Continuous Improvement in
Operations

Candidate’s instructions and worksheets

 Instructions to Candidate
 Methods of Assessment
1 Observation /Demonstration
2 Knowledge assessment ( Oral interview/written)

Candidate name
Registration number
Name of assessment center
Name of training provider

Type of Assessment applied:

Qualification – based
Competency based

Candidate’s Package for Information Technology Service Management Level V,

V_I (Qualification Based)
 Occupational Code: EIS ITM 5

INSTRUCTIONS TO THE CANDIDATE

Occupation: Information Technology Service Management Level V
1. For Qualification-based assessment, you are to perform all the projects in this package
together with the written tests.
2. For competence-based assessment, you are required to perform the specific project/s
where the competencies to be certified are included.
3. Read the Project package/s and Written test (if applicable) properly.
4. All your questions and clarifications should be addressed to the assessor only.
5. Complete the task/project described in the project package.
6. You are given fifteen (15) minutes reading time for each project and the number of
hours allocated for each project is indicated in the Project Information Sheet.
7. After you finish this assessment, you are required to submit all the project packages
and written tests questions provided to you.
8. You are allowed to use your tools/ instruments with the permission of the Assessor, and
this must be presented to the assessor before start of the test.
9. After you finish the assessment, you are required to sign the Competency Assessment
Results Summary, and return to the stock room all the tools and materials borrowed.
10. You are also required to clean up your work station after completion of your work.

Candidate’s Package for Information Technology Service Management Level V,

V_I (Qualification Based)
Occupational Code: EIS ITM 5

Project Information
Given the necessary tools, equipment and information, you are expected to
perform the following Three projects.
The assessor should ask oral questions on which she/he is not satisfied by
yours performance
Assessment Venue:Well Equipped Assessment Centre or real work place
Total time for all projects 6:30 Hours

Project 1. Establish and maintain client user liaison and business

relationship

Total time for this project: 2:00 Hours

Competencies Covered:-
1. EIS ITM5 01 0811 Establish and Maintain Client User Liaison
2. EIS ITM5 09 0811 Establish and Conduct Business Relationship
Scenario
An organization has been out sourcing its IT user support to different IT
companies and does not have its own IT staff. Recently a need for establishing
its own internal IT user support team arises and the organization hired you as
a consultant. The organization has 400 pieces of IT equipment that are in a
networked environment and needs support on network, hardware, and
software.
Instruction: - Under this project you are expected to perform the following
activity based on the information provided:-

As a consultant you are asked to design and present a proposal on user

support management that will be used by the IT user support team and save
as USER SUPPORT. The proposal should include:
 Preventive maintenance scheduling
 Structuring teams
 Include list of support tools (hardware and software)
 A strategy to minimize support request frequency
 Handling customer feedback
 Manage maintenance of equipment that cannot be maintained by the
teams
 Show the support procedure starting from how support requests are
submitted up to reporting the support result.
 Propose initial and running cost

Candidate’s Package for Information Technology Service Management

Level V, V_I (Qualification Based)
Occupational Code: EIS ITM 5

Project 2: Prepare Disaster Recovery and Contingency Plan

Total time for this project: 1:30 Hours
Competencies Covered:-
1. EIS ITM5 02 0811 Prepare Disaster Recovery and Contingency Plan

Information: Under this project, you are expected to identify the system’s
impact on the business, identify the threats of the system, develop
disaster recovery plan, and develop a disaster recovery and contingency
planning checklist save as DISASTER RECOVERY.
Assume you are working in a certain financial institution, say XYZ
International Bank, as head of IT technicians responsible for the smooth
functioning of the core banking system. The core banking system is a
web-based information system installed in the bank’s private network,
which enables the bank to perform transactions across all branches.
The bank has many branches in Addis Ababa, in regions and in
neighbouring African countries. Each branch is connected through a
Virtual Private Network (VPN), can access the centralized database and
the transactions are finally send to the central database.
The bank repeatedly suffers network interruption and transactions
are often aborted in the middle of the process.

Instruction: - Under this project you are expected to perform the following
four tasks based on the information provided:-

Task 1: Identify the potential impacts of the core banking system on

the continuity of the bank’s business.
Task 2: Identify the major internal and external threats to the core
banking system.
Task 3: Develop disaster recovery plan for the system.

Task 4: Develop a disaster recovery and contingency planning

checklist for the core banking system.

Project 3- Developing an action and system infrastructure design

Candidate’s Package for Information Technology Service Management
Level V, V_I (Qualification Based)
Occupational Code: EIS ITM 5

plan
Total time for this project: 3:00 Hours
Competencies covered:-
1. EIS ITM5 03 0811 Develop System Infrastructure Design Plan
2. EIS ITM5 05 0811 Research and Review Hardware Technology Options for
Organizations
3. EIS ITM5 06 0811 Match IT Needs with the Strategic
Direction of the Enterprise
4. EIS ITM5 08 0811 Facilitate Capitalize on Change and Innovation

COMET is a transport service provider organization, which has five buildings

in a compound. Each building has six floors. The organization is composed of
five departments with 300 employees. Currently the organization has a
network system with no centralized administration, poor security, outdated
hardware (hub, UTP CAT 5) and software (Microsoft Server 2003, windows
XP, antivirus). Hence, the organization needs to upgrade/change the system
to the latest possible technology to facilitate its service so as to satisfy
customers. For this reason, the organization needs to implement new
networking system which includes its hardware, software and network
infrastructure within six months.

Assume there is an IT solution provider, named by BETA PLC, that wins the
bid and going to handle everything under the organization’s requirement. The
PLC has ten employees: three network technicians, six IT support technician,
and a supervisor. You are the IT supervisor of the PLC and the nine employees
are under your supervision. Therefore, you should:

Instruction: - Under this project you are expected to perform the following
three tasks based on the information provided:-

Task 1:- Identify and list hardware and software requirements

Instruction: - Under this task you are expected Identify and list hardware
and software requirements in accordance with the organization business need

Candidate’s Package for Information Technology Service Management

Level V, V_I (Qualification Based)
Occupational Code: EIS ITM 5

and considering upgradeability of the current system, save it as

REQUIREMENTS

Task 2: Prepare an action plan to manage the project, save it as

ACTION PLAN

Task 3: Develop system infrastructure design plan for the new network
system.

Instruction: Under this task you are expected to develop a maximum of

three pages Infrastructure Design Plan by using the given template. Save it
as INFRASTRUCTURE DESIGN.

Cover Page
New Network Infrastructure Design Plan
Month, Year
Executive Summary

Objective of the project

Detailed Description
Overview of Existing System

Statement of Purpose -- Network Infrastructure Plan (the " New

Network Plan")

Modification plan

Summary of Benefits and Enhancements

Budget Plan

Table 1. Material Cost

SN Item Measurement/unit Unit Amount Total
Description cost cost
1
Candidate’s Package for Information Technology Service Management
Level V, V_I (Qualification Based)
Occupational Code: EIS ITM 5

2
3

Table 2. Personnel Cost

S.N Job position Number Monthly Duration Total
required Salary (in Budget
months)
1
2
3
Table 3. Summary Budget Plan

IT Infrastructure Plan – Budget

Activities / Items Initial Cost Contingency plan
Budgeted (10% of the initial
budget)

Total

Consumable materials to be used: For Project 1,2,3 per candidate

No Item description Quantity Unit Specification
1. A4 paper 10 pcs

Tools & equipment/ Instruments

No Item description Quantity Unit Specification
1 Computer 1 pcs Installed Ms Office 2007
Candidate’s Package for Information Technology Service Management
Level V, V_I (Qualification Based)
Occupational Code: EIS ITM 5

Note: Materials and tools may be modified by the Assessor, depending on the
actual job performed, and location & the standard installation practices
of the country.

Candidate’s Package for Information Technology Service Management

Level V, V_I (Qualification Based)