EOS Hardware and Network Servicing L3 & L4

Federal Democratic Republic of Ethiopia
OCCUPATIONAL STANDARD
HARDWARE AND NETWORK

SERVICING
NTQF Level III and IV
Ministry of Education
August 2011
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 Standard (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 guide
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 standards and for the individual, a career
path
Ministry of Education Hardware and Network Servicing Version 3

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Copyright Ethiopian Occupational Standard August 2011
UNIT OF COMPETENCE CHART
Occupational Standard: Hardware and Network Servicing
Occupational Code: ICT HNS
NTQF Level IV
ICT HNS4 01 0811 ICT HNS4 02 0811 ICT HNS4 03 0811
Plan and Organize Assist with Policy Build Internet
Development for Client
Work Support Infrastructure

Migrate to New Determine Establish Quality
Technology Maintenance Strategy Standards

Utilize Specialized Develop Team and Manage and Maintain
Communication Skills Individuals Small/Medium
Business Operations
ICT HNS4 10 1012

Manage Continuous
Improvement System
NTQF Level III

Gather Data on Determine Best-Fit Configure and
Business Topology Administer Server
Requirements

Create Technical Monitor and Provide First Level
Documentation Administer Stem and Remote Help Desk
Network Security Support

Identify and Resolve Monitor Conduct / Facilitate
Network Problems Implementation of User Training
Work plan/Activities

Apply Quality Control Lead Small Teams Lead Workplace
Communication
ICT HNS3 13 0811 ICT HNS3 14 1012

Improve Business Maintain Quality System
Practice and Continuous
Improvement Processes
(Kaizen)

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NTQF Level IV

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TOP
Occupational Standard: Hardware and Network Servicing Level IV
Unit Title Plan and Organize Work
Unit Code ICT HNS4 01 0811
Unit Descriptor This unit covers the knowledge, skills and attitude required in
planning and organizing work. It may be applied to a small
independent operation or to a section of a large organization.
Elements Performance Criteria
1. Set objectives 1.1 Objectives are consistent with and linked to work activities
in accordance with organizational aims
1.2 Objectives are stated as measurable targets with clear time
frames
1.3 Support and commitment of team members are reflected in
the objectives
1.4 Realistic and attainable objectives are identified
2. Plan and 2.1 Tasks/work activities to be completed are identified and
schedule work prioritized as directed
activities 2.2 Tasks/work activities are broken down into steps in
accordance with set time frames achievable components.
2.3 Resources are allocated as per requirements of the activity
2.4 Schedule of work activities is coordinated with personnel
concerned
3. Implement 3.1 Work methods and practices are identified in consultation
work plans with personnel concerned.
3.2 Work plans are implemented in accordance with set time
frames, resources and standards.
4. Monitor work 4.1 Work activities are monitored and compared with set
activities objectives
4.2 Work performance is monitored according to standard.
4.3 Deviations from work activities are reported and
recommendations are coordinated with appropriate
personnel and in accordance with set standards
4.4 Reporting requirements are complied with in accordance
with recommended format
4.5 Timeliness of report is observed as plan.

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4.6 Files are established and maintained in accordance with
standard operating procedures.
5. Review and 5.1 Work plans, strategies and implementation are reviewed
evaluate based on accurate, relevant and current information
work plans 5.2 Review is based on comprehensive consultation with
and activities appropriate personnel on outcomes of work plans and
reliable feedback.
5.3 Results of review are provided to concerned parties and
formed as the basis for adjustments/simplifications to be
made to policies, processes and activities
5.4 Performance appraisal is conducted in accordance with
organization rules and regulations.
5.5 Performance appraisal report is prepared and documented
regularly as per organization requirements.
5.6 Recommendations are prepared and presented to
appropriate personnel/authorities.
5.7 Feedback mechanisms are implemented in line with
organization policies.
Variable Range
Objectives  Specific
 General
Resources  Personnel
 Equipment and technology
 Services
 Supplies and materials
 Sources for accessing specialist advice
 Budget
Schedule of work  Daily  Regular
activities  Work-based  Confidential
 Contractual  Disclosure / Non-disclosure
Schedule of work  Daily
activities  Work-based
 Contractual
 Regular
Work plans  Daily work plans
 Project plans
 Program plans
 Organization strategic and restructuring plans
 Resource plans
 Skills development plans
 Management strategies and objectives

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Standards  Performance targets
 Performance management and appraisal systems
 National competency standards
 Employment contracts
 Client contracts
 Discipline procedures
 Workplace assessment guidelines
 Internal quality assurance
 Internal and external accountability and auditing requirements
 Training Regulation Standards
 Safety Standards
Appropriate  Appropriate personnel include:
personnel/  Management
authorities  Line Staff
Feedback Feedback mechanisms include:
mechanisms  Verbal feedback  Questionnaire
 Informal feedback  Survey
 Formal feedback  Group discussion
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence  set objectives
 planned and scheduled work activities
 implemented work plans
 monitored work activities
 reviewed and evaluated work plans and activities
Underpinning Demonstrates knowledge of:
Knowledge and  Organization’s strategic plan, policies rules and regulations,
Attitudes laws and objectives for work unit activities and priorities
 Organizations policies, strategic plans, guidelines related to
the role of the work unit
 Team work and consultation strategies
Underpinning Demonstrates skills to:
Skills  Planning and Organizing
 Leading
 Coordinating
 Communication Skills
 Inter-and intra-person/motivation skills
 Presentation skills
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.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration

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Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
TOP
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.
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 2.1 Potential solution is identified to solve problems.
system 2.2 Recommendations about possible solutions are developed,
according to documented, ranked and presented to the appropriate
requested person for decision.
changes
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 3.1 Training is prepared to meet the needs of client in using
the use of the changed system.
modified 3.2 Prepared training is delivered appropriately for client
system
Variable Range
Hardware May include but not limited to:
 workstations, personal computers, modems or other
connectivity devices, networks, DSL modems, remote sites,
servers

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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:
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
Competence  Modifying system according to requested changes
 Preparing and delivering training on use of modified system
Knowledge and  Broad knowledge of help desk practices
Attitudes  Current industry-accepted hardware and software products,
with broad knowledge of general features and capabilities and
detailed knowledge in some areas
 Broad knowledge of the role of stakeholders and the degree of
stakeholder involvement
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 General knowledge of the client business domain
 Detailed knowledge of the system's current functionality
 Broad knowledge of quality assurance practices
 Change management tools
 Broad knowledge of system testing
 Broad knowledge of the organization’s service-level
agreements.
Skills  system and policy development
 review change request
 facilitate change request
 perform technical documentation

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TOP
Unit Title Build Internet Infrastructure
Unit Code ICST HNS4 03 0811
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.
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.

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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 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.
Variable Range
Hardware May include but is not limited to:
 Workstations, personal computers, 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

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Evidence Guide
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
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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Unit Title Migrate to New Technology
Unit Descriptor This unit defines the competence required to apply skills and
knowledge in using new or upgraded technology.
1. Apply existing 1.1 Situations are identified where existing knowledge can be
knowledge and used as the basis for developing new skills.
techniques to 1.2 New or upgraded technology skills are acquired and used to
technology and enhance learning.
transfer
1.3 New or upgraded equipment are identified, classified and
used where appropriate, for the benefit of the organization.
2. Apply functions 2.1 Testing of new or upgraded equipment is conducted
of technology according to the specification manual.
to assist in 2.2 Features of new or upgraded equipment are and software
solving applied within the organization
organizational
problems 2.3 Features and functions of new or upgraded equipment is
used for solving organizational problems
2.4 Sources of information is accessed and used relating to
new or upgraded equipment
3. Evaluate new 3.1 New or upgraded equipment is evaluated for performance,
or upgraded usability and against OHS standards.
technology 3.2 Environmental considerations are determined from new
performance or upgraded equipment.
3.3 Feedback is sought from users where appropriate.
Variable Range
Equipment May include but is not limited to workstations, personal
computers, modems and other connectivity devices, printers,
hard drives, DSL modems, monitors, switches, hubs, and other
peripheral devices. Technology skills New skills can include but
are not limited to hardware, PCs, networks, storage and
communications equipment
Software May include but are not limited to user-based software for new
business processes, customer relationship management,
integrated services (e.g. banking and financial services)
Sources of May include but is not limited to documents, test pages, web
information pages, appliances software and technical connections guidance
and other outputs supplied by vendors and manufacturers.

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OHS standards 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
 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.
Environmental May include but is not limited to recycling, safe disposal of
Considerations packaging (e.g. cardboard, polystyrene, paper, plastic) and
correct disposal of redundant hardware (e.g. motherboards,
hard drives, circuit boards) by an authorized body
Feedback May include surveys, questionnaires, interviews and meetings.
Evidence Guide
Critical aspects of Competence must confirm the ability to transfer the application
Competence of existing skills and knowledge to new technology
Knowledge and  Broad awareness of current technology trends and directions
Attitudes in IT (e.g. software, hardware, services, new developments,
new protocols)
 Knowledge of vendor product directions
 Ability to locate appropriate sources of information regarding
IT and new technologies
 Current industry hardware and software products, with
knowledge of general features and capabilities
 Information gathering techniques
Skills  evaluate and apply new technology to assist in solving
organizational problems
 upgrade technology performance
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Unit Title Determine Maintenance Strategy
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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.
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 2.1 The views and requirements of the client are determined
service level in order to identify maintenance requirements
agreements 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
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organizational requirements
4. Define client 4.1 Reporting procedures for service requests are negotiated
and 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
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
2000 or above
 Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
 Configuration: small memory model, large memory model,
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
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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
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 Establish Quality Standards

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Unit Descriptor This unit covers the knowledge, attitudes and skills required to
establish and monitor quality of hardware and network
servicing. It includes participating in maintaining and improving
quality at work and assist in planning of quality assurance
procedures, report problems that affect quality and implement
quality assurance procedures.
1. Establish 1.1 Quality specifications are developed and agreed upon in

quality accordance with legislated requirements.
specifications 1.3 Quality specifications are documented and introduced to
for service organization staff / personnel in accordance with the
organization policy.
1.4 Quality specifications are updated when necessary.
2. Identify 2.1 Critical control points impacting on quality are identified.
hazards and 2.2 Degree of risk for each hazard is determined.
critical control
points 2.3 Necessary documentation is accomplished in accordance
with organization quality procedures
3. Assist in 3.1 Procedures for each identified control point are developed
planning of to ensure optimum quality.
quality 3.2 Hazards and risks are minimized through application of
assurance appropriate controls and OHS procedures and standards.
procedures
3.3 Processes to monitor the effectiveness of quality assurance
procedures are developed.
4. Implement 4.1 Responsibilities for carrying out procedures are allocated to
quality staff.
assurance 4.2 Instructions are prepared in accordance with the sector
procedures quality assurance program.
4.3 Staff is given induction training on the quality assurance
policy.
5. Monitor quality 5.1 Quality requirements are identified
of work 5.2 Inputs are inspected to confirm capability to meet quality
outcome requirements
5.3 Process is conducted to produce required outcomes
5.4 Production processes are monitored to confirm quality of
output
5.5 Process is adjusted to maintain outputs within specification.

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6. Participate in 6.1 Work area, materials, processes and service are routinely
maintaining monitored to ensure compliance with quality requirements.
and improving 6.2 Non-conformance process is identified and reported
quality at work according to reporting requirements
6.3 Corrective action is taken within level of responsibility, to
maintain quality standards
6.4 Quality issues are raised with designated personnel
7. Report 7.1 Recognize potential or existing quality problems.
problems that 7.2 Identify instances of variation in quality from specifications
affect quality or work instructions.
7.3 Report variation and potential problems to
supervisor/manager according to sector guidelines
Variable Range
Legislated May include but not limited to:
requirements  Verification of work quality as part of sector legislation or
specific legislation related to process of work content or
composition.
Safety It may include but not limited to:
procedures  Use of tools and equipment
 Working place environment handling of material safety
 Following Occupational health and safety procedures
designated for the task
Evidence Guide
Competence  Monitoring quality of work
 Establishing quality requirements for work
 Participating in maintaining and improving quality of work
 Assisting in planning of quality assurance procedures
 Reporting problems that affect quality
 Implementing quality assurance procedures
Knowledge and  Applying federal and regional legislation within day-today
Attitudes work activities
 Accessing and using management systems to keep and
maintain accurate records
Skills  Monitoring quality of work
 Establishing quality specifications for work
 Participating in maintaining and improving quality at work

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 Identifying hazards and critical control points in process of
production
 Assisting in planning of quality assurance procedures
 Reporting problems that affect quality
 Implementing quality assurance procedures
TOP

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Unit Title Utilize Specialized Communication Skills
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
use specialized communication skills to meet specific needs of
the sector, conduct interviews, facilitate group discussions, and
contribute to the development of communication strategies.
1. Meet common 1.1 Specific communication needs of trainees are identified and
and specific met.
communicatio 1.2 Different approaches are used to meet communication
n needs of needs of the trainees.
trainee 1.3 Conflict is addressed promptly and in a timely way and in a
manner which does not compromise the standing of the
institution.
2. Contribute to 2.1 Strategies for internal and external dissemination of
the information are developed, promoted, implemented and
development reviewed as required.
of 2.2 Channels of communication are established and reviewed
communicatio regularly.
n strategies 2.3 Production process in effective communication is provided.
2.4 Production related network and relationship are maintained
as necessary
2.5 Negotiation and conflict resolution strategies are used where
required
2.6 Communication with trainee is appropriate to individual needs
and institutional objectives
3. Represent the 3.1 When participating in internal or external forums,
institution presentation is relevant, appropriately researched and
presented in a manner to promote the institution
3.2 Presentation is clear and sequential and delivered within a
predetermined time.
3.3 Utilize appropriate media to enhance presentation.
3.4 Differences in views are respected.
3.5 Written communication is consistent with institutional
standards.
3.6 Inquiries are responded in a manner consistent with
institutional standard.
4. Facilitate 4.1 Mechanisms which enhance effective group interaction
group are defined and implemented.
discussion 4.2 Strategies which encourage all group members to

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participate are used routinely.
4.3 Objectives and agenda for meetings and discussions are
routinely set and followed.
4.4 Relevant information is provided to group to facilitate
outcomes.
4.5 Evaluation of group communication strategies is undertaken
to promote participation of all parties.
4.6 Specific communication needs of individuals are identified
and addressed.
5. Conduct 5.1 A range of appropriate communication strategies are
interview employed in interview situations.
5.2 Records of interviews are made and maintained in
accordance with institutional procedures.
5.3 Effective questioning, listening and nonverbal
communication techniques are used to ensure that required
message is communicated.
Variable Range
Strategies  Recognizing own limitations
 Referral to specialists
 Utilizing techniques and aids
 Providing written drafts
 Verbal and non verbal communication
Effective group  Identifying and evaluating what is occurring within an
interaction interaction in a non judgmental way
 Using active listening
 Making decision about appropriate words, behavior
 Putting together response which is culturally appropriate
 Expressing an individual perspective
 Expressing own philosophy, ideology and background and
exploring impact with relevance to communication
Types of  Related to staff issues  Evidential
Interview  Routine  Non disclosure
 Confidential  Disclosure
Interview  Establish rapport
situations  Elicit facts and information
 Facilitate resolution of issues
 Develop action plans
 Diffuse potentially difficult situation
Evidence Guide
Competence
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 Demonstrated effective communication skills with workers
 Adopted relevant communication techniques and strategies
to meet workers particular need
Knowledge and  Communication process
Attitudes  Dynamics of groups and different styles of group leadership
 Communication skills relevant to trainees
Skills  Full range of communication techniques including:
 Full range of communication
 Active listening
 Feedback
 Interpretation
 Role boundaries setting
 Negotiation
 Establishing empathy
 Communication skills required to fulfill production roles as
specified by the organization
Resources Access to appropriate workplace where assessment can take
Implication place
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Unit Title Develop Team and Individuals
Unit Descriptor This unit covers the skills, knowledge and attitudes required to
determine individual and team development needs and facilitate
the development of the workgroup.

1. Provide team 1.1 Learning and development needs are systematically
leadership identified and implemented in line with organizational
requirements.
1.2 Learning plan to meet individual and group training and
developmental needs is collaboratively developed and
implemented.
1.3 Individuals are encouraged to self evaluate performance
and identify areas for improvement.
1.4 Feedback on performance of team members is collected
from relevant sources and compared with established team
learning process.
2. Foster 2.1 Production program goals and objectives are identified to
individual and match the specific knowledge and skills requirements of
organizational competency standards.
growth 2.2 Workplace learning opportunities are provided to facilitate
individual and team achievement of competencies.
2.3 Resources and timelines required for production activities
are identified and approved in accordance with
organizational requirements.
3. Monitor and 3.1 Feedback from individuals or teams is used to
evaluate identify and implement improvements in future work
workplace arrangements
activities 3.2 Outcomes and performance of individuals/teams
are assessed and recorded to determine the effectiveness
of development programs and the extent of additional
support
3.3 Modifications to learning plans are negotiated to
improve the efficiency and effectiveness of work.
3.4 Records and reports of competency are
maintained within organizational requirement
4. Develop team 4.1 Open communication processes to obtain and
commitment share information is used by team.
and 4.2 Decisions are reached by the team in accordance
cooperation with its agreed roles and responsibilities.
4.3 Mutual concern and camaraderie are developed in
the team

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5. Facilitate 5.1 Team members actively participated in team activities and
accomplish- communication processes.
ment of 5.2 Team’s members developed individual and joint
organizational responsibility for their actions.
goals 5.3 Collaborative efforts are sustained to attain organizational
goals.
Variable Range
Learning and  Coaching, mentoring and/or supervision
development  Formal/informal learning program
needs  Internal/external training provision
 Work experience/exchange/opportunities
 Personal study
 Career planning/development
 Performance appraisals
 Workplace skills assessment
 Recognition of prior learning
Organizational  Quality assurance and/or procedures manuals
requirements  Goals, objectives, plans, systems and processes
 Legal and organizational policy/guidelines and
requirements
 Safety policies, procedures and programs
 Confidentiality and security requirements
 Business and performance plans
 Ethical standards
 Quality and continuous improvement processes and
standards
Feedback on  Formal/informal performance appraisals
performance  Obtaining feedback from supervisors and colleagues
 Obtaining feedback from clients
 Personal and reflective behavior strategies
 Routine and organizational methods for monitoring
service delivery

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Evidence Guide
Competence  Identified and implemented learning opportunities for
others
 Gave and received feedback constructively
 Facilitated participation of individuals in the work of the
team
 Negotiated learning plans to improve the effectiveness of
learning
 Prepared learning plans to match skill needs
 Accessed and designated learning opportunities
Knowledge and  Understanding how to work effectively with team
Attitudes members who have diverse work styles, aspirations,
cultures and perspective
 Understanding how to facilitate team development and
improvement
 Understanding methods and techniques for eliciting and
interpreting feedback
 Understanding methods for identifying and prioritizing
personal development opportunities and options
 Knowledge of career paths and competency standards in the
industry
Skills  Ability to read and understand a variety of texts, prepare
general information and documents according to target
audience; spell with accuracy; use grammar and punctuation
effective relationships and conflict management
 Communication skills including receiving feedback and
reporting, maintaining effective relationships and conflict
management
 Planning skills to organize required resources and
equipment to meet learning needs
 Reporting skills to organize information; assess
information for relevance and accuracy; identify and
elaborate on learning outcomes
 Facilitation skills to conduct small group training sessions
 Ability to relate to people from a range of social, cultural,
physical and mental backgrounds

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Top
Unit Title Manage and Maintain Small/Medium Business Operations
Unit Descriptor This unit covers the operation of day-to-day business activities in
a micro or small business. The strategies involve developing,
monitoring and managing work activities and financial
information, developing effective work habits, and adjusting work
schedules as needed.
1. Identify daily 1.1 Work requirements for a given time period are identified
work taking into consideration resources and constraints
requirements 1.2 Work activities are prioritized based on business needs,
requirements and deadlines
1.3 If appropriate, work is allocated to relevant staff or
contractors to optimize efficiency
2. Monitor and 2.1 People, resources and/or equipment are coordinated to
manage work provide optimum results
2.2 Staff, clients and/or contractors are communicated within a
clear and regular manner, to monitor work in relation to
business goals or timelines
2.3 Problem solving techniques are applied to work situations
to overcome difficulties and achieve positive outcomes
3. Develop 3.1 Work and personal priorities are identified and a balance is
effective work achieved between competing priorities using appropriate
habits time management strategies
3.2 Input from internal and external sources is sought and
used to develop and refine new ideas and approaches
3.3 Business or inquiries are responded to promptly and
effectively
3.4 Information is presented in a format appropriate to the
industry and audience
4. Interpret 4.1 Relevant documents and reports are identified
financial 4.2 Documents and reports are read and understood and any
information implications discussed with appropriate persons
4.3 Data and numerical calculations are analyzed, checked,
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evaluated, organized and reconciled
4.4 Daily financial records and cash flow are maintained
correctly and in accordance with legal and accounting
requirements
4.5 Invoices and payments are prepared and distributed in a
timely manner and in accordance with legal requirements
4.6 Outstanding accounts are collected or followed-up
5. Evaluate work 5.1 Opportunities for improvements are monitored according to
performance business demands
5.2 Work schedules are adjusted to incorporate necessary
modifications to existing work and routines or changing
needs and requirements
5.3 Proposed changes are clearly communicated and recorded
to aid in future planning and evaluation
5.4 Relevant codes of practice are used to guide an ethical
approach to workplace practices and decisions
Variable Range
Resources may  staff  equipment
include:  money  space
 time
Business goals  sales targets
may include:  budgetary targets
 team and individual goals
 production targets
 reporting deadlines
Problem solving  gaining additional research and information to make better
techniques may informed decisions
include:  looking for patterns
 considering related problems or those from the past and how
they were handled
 eliminating possibilities
 identifying and attempting sub-tasks
 collaborating and asking for advice or help from additional
sources
Time  prioritizing and anticipating
management  short term and long term planning and scheduling
strategies may  creating a positive and organized work environment
include:  clear timelines and goal setting that is regularly reviewed and
adjusted as necessary
 breaking large tasks into smaller tasks
 getting additional support if identified and necessary
Internal and  staff and colleagues
external sources  management, supervisors, advisors or head office
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may include:  relevant professionals such as lawyers, accountants,
management consultants
 professional associations
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
and time management
Underpinning  literacy skills to interpret legal requirements, company policies
Skills 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
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Context for Competence may be assessed in the workplace or in a simulated
Assessment work environment

Unit Title Manage Continuous Improvement System
Unit Descriptor This unit describes the performance outcomes, skills and
knowledge required to sustain and develop an environment in
which continuous improvement, innovation and learning are
promoted and rewarded.
1. Review 1.1 Establish strategies to monitor and evaluate performance

programs, of key systems and processes
systems and 1.2 Undertake detailed analyses of supply chains, operational
processes and product/service delivery systems
1.3 Identify performance measures, and assessment tools
and techniques, and evaluate their effectiveness
1.4 Analyze performance reports and variance from plans for
all key result areas of the organization
1.5 Identify and analyze changing trends and opportunities
relevant to the organization
1.6 Seek advice from specialists, where appropriate, to
identify technology and electronic commerce opportunities
2. Develop options 2.1 Brief groups on performance improvement strategies and
for continuous innovation as an essential element of competition
improvement 2.2 Foster creative climate and organizational learning
through the promotion of interaction within and between
work groups
2.3 Encourage, test and recognize new ideas and
entrepreneurial behavior where successful
2.4 Accept failure of an idea during trialing, and recognize,
celebrate and embed success into systems
2.5 Undertake risk management and cost benefit analyses
for each option/idea approved for trial
2.6 Approve innovations through agreed organizational
processes
3. Implement 3.1 Promote continuous improvement as an essential part of
innovative doing business
processes 3.2 Address impact of change and consequences for people,
and implement transition plans
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3.3 Ensure objectives, timeframes, measures and
communication plans are in place to manage
implementation
3.4 Implement contingency plans in the event of non-
performance
3.5 Follow-up failure by prompt investigation and analysis of
causes
3.6 Manage emerging challenges and opportunities effectively
3.7 Evaluate continuous improvement systems and processes
regularly
3.8 Communicate costs and benefits of innovations and
improvements to all relevant groups and individuals
Variable Range
Sustainability may  addressing environmental and resource sustainability
include: initiatives, such as environmental management systems,
action plans, green office programs, surveys and audits
 applying the waste management hierarchy in the workplace
 complying with regulations and corporate social
responsibility considerations for sustainability to enhance
the organisation's standing in business and community
environments
 determining organisation's most appropriate waste
treatment, including waste to landfill, recycling, re-use,
recoverable resources and wastewater treatment
 implementing ecological footprint
 implementing environmental management systems, e.g.
ISO 14001:1996 Environmental management systems life
cycle analyses
 implementing government initiatives,
 improving resource and energy efficiency
 initiating and maintaining appropriate organisational
procedures for operational energy consumption
 introducing a green office program - a cultural change
program
 introducing green purchasing
 introducing national and international reporting initiatives,
 introducing product stewardship
 reducing emissions of greenhouse gases
 reducing use of non-renewable resources
 referencing standards, guidelines and approaches, such as
sustainability covenants and compacts or triple bottom line
reporting
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 supporting sustainable supply chain.
Supply chains  network of facilities that procures raw materials, transforms
include: them into intermediate products or services and then
finished goods or service, and delivers them through a
distribution system
 procurement, production and distribution, viewed as
interlinked not as discrete elements
Performance  budget or cost variance
reports may  customer service
include:  environmental
 financial
 OHS
 quality
 other operating parameters
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence  demonostration of consultation processes to introduce or
evaluate an existing continuous improvement process or
system, including suggested actions or an action plan
 generation of an idea or concept which exhibits creative
thinking and which offers the possibility of advantaging the
organization
 how the concept or idea was introduced, tested and
evaluated - the idea or concept does not have to have been
shown to work or to be adopted by the business
 knowledge of quality management and continuous
improvement theories
Knowledge and  quality management and continuous improvement theories
Attitudes  creativity/innovation theories/concepts
 risk management
 cost-benefit analysis methods
 creativity and innovation theories and concepts
 organizational learning principles
 quality management and continuous improvement theories
 risk management
 sustainability practices
Underpinning Skills Demonstrates skills to:
 analytical skills to identify improvement opportunities in
relation to
 the services/products delivered or concepts/ideas
developed
 flexibility and creativity skills to think laterally
 leadership skills to foster a commitment to quality and an
openness to innovation
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 teamwork and leadership skills to foster a commitment to
quality and an openness to innovation
Resources Access may be required to:
Implication  workplace procedures and plans relevant to work area
 appropriate documentation and resources normally used in
the workplace
Methods of Competence in this unit may be assessed by using a
Assessment combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
principles and techniques associated with change
management
 evaluation of strategies established to monitor and evaluate
performance of key systems and processes
 review of briefing of groups on performance improvement
strategies and innovation
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
In all cases, practical assessment should be supported by
questions to assess essential knowledge and those aspects of
competence which are difficult to assess directly.
Context of Competence may be assessed in the work place or in a
Assessment simulated workplace setting / environment.

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NTQF Level III

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Occupational Standard: Hardware and Network Servicing Level III
Unit Title Gather Data on Business Requirements
Unit Descriptor This unit defines the competency required to identify, analyze
and document business requirements.
1. Identify key 1.1 Information repositories are identified across the business
information 1.2 Current organizational documentation are reviewed
sources
1.3 Critical questions are developed to elicit 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. Gather data 2.1 Information gathering workshops and interviews are
through formal conducted to gather data
and informal 2.2 Reports and other data sources are reviewed for relevant
processes business information
2.3 Business-critical factors relating to current and future
directions of the organization are confirmed with
stakeholders
2.4 Group and individual responses are analyzed to clearly
define business priorities
3. Ensure 3.1 Information gathered are analyzed and evaluated for
analysis is accuracy and consistency
accurate and 3.2 Document conflicts in information are gathered
complete
3.3 Conflicts in information or points of view are resolved with
stakeholders
4. Submit analysis 4.1 Detailed document according to documentation standards
and gain and organizational templates are prepared
agreement 4.2 Document in a style are written that is succinct and
appropriate to the audience
4.3 Data gathered are communicated to client to gain
consensus and agreement on business requirements

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Variable Range
Organizational May include but not limited to:
documentation  Business forms
 Policy documents
 Financial statements
 Performance reports
Annual reports
Occupational  Correct posture, lighting, type of desk, type of monitor, style of
Health and Safety chair, typing position, repetitive strain injury prevention,
(OHS) ventilation, light position, correct lifting method, and length of
 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.
Information May include but not limited to:
gathering  interviews,
techniques  Questionnaires
 surveys
 observation
Stakeholders May include but not limited to:
 sponsor
 user
 development team
 project team
Client May include but is not limited to
 internal departments
 external
 organizations
 individual people
 employees
Documentation May include but are not restricted to
standards  policy relating to sign-off
 storage
 distribution
 revision Standards may include ISO/IEC/AS standards,
organizational standards, project standards
May include tools for documenting (e.g. word processing
packages, desktop publishing packages)
Business-critical  response times  security
factors  scalability  customer demographics
 traffic  customer confidence
 data knowledge and  expectations
management
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equipment  Computers, secondary storage devices
Evidence Guide
Competence  identifying key information sources
 gathering data through different processes
 ensuring analysis is accurate and complete
 submitting analysis and gained agreement
Knowledge and  client business domain, so that the business need is
Attitudes understood by project team and client
 current industry systems development methodologies
 Current industry-accepted hardware and software products,
including broad knowledge of general features and capabilities
 the role of stakeholders and the degree of stakeholder
involvement (e.g. when specifying people (especially the
owner, sponsor and those that will contribute to defining the
requirements and using the system), and roles of client users
are identified)
 Detailed knowledge of the system's current functionality (e.g.
when specifying physical requirements of the system are
identified taking into account current system functionality,
geography, environment, client user and cost constraints)
 quality assurance practices (e.g. when planning the
requirements phase)
Skills  gather data through formal and informal processes
 ensure analysis is accurate and complete

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TOP
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.
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 Different segments are identified for the proposed network
needs based on business requirements.
2.2 Segment needs are determined using network functional
analysis.
2.3 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.

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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.
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.
Requirements May be in reference to the business, system, application,
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
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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
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 Configure and Administer Server
Unit Descriptor This unit defines the competence required to build, configure and
test a server
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 is 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

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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 2000 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.
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
2000/Server 2003 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
System May include but is not limited to databases, applications,
servers, operating systems, gateways, application service
provider and ISP.
Evidence Guide

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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
Resources  Access is required to real or appropriately simulated situations,
Assessment  Competency may be assessed through:
TOP

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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
documentation 4.2 Feedback is gathered and analyzed
4.3 Alterations into the technical documentation is
incorporated

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4.4 Technical documentation is edited for technical and
grammatical accuracy
Variable Range
Client May include but is not limited to internal departments, external
organizations, individual people and internal employees
Requirements May be in reference to the business, system, application,
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

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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
 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.
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
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Unit Title Monitor and Administer System and Network Security

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Unit Descriptor This unit defines the competence required to monitor and
administer security functions of a system.
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 98
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 Provide First Level Remote Help Desk

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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
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
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is reviewed.
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
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

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Critical aspects of Assessment must confirm the ability to:
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
 analyze support issues
 conduct investigation
 provide advice on software, hardware or network
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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.
Variable Range

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Network tools May include but are not limited to Snort, Satan Saint, Netbus,
Ping Netstat, Nmap, race route, Whois, Dig.
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.
Documentation May follow ISO/IEC/AS standards, audit trails, naming

standards, version control, project management templates and
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
Skills  perform regular monitoring
 solve network related problems
 perform maintenance support

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Context of Competency may be assessed in the work place or in a simulated
TOP

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Unit Title Monitor Implementation of Workplan/Activities
Unit Descriptor This unit deals with the skills, attitudes and knowledge required
to oversee and monitor the quality of work operations within an
enterprise.
1. Monitor and 1.1 Efficiency and service levels are monitored on an ongoing
improve basis.
workplace 1.2 Operations in the workplace support overall enterprise goals
operations and quality assurance initiatives.
1.3 Quality problems and issues are promptly identified and
adjustments are made accordingly.
1.4 Procedures and systems are changed in consultation with
colleagues to improve efficiency and effectiveness.
1.5 Colleagues are consulted about ways to improve efficiency
and service levels.
2. Plan and 2.1 Current workload of colleagues is accurately assessed.
organise 2.2 Work is scheduled in a manner which enhances efficiency
workflow and customer service quality.
2.3 Work is delegated to appropriate people in accordance with
principles of delegation.
2.4 Workflow is assessed against agreed objectives and
timelines.
2.5 Colleagues are assisted in prioritisation of workload.
2.6 Input is provided to appropriate management regarding
staffing needs.
3. Maintain 3.1 Workplace records are accurately completed and
workplace submitted within required timeframes.
records 3.2 Where appropriate completion of records is delegated and
monitored prior to submission.
4. Solve 4.1 Workplace problems are promptly identified and
problems and considered from an operational and customer service
make perspective.
decisions 4.2 Short term action in initiated to resolve the immediate
problem where appropriate.
4.3 Problems are analysed for any long term impact and
potential solutions are assessed and actioned in
consultation with relevant colleagues.
4.4 Where problem is raised by a team member, they are
encouraged to participate in solving the problem.

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4.5 Follow up action is taken to monitor the effectiveness of
solutions in the workplace.
Variable Range
Workplace May include but is not limited to:
records  staff records
 regular performance reports
Workplace May include but are not limited to:
problems  difficult customer service situations
 equipment breakdown/technical failure
 delays and time difficulties
Evidence Guide Description

Critical Aspects of Assessment requires evidence that the candidate:
Competency  effectively monitored and responded to a range of common
operational and service issues in the workplace
 understood the role of staff involved in workplace monitoring
 demonstrated knowledge of quality assurance, principles of
workflow planning, delegation and problem solving
Underpinning Demonstrate knowledge of:
Knowledge and  roles and responsibilities of those involved in monitoring work
Attitudes  overview of leadership and management responsibilities
 principles of work planning and time management
 work organisation methods appropriate to the industry sector
 quality assurance principles
 principles of delegation
 problem solving and decision making processes
 industrial and/or legislative issues which affect short term work
organization as appropriate to industry sector
Underpinning Demonstrate skills to:
Skills  monitor and improve workplace operations
 plan and organize workflow
 solve problems and make decisions
 maintain workplace records
Resource Access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
Assessment  Interview / Oral questioning / Written Test
 Observation/Demonstration
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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
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 5.1 Training are prepared to meet the needs of client in using
and deliver the changed system
training on use
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of modified 5.2 Prepared training are delivered appropriate for the client
system
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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Unit Title Apply Quality Control
Unit Descriptor This unit covers the knowledge, attitudes and skills required in
applying quality control hardware and network activities.

1. Confirm quality 1.1 Quality standard procedures document for hardware and
standards network services are acquired and confirmed.
1.2 Quality documents are disseminated to staff in accordance
with the organization policy.
1.3 Standard procedures are introduced and explained to
organizational staff / personnel.
1.4 Standard procedures are revised / updated when necessary
2. Assess quality 2.1 Services delivered are checked against organization
of service quality standards and specifications
delivered
2.2 Service delivered are evaluated using the appropriate
evaluation parameters and in accordance with organization
standards
2.3 Causes of any identified faults are identified and corrective
actions are taken in accordance with organization policies
and procedures
3. Record 3.1 Basic information on the quality performance is recorded in
information accordance with organization procedures
3.2 Records of work quality are maintained according to the
requirements of the organization
4. Study causes 4.1 Causes of deviations from final outputs or services are
of quality investigated and reported in accordance with organization
deviations procedures
4.2 Suitable preventive action is recommended based on
organization quality standards and identified causes of
deviation from specified quality standards of final service or
output
5. Complete 5.1 Information on quality and other indicators of service
documentation performance is recorded.
5.2 All service processes and outcomes are recorded.
Variable Range
Quality check  Check against specifications
 Visual inspection of final output
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 Physical inspection of service
Quality standards  materials
 components
 process
Quality  standard specifications
parameters  procedures
 materials
Evidence Guide
Competence  Checked completed work continuously against organization
standard
 Identified and isolated faulty or poor service
 Checked service delivered against organization standards
 Identified and applied corrective actions on the causes of
identified faults or error
 Recorded basic information regarding quality performance
 Investigated causes of deviations of services against standard
 Recommended suitable preventive actions
Underpinning  Relevant quality standards, policies and procedures
Knowledge  Characteristics of services
 Safety environment aspects of service processes
 Relevant evaluation techniques and quality checking
procedures
 Workplace procedures and reporting procedures
Underpinning  Interpret work instructions, specifications and standards
Skills appropriate to the required work or service
 Carry out relevant performance evaluation
 Maintain accurate work records in accordance with
procedures
 Meet work specifications and requirements
 Communicate effectively within defined workplace procedures
Resource The following resources should be provided:
Implications  Access to relevant workplace or appropriately simulated
environment and materials relevant to the activity/ task
Assessment  Interview / Observation / Demonstration
Context for Competence may be assessed in the work place or in a
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Unit Title Lead Small Teams

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Unit Descriptor This unit covers the knowledge, attitudes and skills to lead small
teams including setting and maintaining team and individual
performance standards.
1. Provide team 1.1 Work requirements are identified and presented to team
leadership members
1.2 Reasons for instructions and requirements are
communicated to team members
1.3 Team members’ queries and concerns are recognized,
discussed and dealt with
2. Assign 2.1 Duties and responsibilities are allocated having regard to the
responsibilities skills, knowledge and aptitude required to properly undertake
the assigned task and according to company policy
2.2 Duties are allocated having regard to individual preference,
domestic and personal considerations, whenever possible
3. Set 3.1 Performance expectations are established based on client
performance needs and according to assignment requirements
expectations 3.2 Performance expectations are based on individual team
for team members duties and area of responsibility
members
3.3 Performance expectations are discussed and disseminated
to individual team members
4. Supervised 4.1 Monitoring of performance takes place against defined
team performance criteria and/or assignment instructions and
performance corrective action taken if required
4.2 Team members are provided with feedback, positive
support and advice on strategies to overcome any
deficiencies
4.3 Performance issues which cannot be rectified or addressed
within the team are referenced to appropriate personnel
according to employer policy
4.4 Team members are kept informed of any changes in the
priority allocated to assignments or tasks which might impact
on client/customer needs and satisfaction
4.5 Team operations are monitored to ensure that employer/
client needs and requirements are met
4.6 Follow-up communication is provided on all issues affecting
the team
4.7 All relevant documentation is completed in accordance with

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company procedures
Variable Range
Work  client profile
requirements  assignment instructions
Team member’s
 roster/shift details
concerns
Monitor  formal process
performance  informal process
Feedback  formal process
 informal process
Evidence Guide
Competency  maintained or improved individuals and/or team performance
given a variety of possible scenario
 assessed and monitored team and individual performance
against set criteria
 represented concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their
behalf
 allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs of the
tasks to be performed
 set and communicated performance expectations for a range of
tasks and duties within the team and provided feedback to
team members
Underpinning Demonstrates knowledge of
Knowledge and  maintaining or improving individuals and/or team performance
Attitudes given a variety of possible scenario
 assessing and monitoring team and individual performance
against set criteria
 representing concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their
behalf
 allocating duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs of the
tasks to be performed
 setting and communicating performance expectations for a
range of tasks and duties within the team and providing
feedback to team members
Underpinning  communication skills required for leading teams
Skills  informal performance counseling skills
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 team building skills
 negotiating skills
Resource  access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
 materials relevant to the proposed activity or task
Assessment  Interview / Oral questioning / Written Test
Context of  Competency may be assessed individually in the actual
Assessment workplace or through accredited institution
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Unit Title Lead Workplace Communication

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Unit Descriptor This unit covers the knowledge, attitudes and skills to lead in the
dissemination and discussion of information and issues in the
workplace.

1. Communicate 1.1 Appropriate communication method is selected based on
information work place guideline.
about
workplace 1.2 Multiple operations involving several topics areas are
processes communicated accordingly.
1.3 Questions are used to gain extra information.
1.4 Correct sources of information are identified.
1.5 Information is selected and organized correctly.
1.6 Verbal and written reporting is undertaken when required.
1.7 Communication skills are maintained in all situations.
2. Lead 2.1 Response to workplace issues is sought.
workplace
discussion 2.2 Response to workplace issues are provided immediately.
2.3 Constructive contributions are made to workplace
discussions on such issues as production, quality and
safety.
2.4 Goals/objectives and action plan undertaken in the
workplace are communicated.
3. Identify and 3.1 Issues and problems are identified as they arise.
communicate
issues arising 3.2 Information regarding problems and issues are organized
in the coherently to ensure clear and effective communication.
workplace 3.3 Dialogue is initiated with appropriate staff/personnel.
3.4 Communication problems and issues are raised as they
arise.
Variable Range
Methods of  Non-verbal gestures
communication  Verbal
 Face to face
 Two-way radio
 Speaking to groups
 Using telephone
 Written
 Using Internet
 Cell phone

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Evidence Guide
Competency  Dealt with a range of communication/information at one time
 Made constructive contributions in workplace issues
 Sought workplace issues effectively
 Responded to workplace issues promptly
 Presented information clearly and effectively written form
 Used appropriate sources of information
 Asked appropriate questions
 Provided accurate information
Knowledge and  Organization requirements for written and electronic
Attitudes communication methods
 Effective verbal communication methods

Skills  Organize information
 Understand and convey intended meaning
 Participate in variety of workplace discussions
 Comply with organization requirements for the use of written
and electronic communication methods
Resource  The following resources must be provided: variety of
Implications information, communication tools, simulated workplace
Assessment  Interview
Context of  Competency may be assessed individually in the actual
Assessment workplace or through accredited institution
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Unit Title Improve Business Practice
Unit Descriptor This unit covers the knowledge, skills and attitudes required in

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promoting, improving and growing business operations.

1. Diagnose the 1.1 Data required for diagnosis is determined and acquired
business
1.2 Competitive advantage of the business is determined
from the data
1.3 SWOT analysis of the data is undertaken
2. Benchmark 2.1 Sources of relevant benchmarking data are identified
the business
2.2 Key indicators for benchmarking are selected in
consultation with key stakeholders
2.3 Like indicators of own practice are compared with
benchmark indicators
2.4 Areas for improvement are identified
3. Develop plans 3.1 A consolidated list of required improvements is developed
to improve
business 3.2 Cost-benefit ratios for required improvements are
performance determined
3.3 Work flow changes resulting from proposed improvements
are determined
3.4 Proposed improvements are ranked according to agreed
criteria
3.5 An action plan to implement the top ranked improvements
is developed and agreed
3.6 Organizational structures are checked to ensure they are
suitable
4. Develop
4.1 The practice vision statement is reviewed
marketing and
promotional 4.2 Practice objectives are developed/reviewed
plans 4.3 Target markets are identified/refined
4.4 Market research data is obtained
4.5 Competitor analysis is obtained
4.6 Market position is developed/reviewed
4.7 Practice brand is developed
4.8 Benefits of practice/practice products/services are
identified
4.9 Promotion tools are selected/developed
5. Develop 5.1 Plans to increase yield per existing client are developed
business
growth plans 5.2 Plans to add new clients are developed
5.3 Proposed plans are ranked according to agreed criteria

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5.4 An action plan to implement the top ranked plans is
developed and agreed
5.5 Practice work practices are reviewed to ensure they
support growth plans
6. Implement and 6.1 Implementation plan is developed in consultation with all
monitor plans relevant stakeholders
6.2 Indicators of success of the plan are agreed
6.3 Implementation is monitored against agreed indicators
6.4 Implementation is adjusted as required
Variable Range
Data required  organization capability
includes:  appropriate business structure
 level of client service which can be provided
 internal policies, procedures and practices
 staff levels, capabilities and structure
 market, market definition
 market changes/market segmentation
 market consolidation/fragmentation
 revenue
 level of commercial activity
 expected revenue levels, short and long term
 revenue growth rate
 break even data
 pricing policy
 revenue assumptions
 business environment
 economic conditions
 social factors
 demographic factors
 technological impacts
 political/legislative/regulative impacts
 competitors, competitor pricing and response to pricing
 competitor marketing/branding
 competitor products
Competitive  services/products
advantage  fees
includes:  location
 timeframe
Objectives  Specific
should be  Measurable
'SMART' , that  Achievable
 Realistic
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 Time defined
Market  data about existing clients
research data  data about possible new clients
includes:  data from internal sources
 data from external sources such as:
 trade associations/journals
 Yellow Pages small business surveys
 libraries
 Internet
 Chamber of Commerce
 client surveys and industry reports
 secondary market research
 primary market research such as:
 telephone surveys
 personal interviews
 mail surveys
Competitor  competitor offerings
analysis  competitor promotion strategies and activities
 competitor profile in the market place
SWOT analysis  internal strengths such as staff capability, recognized
includes:  quality
 internal weaknesses such as poor morale,
 under-capitalization, poor technology
 external opportunities such as changing market and
 economic conditions
 external threats such as industry fee structures, strategic
 alliances, competitor marketing
Key indicators  salary cost and staffing
may include:  personnel productivity (particularly of principals)
 profitability
 fee structure
 client base
 size staff/principal
 overhead/overhead control
Organizational  legal structure (partnership, limited liability company, etc.)
structures  organizational structure/hierarchy
include:  reward schemes
Market position  product
should  the good or service provided
include data  product mix
on:  the core product - what is bought
 the tangible product - what is perceived
 the augmented product - total package of consumer
 features/benefits
 product differentiation from competitive products
 new/changed products

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 price and pricing strategies (cost plus, supply/demand, ability to
pay, etc.)
 pricing objectives (profit, market penetration, etc.)
 cost components
 market position
 distribution strategies
 marketing channels
 promotion
 promotional strategies
 target audience
 communication
 promotion budget
Practice brand  practice image
may include:  practice logo/letter head/signage
 phone answering protocol
 facility decor
 slogans
 templates for communication/invoicing
 style guide
 writing style
 AIDA (attention, interest, desire, action)
Benefits may  features as perceived by the client
include:  benefits as perceived by the client
Promotion tools  networking and referrals
include:  seminars
 advertising
 press releases
 publicity and sponsorship
 brochures
 newsletters (print and/or electronic)
 websites
 direct mail
 telemarketing/cold calling
Yield per  raising charge out rates/fees
existing client  packaging fees
may be  reduce discounts
increased by:  sell more services to existing clients
Evidence Guide
Critical Aspects The candidate must be able to demonstrate:
of Competence  ability to identify the key indicators of business performance
 ability to identify the key market data for the business
 knowledge of a wide range of available information sources
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 ability to acquire information not readily available within a
business
 ability to analyze data and determine areas of improvement
 ability to negotiate required improvements to ensure
implementation
 ability to evaluate systems against practice requirements
 and form recommendations and/or make recommendations
 ability to assess the accuracy and relevance of information
Knowledge and  data analysis
Attitudes  communication skills
 computer skills to manipulate data and present information
 negotiation skills and problem solving
 planning skills
 marketing principles
 ability to acquire and interpret relevant data
 current product and marketing mix
 use of market intelligence
 development and implementation strategies of promotion and
growth plans
Underpinning  data analysis and manipulation
Skills  ability to acquire and interpret required data
 current practice systems and structures
 sources of relevant benchmarking data
 methods of selecting relevant key benchmarking indicators
 communication skills
 working and consulting with others when developing plans for
the business
 negotiation skills and problem solving
 using computers to manipulate, present and distribute
information
 planning skills
Resource Access is required to real or appropriately simulated situations,
Implications including work areas, materials and equipment, and to information
on workplace practices and OHS practices.
Assessment  Interview / Written Test
Context of Competence may be assessed in the work place or in a simulated

Maintain Quality System and Continuous Improvement
Unit Title
Processes (Kaizen)

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Unit Descriptor This unit of competence covers the skills and knowledge
required to prevent process improvements in their own work
from slipping back to former practices or digressing to less
efficient practices. It covers responsibility for the day- to-day
operation of the work/functional area and ensuring that quality
system requirements are met and that continuous
improvements are initiated and institutionalized.
1. Develop and 1.1 Distribute and explain information about the enterprise's
maintain quality quality system to personnel
framework 1.2 Encourage personnel to participate in improvement
within work area processes and to assume responsibility and authority
1.3 Allocate responsibilities for quality within work area in
accordance with quality system
1.4 Provide coaching and mentoring to ensure that
personnel are able to meet their responsibilities and
quality requirements
2. Maintain quality 2.1 Identify required quality documentation, including records
documentation of improvement plans and initiatives
2.2 Prepare and maintain quality documentation and keep
accurate data records
2.3 Maintain document control system for work area
2.4 Contribute to the development and revision of quality
manuals and work instructions for the work area
2.5 Develop and implement inspection and test plans for
quality controlled products
3. Facilitate the 3.1 Ensure all required procedures are accessible by
application of relevant personnel
standardized 3.2 Assist personnel to access relevant procedures, as
procedures required
3.3 Facilitate the resolution of conflicts arising from job
3.4 Facilitate the completion of required work in accordance
with standard procedures and practices
4. Provide training 4.1 Analyze roles, duties and current competency of relevant
in quality personnel
systems and 4.2 Identify training needs in relation to quality system and
improvement continuous improvement processes (kaizen)
processes
4.3 Identify opportunities for skills development and/or training
programs to meet needs
4.4 Initiate and monitor training and skills development
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programs
4.5 Maintain accurate training record
5. Monitor and 5.1 Review performance outcomes to identify ways in which
review planning and operations could be improved
performance 5.2 Use the organization’s systems and technology to
monitor and review progress and to identify ways in which
planning and operations could be improved
5.3 Enhance customer service through the use of quality
improvement techniques and processes
5.4 Adjust plans and communicate these to personnel
involved in their development and implementation
6. Build continuous 6.1 Organize and facilitate improvement team
improvement 6.2 Encourage work group members to routinely monitor key
process process indicators
6.3 Build capacity in the work group to critically review the
relevant parts of the value chain
6.4 Assist work group members to formalize improvement
suggestions
6.5 Facilitate relevant resources and assist work group
members to develop implementation plans
6.6 Monitor implementation of improvement plans taking
appropriate actions to assist implementation where
required.
7. Facilitate the 7.1 Analyze the job completion process
identification of 7.2 Ask relevant questions of job incumbent
improvement
opportunities 7.3 Encourage job incumbents to conceive and suggest
improvements
7.4 Facilitate the trying out of improvements, as appropriate
8. Evaluate 8.1 Undertake regular audits of components of the quality
relevant system that relate to the work area
components of 8.2 Implement improvements in the quality system in
quality system accordance with own level of responsibility and workplace
procedures
8.3 Facilitate the updating of standard procedures and
practices
8.4 Ensure the capability of the work team aligns with the
requirements of the procedure
Variable Range

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Coaching and May refer to:
mentoring  providing assistance with problem-solving
 providing feedback, support and encouragement
 teaching another member of the team, usually focusing on a
specific work task or skill
Continuous May include:
improvement  cyclical audits and reviews of workplace, team and
processes may individual performance
include:  evaluations and monitoring of effectiveness
 implementation of quality systems, such as International
Standardization for Organization (ISO)
 modifications and improvements to systems, processes,
services and products
 policies and procedures which allow the organization to
systematically review and improve the quality of its
products, services and procedures
 seeking and considering feedback from a range of
stakeholders
 Kaizen
 Enterprise-specific improvement systems
Technology May include:
 computerized systems and software such as databases,
project management and word processing
 telecommunications devices
 any other technology used to carry out work roles and
responsibilities
Customer service May be:
 internal or external
 to existing, new or potential clients
Key process Key process indicators may include:
indicators  statistical process control data/charts
 orders
 lost time, injury and other OHS records
 equipment reliability charts, etc.
Continuous May include:
improvement tools  statistics
 cause and effect diagrams
 fishbone diagram
 Pareto diagrams
 run charts
 X bar R charts
 PDCA
 Sigma techniques
 balanced scorecards
 benchmarking
 performance measurement
 upstream and downstream customers
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 internal and external customers immediate and/or final
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence  taking active steps to implement, monitor and adjust plans,
processes and procedures to improve performance
 supporting others to implement the continuous improvement
system/processes, and to identify and report opportunities
for further improvement
 knowledge of principles and techniques associated with
continuous improvement systems and processes
 assist others to follow standard procedures and practices
 assist others make improvement suggestions
 standardize and sustain improvements
Assessors should ensure that candidates can:
 implement and monitor defined quality system
 requirements and initiate continuous improvements within
the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems in the
work area
 initiate quality processes to enhance the quality of
performance of individuals and teams in the work area
 gain commitment of individuals/teams to quality principles
and practices
 implement effective communication strategies
 encourage ideas and feedback from team members when
developing and refining techniques and processes
 analyze training needs and implement training programs
 prepare and maintain quality and audit documentation
Knowledge and  principles and techniques associated with:
Attitudes  benchmarking
 best practice
 change management
 continuous improvement systems and processes
 quality systems
 range of procedures available and their application to
different jobs
 applicability of takt time and muda to jobs
 identification and possible causes of variability in jobs
 continuous improvement process for organization
 questioning techniques

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 methods of conceiving improvements
 suggestion and try out procedures
 relevant OHS
 quality measurement tools for use in continuous
improvement processes
 established communication channels and protocols
 communication/reporting protocols
 continuous improvement principles and process
 enterprise business goals and key performance indicators
 enterprise information systems management
 enterprise organizational structure, delegations and
responsibilities
 policy and procedure development processes
 relevant health, safety and environment requirements
 relevant national and international quality standards and
protocols
 standard operating procedures (SOPs) for the technical
work performed in work area
 enterprise quality system
 coach and mentor team members
 gain the commitment of individuals and teams to
continuously improve
 innovate or design better ways of performing work
 communicate with relevant people
 prioritize and plan tasks related to encouraging and
improving use of standardized procedures
 negotiate with others to resolve conflicts and gain
commitment to standardized procedures
 facilitate other employees in improvement activities
 implement and monitor defined quality system requirements
 initiate continuous improvements within the work area
 apply effective problem identification and problem solving
techniques
 strengthen customer service through a focus on continuous
improvement
 implement, monitor and evaluate quality systems
 implement effective communication strategies
 encourage ideas and feedback from team members when
developing and refining techniques and processes
 analyze training needs and implementing training programs
 prepare and maintain quality and audit documentation
Resources Access may be required to:
Implication  workplace procedures and plans relevant to work area
 specifications and documentation relating to planned,
currently being implemented, or implemented changes to
work processes and procedures relevant to the candidate
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 documentation and information in relation to production,
waste, overheads and hazard control/management
 enterprise quality manual and procedures
 quality control data/records
Methods of Competence in this unit may be assessed by using a
Assessment combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
procedures and contingency management; principles and
techniques associated with change management
 review of the audit process and outcomes generated by the
candidates
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
In all cases, practical assessment should be supported by
questions to assess underpinning knowledge and those
aspects of competence which are difficult to assess directly.
Context of Competence may be assessed in the work place or in a
Assessment simulated workplace setting / environment.

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Sector: Information and Communication Technology
Sub-Sector: Information Technology
Level V IT Service Management
Level IV Hardware and Web and Multimedia Designing Database

Network Servicing and Development Administration
Level III Hardware and Web and Multimedia Designing Database

Network Servicing and Development Administration
Level II IT Support Service
Level I IT Support Service

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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 Engineering Capacity Building Program (ecbp) who
made the development of this occupational standard possible.
This occupational standard was revised and finalized on August 2011 Addis Ababa,
Ethiopia.

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EOS Hardware and Network Servicing L3 &amp; L4

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EOS Hardware and Network Servicing L3 &amp; L4

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Federal Democratic Republic of Ethiopia

HARDWARE AND NETWORK

Ethiopia has embarked on a process of reforming its TVET-System. Within the

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

Ministry of Education Hardware and Network Servicing Version 3

ICT HNS4 04 0811 ICT HNS4 05 0811 ICT HNS4 06 0811

ICT HNS4 07 0811 ICT HNS4 08 0811 ICT HNS4 09 0811

ICT HNS4 10 1012

NTQF Level III

ICT HNS3 01 0811 ICT HNS3 02 0811 ICT HNS3 03 0811

ICT HNS3 04 0811 ICT HNS3 05 0811 ICT HNS3 06 0811

ICT HNS3 07 0811 ICT HNS3 08 0811 ICT HNS3 09 0811

ICT HNS3 10 0811 ICT HNS3 11 0811 ICT HNS3 12 0811

ICT HNS3 13 0811 ICT HNS3 14 1012

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

1. Establish 1.1 Quality specifications are developed and agreed upon in

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Occupational Standard: Hardware and Network Servicing Level IV

Elements Performance Criteria

1. Review 1.1 Establish strategies to monitor and evaluate performance

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

1. Confirm 1.1 Network operating system, server applications and

Ministry of Education Hardware and Network Servicing Version 3

Application May include database programs, word processors, email

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

Elements Performance Criteria

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

Ministry of Education Hardware and Network Servicing Version 3

Ministry of Education Hardware and Network Servicing Version 3

EOS Hardware and Network Servicing L3 & L4

EOS Hardware and Network Servicing L3 & L4