National Corporate Training Pty Ltd 2008
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Student Guide CertificateCertificate IIIIII inin InformationInformation TechnologyTechnology ICA30105ICA30105
Produced by National Corporate Training Pty Ltd
Stand Alone Program
©National Corporate Training Pty Ltd Versionwww.nct.net.au 2008-02 Copyright Information © National Corporate Training Pty Ltd 2008
This work is copyright. Apart from any use as permitted under the Copyright Act 1968 and the Copyright Amendment Act 1996, no part may be reproduced by any process (including email or internet linking) without prior written permission of the author and publishers. However, permission is given to trainers and teachers who purchase this book from National Corporate Training Pty Ltd to make copies by photocopying or other duplicating processes within their school only, for their use or their students’ use for educational purposes only. This permission does not extend to the making of copies for use outside the School, or the making of copies for loan, hire or resale to third parties. Requests and inquiries concerning other reproduction and rights should be directed in the first instance to the Managing Director National Corporate Training Pty Ltd (08) 9249-4008. Any units of competency reproduced in this booklet are copyright to the Federal Government. Any information downloaded from the Internet has been sourced and references contained in the resources page. The cost of this booklet in no way is for any of this information but rather for the written tasks, content and formatting and other information contained therein.
Every effort has been made to ensure the accuracy of its content, but the authors and publishers o not accept any responsibility for any loss, injury or damage arising from such information. National Corporate Training does not give any warranty nor accept any liability in relation to the contents of this work. First published January 2008. Cert III Information Technology ICA30105. © National Corporate Training Pty Ltd 2008.
©National Corporate Training Pty Ltd Version 2008-02 Contents Program Outline for the Semester...... 4 Information for parents and students...... 1 Background to the course...... 1 Pathways...... 1 Time allocated for this Course of Study...... 1 Learning Outcomes...... 2 School’s assessment policy...... 2 Assessment Review...... 3 Purpose of assessments...... 3 Assessment Methodology...... 3 Reasonable Adjustments...... 3 Time allowed...... 3 What is Competency?...... 3 Portfolios...... 3 Group Work...... 4 Authentication of out-of-class assessment tasks...... 4 Cheating and plagiarism...... 4 Completion of the assessment requirements...... 4 Monitoring student progress...... 4 Occupational Safety and Health...... 4 Assessment Recording Sheet...... 6 Instructions...... 7 Program of Work...... 7 ICAT3025B Run standard diagnostic tests...... 10 ICAS3031B Provide advice to clients...... 14 ICAI3020 Install and optimise operating system software...... 21 ICAD3218B Create user documentation...... 27 ICAS3234B Care for Computer hardware...... 31 ICAU3004B Apply Occupational health and safety procedures...... 37 ICAU3019B Migrate to new technology...... 40 ICAU3028B Customise packaged software applications for clients...... 44 ICAU3028B Customise packaged software applications for clients...... 44 ICAU3126B Use advanced features of computer applications...... 47 ICAI3110B Implement system software changes...... 51 ICAB4169B Use development software and IT tools to build a basic website...... 56 ICAB4135B Create a simple markup language document to specification...... 59 ICAB3018B Develop Macros and templates for clients using standard products...... 63 ICAI3021B Connect internal hardware components...... 66 ICAS3115B Maintain equipment and software in working order...... 70 CUFMEM12A Update web pages...... 73 CUFMEM01A Use an authoring tool to create an interactive sequence...... 76 CUECOR1A Manage own work and learning...... 79 CUECOR02B Work with others...... 82 Resources...... 86
©National Corporate Training Pty Ltd Version 2008-02 Program Outline for the Semester
The week by week program is shown below together with due dates for completion of tasks. As the parent of the student completing this program of work, please read this and provide your child with encouragement to complete the assigned tasks by the due dates. Print out or photocopy this page and place on the wall next to where your child completes their homework. It will act as a memory jogger for you and your child.
Please sign the sheet at the beginning of this booklet and return to the teacher whose name appears on the front of this booklet. By signing the sheet you are agreeing to check on the progress of your child, to encourage them to get their tasks completed by the due date and that you are satisfied with the program of work. If you disagree with any of these requirements, please telephone the teacher to discuss your concerns.
Dear ______[insert the name of the teacher]
I have read my child’s Study Guide for this subject and agree to the following:
1. I will check on the progress of my child periodically by asking them about their work 2. I will encourage them to get their tasks completed by the due date 3. I am satisfied with the program of work as outlined in this booklet 4. I and my child understand the assessment policy as outlined in this booklet
Signed:______Date: ______[parent or guardian’s name]
Parent or Guardian’s Name: ______
Contact Phone No: ______
Child’s name: ______
©National Corporate Training Pty Ltd Version 2008-02 Information for parents and students
Background to the course
This qualification provides the skills and knowledge for an individual to be competent in introductory ICT ‘technical’ functions and is designed to support information activities in the workplace and to achieve a degree of self-sufficiency as an advanced ICT ‘user’.
Students will achieve a Certificate III in Information Technology ICA 30105 as they complete their coursework, tasks. This qualification is designed to reflect the role of employees who perform a range of skilled operations in the IT industry sector with the need to apply discretion and judgment and some multi-skilling. The qualification would lead to employment as a help desk IT support person.
To do this well and to become competent in this area, students need to complete all tasks, activities, the required number of work placements, display good organisational skills, work safely at all times and have a good work ethic.
Pathways Pathways from this course include Certificate IV Courses in a related area. This course of study forms part of the secondary graduation requirements.
Certificate III in Information Technology ICA 30105 is an appropriate qualification for person working in the IT Industry. This qualification is designed to reflect the role of entry level employees who perform routine tasks with minimal supervision in the workplace.
Time allocated for this Course of Study The nominal hours for the Certificate III in Information Technology ICA 30105 is 420 hours. This includes class contact time, completion of projects, assignments and research.
©National Corporate Training Pty Ltd Version 2008-02 Page 1 Learning Outcomes
For the Certificate III in Information Technology the units the students must coplete to achieve the whole Certificate are 6 Core Units, all core units in one of the specialist streams, 2 elective units from the IT training package list or others at Cert III or IV in the ICA training package and 2 other electives from IT, Business, Film, TV, Radio or Multimedia, Printing and Graphics, Retail, visual Arts areas at level III or IV.
Unit Code Unit Name Core or Elective Nominal Hours Core units 1 ICAT3025B Run standard diagnostic tests Core 15 2 ICAS3031B Provide advice to clients Core 35 3 ICAI3020B Install and optimise operating system Core 20 software 4 ICAD3218B Create user documentation Core 20 5 ICAS3234B Care for Computer Hardware Core 20 6 ICAU3004B Apply Occupational health and safety Core 20 procedures Application Stream 7 ICAU3019B Migrate to new technology Specialist core 25 Stream ICAU3028B Customise packaged software applications for Specialist core 40 clients Stream ICAU3126B Use advanced features of computer applications Specialist core 35 Stream 8 ICAI3110B Implement system software changes Specialist core 25 Stream Electives – 2 from ICA List of electives 9 ICAB4169B Use development software and IT tools to Elective 20 build a basic website ICAB4135B Create a simple markup language document to Elective 20 specification ICAB3018B Develop Macros and templates for clients using Elective 55 standard products 10 ICAI3021B Connect internal hardware components Elective 30 Electives – 2 from elsewhere or ICA ICAS3115B Maintain equipment and software in working Elective 25 order CUFMEM12A Update web pages Elective 30
11 CUFMEM01A Use an authoring tool to create an interactive Elective 40 sequence CUECOR1A Manage own work and learning Elective 10
CUECOR2A Work with others Elective 15
Total Hours
©National Corporate Training Pty Ltd Version 2008-02 Page 2 School’s assessment policy Refer to the Schools Assessment Policy in the Handbook. Assessment Review
If you are deemed not yet competent and you feel this is not warranted, to have your assessments reviewed, you need to request this in writing to the Principal stating your reasons why and providing any additional evidence. If you wish to appeal an assessment decision on your VET units of Competency you must write to the Managing Director of National Corporate Training Pty Ltd stating your reasons why and providing any additional evidence to support your application. There is no charge for this for school students. Purpose of assessments The purpose of the assessments is to confirm that you can perform to the standards expected in the workplace, as expressed in the competency standards contained in the Training Package as well as for secondary graduation. Assessment Methodology You will be directly observed by your teacher during the classes; you will need to complete assignments. Reasonable Adjustments If you need any assistance or special arrangements for an assessment or in completing your projects please advise your teacher and s/he will make the necessary arrangements. Time allowed The assessments must be completed within the School Schedule. No additional time is permitted outside of this due to Curriculum Council restrictions on when the school year ends and reporting timelines. What is Competency? You will be judged competent if you complete all assignment questions correctly, complete all required tasks on time and correctly, complete all assessments and tasks and compile your evidence portfolio effectively as well as exhibiting good behaviour, safe attitude and a good work ethic at school and in the work place. If you fail to do any part of these you will not be competent in this certificate. Portfolios Evidence of your VET units of competency and your curriculum council subject must be kept for at least one year or until the Curriculum Council has confirmed their assessments and National Corporate Training Pty Ltd have given their approval to destroy your portfolio (usually after 6 months). Your portfolio is to contain the following:
Assignment Cover Sheet signed by you All observation sheets completed by your teacher on your performance All worksheets and activities completed Any other evidence you have collected Any Certificates achieved as part of your coursework.
©National Corporate Training Pty Ltd Version 2008-02 Page 3 Group Work The purpose of group assessment is to assess students’ capacity to work as a team member and therefore any group assessment must also be assessed for each individual for the content.
Authentication of out-of-class assessment tasks Students will be asked to complete tasks at home and it is unfair on the whole class if any student receives unfair assistance outside of class from, for example, tutors or parents with that assignment. It will also disadvantage the student child. This does not mean that parents are not able to provide guidance and advice and this is actively approved of.
The following procedures are used to validate out-of-class work: periodical monitoring of student progress with out-of-class assessment tasks completed over extended periods unseen questions administered in class which may have open access to reference notes research questions completed at home, with assessment measured by in-class testing of the key concepts prepared questions researched out of class but completed in class.
Cheating and plagiarism The school has a policy on cheating and plagiarism. All students must abide by this policy. Any student who cheats or plagiarises will fail that assessment and parents will be advised. Any student who provides their work for another to copy is guilty of plagiarism and cheating as well.
Completion of the assessment requirements Students must complete all assessments in this course of study to be graded as competent. Any student who fails to complete an assessment may result in reduced results. The school has a fair and reasonable approach to time allowed to complete all assessments in this program. Ask your teacher if you need additional assistance in completing the course requirements.
Monitoring student progress The school will monitor the students’ progress in this program through the teacher. The school will also need to keep records to show that the time requirement has been met and the school will maintain a summary record of skills that each student has demonstrated. Occupational Safety and Health It is essential that all students complete the generic and industry relevant Safety-line Smart Move Certificate on the Work Safe Web Site (see Resources section for link) prior to commencing any work placement. Your teacher will ensure that this is completed.
©National Corporate Training Pty Ltd Version 2008-02 Page 4 Evidence List The following list identifies the type of evidence that will be collected to enable judgements to be made about your success in the units of competency
Unit Code Unit of Competency Evidence to be provided
ICAT3025B Run standard diagnostic tests ICAS3031B Provide advice to clients ICAI3020B Install and optimise operating system software ICAD3218B Create user documentation ICAS3234B Care for Computer Hardware ICAU3004B Apply Occupational health and safety procedures ICAU3019B Migrate to new technology ICAU3028B Customise packaged software applications for clients ICAU3126B Use advanced features of computer applications ICAI3110B Implement system software changes
Electives – Choose 2 ICAB4169B Use development software and IT tools to build a basic website ICAB4135B Create a simple markup language document to specification ICAB3018B Develop Macros and templates for clients using standard products ICAI3021B Connect internal hardware components
Electives – Choose 2 ICAS3115B Maintain equipment and software in working order CUFMEM12A Update web pages
CUFMEM01A Use an authoring tool to create an interactive sequence CUECOR1A Manage own work and learning
CUECOR2A Work with others
©National Corporate Training Pty Ltd Version 2008-02 Page 5 Assessment Recording Sheet
Certificate Name and Number: Certificate III in Information Technology ICA30105
Student Name: ______
Unit Code Unit Name CO NYC ICAT3025B Run standard diagnostic tests ICAS3031B Provide advice to clients ICAI3020B Install and optimise operating system software ICAD3218B Create user documentation ICAS3234B Care for Computer Hardware ICAU3004B Apply Occupational health and safety procedures ICAU3019B Migrate to new technology ICAU3028B Customise packaged software applications for clients ICAU3126B Use advanced features of computer applications ICAI3110B Implement system software changes Electives – Choose 2 ICAB4169B Use development software and IT tools to build a basic website ICAB4135B Create a simple markup language document to specification ICAB3018B Develop Macros and templates for clients using standard products ICAI3021B Connect internal hardware components Electives – Choose 2 ICAS3115B Maintain equipment and software in working order CUFMEM12A Update web pages
CUFMEM01A Use an authoring tool to create an interactive sequence CUECOR1A Manage own work and learning
CUECOR2A Work with others
Teacher’s signature:
Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 6 Instructions As you work through the material, follow these steps.
Step 1 Listen to your teacher when they are delivering the content to you. Look at the internet resources allocated for these units. Step 2 Work your way through the questions and tasks and ask your teacher for assistance as well as using the Learning Resource Book. Step 3 When you have completed all tasks and questions for the unit you are currently working on, hand these into your teacher for marking. They will provide constructive feedback to you. If you are required to resubmit any work then do so and they will re-assess you. Step 4 Attend the work placements as required and ensure that you display good work ethic and develop effective work habits. Step 5 Store all evidence in your portfolio for assessment.
Suggested Program of Work – Core Units NB this program of wok covers the core units only. Suggested elective units are recommended in the comments column and below this table. Week Topic Activities/Tasks to complete Comments/Related Unit/Element 1 Introduction Student Induction into VET School to provide Instructions for program Student Guide and Assignments to be Learning Resource completed, Induct Book students into VET program Student’s to provide own Pencils, Paper and A4 display folder
2 Using advanced Students learn of the process of Related Units features and customising software. Producing ICAU3028B and Customising Software the relevant documentation, ICAU3126 using the advanced features of programs and developing a Suggested Electives customised database system in ICAB3018B a simulated project environment 3 Technical Help Desk Students learn the technical side Related Units Functions of installing, upgrading, and ICAI3110B, configuring software. Activities ICAU3019B, and included installing and ICAI3020B configuring software, migrating software, and implementing change within organisational guidelines 4 Computer Hardware Students cover how to care for Related Units and diagnostics computer components and how ICAT3025B, to run diagnostic tests in order to ICAS3234B, and determine possible resolutions ICAU3004B to technical problems. Students also learn of the safety aspects Suggested Elective
©National Corporate Training Pty Ltd Version 2008-02 Page 7 Week Topic Activities/Tasks to complete Comments/Related Unit/Element of handling hardware. ICAI3021B ICAS3115B 5 Communicating with Students learn to communicate Related Units Clients with clients in terms of creating ICAS3031B and useful user documentation, ICAD3218B providing professional advice, and technical support contracts Suggested Elective in an IT workplace CUECOR2A
Program of Work - Elective Units
6 Planning to complete the Internet research on Related to unit course managing tasks, allocating CUECOR1A study time...etc 7 Web Development Units Students learn about the ICAB4169B with basics of creating a website ICAB4135 using html to web authoring OR tools. Students complete CUFMEM01A with range of activities and projects CUFMEM12A to end up with the creating of a website 8 Macros Students learn about the Related Unit process of creating macros ICAB3018B and create some of the their own, If selected as an elective, it is suggested that this unit be taught along side with the Using advanced features and Customising Software core units 9 Connecting Hardware Student engage in activities ICAI3021B and maintaining that simulate real-life ICAS3115B equipment in Working environments when Order connecting hardware and If any unit is selected maintaining it. as an elective, it is suggested that this unit be taught along side with the Computer Hardware and diagnostics 10 Working with others Students learn to work in Related Unit teams, communicate in a CUECOR2A team environment and how to behave in conflict situations.
©National Corporate Training Pty Ltd Version 2008-02 Page 8 Assessment Cover sheet
Student’s name:
Teacher’s name: All units as per course outlines Unit(s) of competency to be assessed: As per evidence list Evidence to be collected:
Candidate to answer questions (yes/no) Have the purpose and the consequences of the assessment been explained? Have you received copies of the relevant unit(s) of competency? Do you understand what evidence is to be collected? Have your rights and the appeal system been fully explained? Have you discussed any special needs to be considered during assessment?
I agree that the information I have provided as part of my assessment is my own work.
Student’s Date: signature:
Teacher’s Date: signature:
©National Corporate Training Pty Ltd Version 2008-02 Page 9 ICAT3025B Run standard diagnostic tests
Description This unit is 15 hours and is about conducting diagnostic tests on a range of platforms.
Learning Outcomes At the end of this unit of competency you will be able to:
Operate system diagnostics Run the system diagnostic program according to specification Modify the system configuration as indicated by the diagnostic program Carry out preventative maintenance in line with organisational guidelines
Scan system for viruses Scan the system to check and maintain virus protection Report identified viruses to an appropriate person Remove virus infections found by the scan using software tools and/or procedures or by restoring back-ups Document relevant symptom and removal information
Learning Path Activity 1 In consultation with your supervisor, trainer or mentor find out about any diagnostic tools, manuals and procedures used within your enterprise. You will make a list of the available diagnostic tools in your enterprise and then demonstrate that you can run these tools on the various platforms.
You will also be required to perform one part of a preventative maintenance program, namely, carry out virus scanning to keep the system virus free. If you do locate a virus you will be required to report it to your supervisor, trainer or mentor, remove it and document what you have done according to your enterprise’s processes.
Checklist Locate any diagnostic tools used in your enterprise. Also locate any manuals that accompany the software and utilise on-line help where appropriate. Run diagnostic tests on the various platforms. Demonstrate to your supervisor, trainer or mentor how to run these programs according to their specifications. Make notes on any feedback given by your supervisor, trainer or mentor. Reconfigure the existing system as indicated by the diagnostic software. Carry out this step according to the results of the diagnostic testing. You should also optimise (for example, defragment) the hard disk as part of the process. To carry out preventative maintenance, locate and use a virus scanning utility in conjunction with its manual or on-line help to detect and remove any viruses found on the system. Document and report any viruses located, to your supervisor following your enterprise’s policies.
©National Corporate Training Pty Ltd Version 2008-02 Page 10 Activity 2 Go to the following website and work through Learning Pack 1 through to Learning Pack 4. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAT3025A/index.htm
Checklist Learning Pack 1 – Use system diagnostic tools Learning Pack 2 – Determine and carry out preventative maintenance Learning Pack 3 – Detect and remove viruses Learning Pack 4 – Maintain a Systems Support Log
Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAT3025A/index.htm e.g. Click on the task and follow the instructions.
Assessment Task 2 – Questions Answer the following questions: 1. List some common configuration procedures when setting up a printer
2. What are some typical tasks carried out in a back-up procedure
©National Corporate Training Pty Ltd Version 2008-02 Page 11 3. Why might an organisation have security procedures in place?
4. Name 2 software diagnostic tools
5. What sort of maintenance might you carry out on a bubble jet printer?
6. List some security procedures that can be put in place for a computer which holds sensitive data.
Evidence List Email required for Task 1 List of Required Tools Demonstrate periodic maintenance check as per Periodic Maintenance Task Sheet Completed Job sheet Data CD to assist with installation of manual anti-virus updates Completed support log entry Assessment Task 2 Questions Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 12 Observation Sheet Candidate name Assessor name Unit of competency ICAT3025B Run standard diagnostic tests Name of workplace Date of assessment During the assessment, did the candidate: Satis Unsatis Operate system diagnostics Run the system diagnostic program according to specification Modify the system configuration as indicated by the diagnostic program Carry out preventative maintenance in line with organisational guidelines Scan system for viruses Scan the system to check and maintain virus protection Report identified viruses to an appropriate person Remove virus infections found by the scan using software tools and/or procedures or by restoring back-ups Document relevant symptom and removal information The candidate’s performance was: CO NYC Feedback to candidate:
Candidate's signature: Assessor's signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 13 ICAS3031B Provide advice to clients Description This unit is 35 hours and is about providing advice and support to clients including the communication of comprehensive technical information.
Learning Outcomes At the end of this unit of competency you will be able to:
Analyse client support issues Check for new problems logged by client Check previous logs for similar problems or requests from client Investigate and document the support issues affecting the client Notify client of the results of investigation and provide advice and support on findings Obtain client feedback and make changes Provide advice on software, hardware or network Confirm software, hardware or network requirements with client Investigate and document a solution Document additional requirements discovered in the investigation and refer them to the client
Obtain approval from the client to implement the solution Investigate and document the amount of technical support the client may require Discuss and agree the level of technical support identified with the client Arrange a time with the client when support will take place Provide technical support as part of group or one-to-one instruction to the client Provide manuals and help documentation to the client
Obtain client feedback Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided Provide client with instructions on how to complete the form or use other means of providing feedback Distribute the evaluation or feedback to the client Review the feedback from the client to identify areas for improvement
Learning Path Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 5. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3031A/index.htm
©National Corporate Training Pty Ltd Version 2008-02 Page 14 Checklist Learning Pack 1 – Determine and address client support issues Learning Pack 2 – Liaise with Client Learning Pack 3 – Identify and Document Client Requirements Learning Pack 4 – Obtain and Review Client Feedback Learning Pack 5 – Provide Instruction Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3031A/index.htm e.g. Click on the task and follow the instructions.
Assessment Task 2 - Questions Complete the following Questions
What operating systems are available in your school computer labs?
Name 2 Active X controls that you can use in a MS Word document when creating forms.
What a 3 typical information sources available to someone working in a help desk environment?
What is the purpose of Contract and service agreements with client and vendors?
©National Corporate Training Pty Ltd Version 2008-02 Page 15 What are the function and basic features of an Operating System?
You are a new support technician for a company. How would you go about finding out the hardware and software supported by the organisation?
Explain what it means when someone describes the following features of hardware:
The monitor resolution is 1280 x 800
The DVD drive works at 52x
The mouse is a USB 2.0 optical mouse
Explain the importance of security and network guidelines and procedures
Organisations can rely on their own in-house and vendor support to resolve IT problems rather than seeking support from external companies. What are some common IT issues that an in-house support department may be able to assist with?
Why would you use a macro?
Explain the purpose of a template.
©National Corporate Training Pty Ltd Version 2008-02 Page 16 List some good practises when providing One-to-one instruction with a client.
A client has called the help desk department with some computer problems. What actions can you take to assess what needs to be done.
Technical manuals can come in many forms. Name three different forms of technical manuals.
A client is having some problems understanding the steps explained over the phone to rectify a computer problem. What are some alternative ways you can communicate the instructions to the client?
An existing client who had had a support called logged a week ago has rung again and is rude and abusive to you because nothing has been done. You look up the support request to find that the person who logged the call, had ordered some parts to fix the problem, but the parts were not arriving for another three days. The client had not been notified of this wait. What should have been done and what steps would take to calm the client down and rectify the situation?
Evidence List Task 1 – Job Description Form Task 1 – Follow up Email to Client Task 2 – Compile a checklist for liaising with client
©National Corporate Training Pty Ltd Version 2008-02 Page 17 Task 2 – Make a list of strategies for identifying the client’s technical support needs Task 3 – Client Requirements Template Task 3 – Client Contract Task 3 – Technical Support Contract Task 4 – Evaluation report on existing Customer Satisfaction form Task 5 – Training Needs checklist Task 5 – One-to-One training session plan Task 5 – Design an Evaluation Form Task 5 – Completed Evaluation form from another student on training session Completed Questions from Assessment Task 2 Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 18 Observation Sheet Candidate name Assessor name Unit of competency ICAS3031B Provide Advice to Clients Name of workplace Date of assessment During the assessment, did the candidate: Satis Unsatis Analyse client support issues Check for new problems logged by client Check previous logs for similar problems or requests from client Investigate and document the support issues affecting the client Notify client of the results of investigation and provide advice and support on findings Obtain client feedback and make changes Provide advice on software, hardware or network Confirm software, hardware or network requirements with client Investigate and document a solution Document additional requirements discovered in the investigation and refer them to the client Obtain approval from the client to implement the solution Investigate and document the amount of technical support the client may require Discuss and agree the level of technical support identified with the client Arrange a time with the client when support will take place Provide technical support as part of group or one-to-one instruction to the client Provide manuals and help documentation to the client Obtain client feedback Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided Provide client with instructions on how to complete the form or use other means of providing feedback Distribute the evaluation or feedback to the client Review the feedback from the client to identify areas for improvement The candidate’s performance was: CO NYC
©National Corporate Training Pty Ltd Version 2008-02 Page 19 Feedback to candidate:
Candidate's signature: Assessor's signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 20 ICAI3020B Install and optimise operating system software
Description This unit is 20 hours and is about installing operating systems and making adjustments to optimise the system to accommodate for business and client needs.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine function of operating systems Identify and demonstrate understanding of the purposes of the operating system Distinguish between batch system, real-time system, multi-tasking system Identify and demonstrate understanding of the basic functions of operating system, including file system, memory management, process scheduling Identify and demonstrate management of virtual memory
Obtain operating system Contact operating system vendors to obtain technical specifications and system requirements Document adjustment recommendations and provide to appropriate person Determine and apply knowledge of licensing, hardware and security requirements
Install, configure and optimise operating system Install, configure and test the operating system software in accordance with installation procedures and organisational requirements Optimise the system to meet organisational requirements Document the system according to organisational requirements Install the operating system with minimal disruption to client or users
Provide instruction to meet new software requirements Provide one-to-one instruction about changes to the client or users as required Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism
Learning Path Activity 1 In consultation with your supervisor, trainer or mentor, you will identify a client who has requested an operating system upgrade. You will then document and evaluate the requirements.
Your evaluation may include details such as: Enterprise guidelines - does the enterprise allow this type of operating system to be installed? Purchasing requirements - where can you get the required operating system? Internal stores or external? Licensing arrangements - does the enterprise have enough licenses or will they have to purchase another one? Budget considerations - does the budget allow for this purchase? Whose budget - the client’s or the technical area’s?
©National Corporate Training Pty Ltd Version 2008-02 Page 21 How many people will be involved with or disrupted by the upgrade? How long will the upgrade take?
You will use your evaluation to make recommendations about the most appropriate operating system to purchase. Once the recommendations have been approved you will arrange the purchase of the operating system.
Checklist Identify a client who has requested an operating system upgrade. Document the client’s requirements. Evaluate the requirements and make notes on the key items. Pass them to your supervisor, trainer or mentor for confirmation. To undertake the upgrade, you may need to purchase the required component. Locate and read your enterprise’s policy concerning purchasing. This should include information such forms to be filled out for purchasing components and any authorization required. Contact the supplier to obtain the technical specifications of the component. Make sure you find out the hardware and software requirements for the operating system. This will ensure that the operating system you purchase is compatible with the system you want to install it in. Complete the required forms and refer them to your supervisor, trainer or mentor for authorisation and action.
Activity 2 In Activity 1 you identified a client who requires an operating system to be installed and you purchased the operating system required. Once you have obtained the operating system, you will begin to install, test and configure it. You will document the system as required. For example, you will record the new operating system in the hardware/software register and file the licence in an appropriate place. Once the operating system is installed you will provide the client with instruction and support. Finally, you will obtain feedback from the client to ensure that the requirements have been met.
Checklist Prepare to install the operating system. Talk with your client about the most suitable time to do this so that you minimise disruption. Install the operating system following the manufacturer’s instructions. If necessary, run diagnostic tests to optimise the system. Keep a list of the tests you have used. Develop instructions for your client on how to use the new operating system. Make notes on the key points you will cover when developing instructions. Ensure that the upgraded operating system meets the client’s requirements. Give the instructions to the client and provide one-to-one instruction, as required. Ask the client to give you feedback to ensure their requirements have been met. This might be verbal or written. Record the new component and its location in the hardware/software register.
©National Corporate Training Pty Ltd Version 2008-02 Page 22 Assessments Assessment Task 1 - Demonstration You must be observed by your teaching installing and improving system performance with a minimum disruption to the clients. Your teacher will organize this event for you and observe you completing the installation and improvements. You must then write a report on the analysis of the installation for the client and the problems found.
Assessment task 2 - Questions Answer the following questions: 1. List the specifications of the system you are working on detailing the CPU, RAM, OS, HDD space, significant software, and user access accounts. NB: significant software means a specific piece of software that is on that machine for a purposed, e.g. MYOB for a computer in the accounting department or AutoCAD for a the Technical drawing department..etc
2. A client complains of their system running really slow. The HDD light is always flicking. You suspect that some other processes may be running in the background. How can you find out the processes currently running on the computer?
3. List three functions and features of Windows Vista Business Edition and Windows XP Professional
4. After a year of setting up and configuring computers for clients of your company, you have been promoted to manage all of the new technicians who are now going to take your place in setting up and configuring computers. You first duty is to develop a checklist of tasks that should be carried out when setting up and configuring computers. List five things that you would have on this checklist.
5. Graphics and CAD programs like 3ds max and Autodesk Inventor and gaming software like Dawn of War generally require a superior graphics card. Look up a graphics card that can be used for software that requires such cards and list the technical specifications.
©National Corporate Training Pty Ltd Version 2008-02 Page 23 6. In some cases some organisations do not ‘support’ particular applications. List one reason as to why an organisation may not support a particular piece of software? (e.g. Company affiliated with competition product)
7. Find out the system requirements for Microsoft Office Professional 2007. Does the following machine meet the minimum system specifications for Microsoft Office Profession 2007? YES or NO
CPU: Intel Pentium IV 3.0 Ghz RAM: 128 MB HDD: 160 GB OS: Windows 98
8. When installing and optimising software for an organisation it is important to have a broad knowledge of incorporating system software. One common aspect to check is the compatibility between different software and the compatibility between different versions of the same software. Answer True of False in the boxes to the for the following statements Something saved in Word 2007 format can be opened in Word 2003 AutoCAD 2008 is compatible with Windows Vista WOW (World of Warcraft) is compatible with Windows 3.1
9. List three common system diagnostic software
10. You are on the phone with a person who is in a panic state because their computer is doing ‘unexpected things’. The call goes like this
“My computer is just not working, when I click the mouse, the screen just gets messed up, I keep trying again but it just does the same thing! Then a message comes up and then I press enter and then nothing happens.”
List three questions you would ask to clarify what is going on.
11. Technical manuals can sometimes be difficult to understand and the use of Acronyms may be excessive. List 2 websites that you may use which will help you interpret technical terms. Example www.techterms.com
©National Corporate Training Pty Ltd Version 2008-02 Page 24 12. How can you access the following Diagnostic Tools Task Manager: Device Manager: Event Viewer:
Evidence List Observation Sheet from student demonstration Completed Questions from Assessment Task 2
©National Corporate Training Pty Ltd Version 2008-02 Page 25 Observation Sheet Candidate name Assessor name Unit of ICAI3020B Install and optimise system software Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine function of operating systems Identify and demonstrate understanding of the purposes of the operating system Distinguish between batch system, real-time system, multi- tasking system Identify and demonstrate understanding of the basic functions of operating system, including file system, memory management, process scheduling Identify and demonstrate management of virtual memory Obtain operating system Contact operating system vendors to obtain technical specifications and system requirements Document adjustment recommendations and provide to appropriate person Determine and apply knowledge of licensing, hardware and security requirements Install, configure and optimise operating system Install, configure and test the operating system software in accordance with installation procedures and organisational requirements Optimise the system to meet organisational requirements Document the system according to organisational requirements Install the operating system with minimal disruption to client or users Provide instruction to meet new software requirements Provide one-to-one instruction about changes to the client or users as required Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 26 ICAD3218B Create user documentation
Description This unit is 20 hours and is about creating user documentation that is clear to the target audience and easy to navigate.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine documentation standards and requirements Determine documentation requirements Investigate documentation and industry standards for requirements and determine appropriate application to user documentation Design documentation templates using appropriate software and obtain approval from appropriate person
Produce user documentation Conduct a review of the subject system, program, network or application in order to understand its functionality Gather existing technical, design or user specifications and supporting documentation Create user documentation based on template to record the operation of the subject system, program, network or application
Review and obtain sign off Submit user documentation to target audience for review Gather and analyse feedback Make changes to user documentation Submit user documentation to appropriate person for approval
Learning Path Activity 1 In consultation with your supervisor, trainer or mentor, you will identify a client or situation where user documentation is required. a. Document client needs You will be required to document the client’s documentation needs and gain agreement from your supervisor, trainer or mentor that the needs you have identified are in fact the client’s needs. Once you have agreement, you will familiarise yourself with the process your enterprise follows for writing user documentation.
It is a good idea to consider the final format your documentation will take e.g. will it be printed, electronic, available on the internet etc. The answer to this will determine a lot about the documentation standards you use. b. Create a template Following your enterprise’s processes, you will create a template you can use to develop the documentation. The template must include styles for text headings and body text as well as instructions which would help someone else to use your template to create user documentation in the future. You may also choose to include document information such as the system name, version, automatic filename and page number in the footer of the document to help with identifying versions of the document at a later date.
©National Corporate Training Pty Ltd Version 2008-02 Page 27 c. List client’s requirements Next you will identify some software that requires user documentation and write a list of the client’s requirements for the documentation. This list will give you a baseline to come back to when you have completed the documentation, to ensure that you have written what was required. You will discuss your list of requirements with your client and your supervisor, trainer or mentor before you begin writing. d. Write the documentation The next step is to write the user documentation. As you write remember to be clear and concise. Avoid using technical jargon wherever possible. If you can’t avoid using jargon include a glossary of terms which gives a clear description of the term. You will need to make sure that the documentation is presented in a sequence that will be logical to the end user. Cross references will also make the documents easier to use and navigate. e. Client review of documentation Before the documentation can be considered finished it will need to be passed to your client for review. The client will review it both for accuracy and to ensure that it is what they required. You will need to ask your client to provide feedback. You may also like to consider a usability test in which the client will walk through the document step by step to ensure that nothing has been forgotten. Once you have gathered all of the feedback from your client, and applied the changes to the documentation, you will proof read it before submitting it for final acceptance and sign off.
Checklist Become familiar with the process your enterprise follows for user documentation. Following these processes, create a template for your user documentation. Write down the features you will design in your template. This is a good time to determine the final format of the documentation - e.g. will it be printed, on-line. Identify a suitable software package that requires user documentation. Take some time to write down the requirements before you begin writing. Review your requirements document with your client and your supervisor, trainer or mentor before you move on to the next step. Write the documentation itself. Make sure that it is presented in a logical sequence and use cross references to make the document easier to use and navigate. Pass the documentation to your client for review. The client will look for accuracy and to confirm that it meets their requirements. You may also consider a usability test, where the client goes through the document step by step with you to ensure that nothing has been forgotten. Once you have gathered all of the feedback from your client, apply any changes to the document. After a final proof read, submit the document for acceptance and sign off.
Assessments Assessment Task 1 Create user documentation that meets business requirements, caters for a diverse readership, and is clear to the target audience and easy to navigate for a specific learning package/software program/client user program.
Assessment Task 2 - Questions Answer the following questions: Describe the instructional design principles you used to create the user documentation and in your answer describe such things as:
©National Corporate Training Pty Ltd Version 2008-02 Page 28 o Content features - clarity and readability o Functions and features of templates and style guides o Document design, web design and usability
Explain how you analysed the audience needs and how did you determine appropriate content, formats and styles
Evidence List User Documentation Answers to questions in Assessment Task 2 Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 29 Observation Sheet Candidate name Assessor name Unit of ICAD3218B Create user documentation Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine documentation standards and requirements Determine documentation requirements Investigate documentation and industry standards for requirements and determine appropriate application to user documentation Design documentation templates using appropriate software and obtain approval from appropriate person Produce user documentation Conduct a review of the subject system, program, network or application in order to understand its functionality Gather existing technical, design or user specifications and supporting documentation Create user documentation based on template to record the operation of the subject system, program, network or application Review and obtain sign off Submit user documentation to target audience for review Gather and analyse feedback Make changes to user documentation Submit user documentation to appropriate person for approval Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 30 ICAS3234B Care for Computer hardware
Description This unit is 20 hours and is about managing the selection, maintenance and siting of hardware.
Learning Outcomes Establish safe work practices Determine, record and apply relevant legal requirements and OH&S standards to the installation and maintenance of computer hardware Determine, record and apply requirements specified by hardware manufacturers Determine, record and apply safe work practices, taking into account legal and manufacturer requirements
Establish location requirements for hardware and peripherals Determine and apply suitable environmental conditions for hardware and peripherals Determine and apply system protection devices Determine and apply requirements when moving hardware Determine and apply suitable storage principles for hardware and associated peripherals and media
Establish maintenance practices Determine maintenance requirements specified by the equipment manufacturer Produce maintenance schedules, including removal of dust and grease build-up Perform diagnostic functions, including replacing suspect components with other serviceable components and reloading of associated software Determine whether unserviceable components are replaceable through warranty, replacement or upgrade Perform diagnostic functions using the operating system and third-party diagnostic tools
Determine appropriate hardware quality standards Consider and apply business requirements in respect of hardware matters Determine and apply quality standards to the selection of appropriate hardware and associated peripherals
Learning Pathway Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 6. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3234A/index.htm
©National Corporate Training Pty Ltd Version 2008-02 Page 31 Checklist Learning Pack 1 – Establish safe work practises Learning Pack 2 – Determining quality standards when selecting hardware Learning Pack 3 – Establish location handling, and storage Learning Pack 4 – Determine and carry out preventative maintenance Learning Pack 5 – Use System Diagnostic tools Learning Pack 6 – Perform basic diagnostics and repair Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3234A/index.htm e.g. Click on the task and follow the instructions.
Assessment Task 2 – Questions Answer the following questions
1. What legal / OSH standards relate to the installation and maintenance of computer hardware? 2. Identify the surge protection devices for the computer hardware and their installation instructions. 3. Explain various examples of replacing battery, CPU, CD/DVD drives, modem, RAM upgrades, CPU upgrades. 4. What are the general and electrical OHS principles when installing and maintaining computer hardware? 5. What are the main threats from viruses at the moment and how does it impact on maintaining and installing hardware? 6. What environmental effects can hardware cause? 7. Why is a maintenance schedule important? 8. What should you consider when handling high impedance devices? 9. Explain the different quality levels of different hardware manufacturers 10. What software runs on the various hardware maintained and installed in your work area? 11. What is the ideal room temperature for operating a PC? http://www.pcguide.com/care/care/gen/env.htm 12. Why is it important to consider the delivery temperature of a hardware component? http://www.pcguide.com/care/care/gen/env.htm 13. What factors need to be considered if installing computer hardware near a window? http://www.pcguide.com/care/care/gen/env.htm 14. Can computer hardware be installed in dusty or industrial environments? http://www.pcguide.com/care/care/gen/env.htm 15. Can cigarette smoke affect a computer?
©National Corporate Training Pty Ltd Version 2008-02 Page 32 http://www.pcguide.com/care/care/gen/env.htm 16. What is EMI and how can it be avoided? http://www.pcguide.com/care/care/gen/env.htm 17. What factors should you consider for the internal and external cooling and ventilation of computer hardware? http://www.pcguide.com/care/care/gen/env.htm 18. Does leaving the computer hardware on reduce or increase the life of the component – should you turn all equipment off every day? http://www.pcguide.com/care/care/gen/power.htm 19. What is power management and how can it lead to hardware failures? http://www.pcguide.com/care/care/gen/power.htm
Read the manufacturer’s instructions for the following hardware and produce a clearning and maintenance schedule for all of your computer hardware. When a maintenance task has been completed have your teacher/supervisor sign the maintenance schedule. Place the completed maintenance schedule, along with photocopies of manufacturer’s maintenance instructions (to prove you have read them) into your portfolio. Write down the warranty for each piece of hardware – for items like keyboards/mice the company may decide to throw them away when the warranty runs out and buy new ones because of how cheap they are becoming.
HARDWARE WARRANTY MANUFACTURERS CLEARNING AND THROW INSTRUCTIONS MAINTENANCE AWAY READ (initial by CONDUCTED teacher/supervisor) (initial by teacher/supervisor ) Monitors Cases (Computer) Modem Hard Drive Scanners Printers Fax Keyboard Mouse Laptops Blue Tooth Speakers Projectors
Internet Resources http://www.pcguide.com/care/pm.htm
Evidence Checklist Task 1 – Checklist for OHS considerations Task 2 – List of Terms Task 3 – Question Sheet – Installation of Computer Equipment Task 4 – Question Sheet – Preventative Maintenance Schedules
©National Corporate Training Pty Ltd Version 2008-02 Page 33 Task 5 – Task Sheet Task 6a – Error Report Task 6b – Hardware Device Check Answers to Questions in Assessment Task 2 Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 34 Observation Sheet Candidate name Assessor name Unit of ICAS3234B Care for computer hardware Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Establish safe work practices Determine, record and apply relevant legal requirements and OH&S standards to the installation and maintenance of computer hardware Determine, record and apply requirements specified by hardware manufacturers Determine, record and apply safe work practices, taking into account legal and manufacturer requirements
Establish location requirements for hardware and peripherals Determine and apply suitable environmental conditions for hardware and peripherals Determine and apply system protection devices Determine and apply requirements when moving hardware Determine and apply suitable storage principles for hardware and associated peripherals and media
Establish maintenance practices Determine maintenance requirements specified by the equipment manufacturer Produce maintenance schedules, including removal of dust and grease build-up Perform diagnostic functions, including replacing suspect components with other serviceable components and reloading of associated software Determine whether unserviceable components are replaceable through warranty, replacement or upgrade Perform diagnostic functions using the operating system and third-party diagnostic tools
Determine appropriate hardware quality standards Consider and apply business requirements in respect of hardware matters Determine and apply quality standards to the selection of appropriate hardware and associated peripherals Is the candidate Competent: CO NYC Feedback to candidate:
©National Corporate Training Pty Ltd Version 2008-02 Page 35 Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 36 ICAU3004B Apply Occupational health and safety procedures
Description This unit is 20 hours and is about supporting an organisation’s occupational health and safety principles and practises.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine OH&S issues relating to immediate work environment Identify person responsible for OH&S standards in the subject workplace Identify OH&S standards that apply to the workplace Review and assess workplace according to OH&S standards and record findings Report issues or problems with the workplace to the appropriate person
Document and disseminate OH&S requirements Determine and document the OH&S impact upon the subject workplace Submit documentation to appropriate person for verification Update or reissue OH&S documents relating to IT as required
Provide basic ergonomic advice Assess basic ergonomic requirements of people in the workplace Document the ergonomic advice for client based on vendor requirements, workplace policies and OH&S Submit advice to the appropriate person for verification
Learning Path Students are required to work through this web as the learning activity and complete all tasks and activities. http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3004A/index.htm
Assessments 1. Complete the Safetyline Smart Move Certificate – Generic and Business at www.safetyline.wa.gov.au 2. Explain how you would comply with Occupational Health and Safety requirements relating to the use of computing equipment, how you would identify unsafe practices and what action would you take to correct these unsafe practices. 3. Conduct a hazard check of your immediate IT classroom. Document any hazards found and solution to fix these hazards. Write a brief report for your teacher. 4. Research and download from the Internet an occupational Health and Safety document which relates to workstations – include this in your portfolio. 5. State to whom you would report these hazards? 6. Explain how you would assess and control risks within your own area of responsibility 7. State the workplace procedures for dealing with incidents accidents , fire and other emergencies 8. State to whom you would raise any Occupational Health and Safety issues 9. Explain how you contribute to participative arrangements for Occupational Health and Safety.
©National Corporate Training Pty Ltd Version 2008-02 Page 37 Evidence List Answers to questions Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 38 Candidate name Assessor name Unit of ICAU3004B Apply Occupational health and safety procedures Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine OH&S issues relating to immediate work environment Identify person responsible for OH&S standards in the subject workplace Identify OH&S standards that apply to the workplace Review and assess workplace according to OH&S standards and record findings Report issues or problems with the workplace to the appropriate person
Document and disseminate OH&S requirements Determine and document the OH&S impact upon the subject workplace Submit documentation to appropriate person for verification Update or reissue OH&S documents relating to IT as required
Provide basic ergonomic advice Assess basic ergonomic requirements of people in the workplace Document the ergonomic advice for client based on vendor requirements, workplace policies and OH&S Submit advice to the appropriate person for verification Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 39 ICAU3019B Migrate to new technology
Description This unit is 25 hours and is about acquiring the skills and knowledge in using new or upgrading technology
Learning Outcomes At the end of this unit of competency you will be able to:
Apply existing knowledge and techniques to technology and transfer Identify situations where existing knowledge can be used as the basis for developing new skills Acquire and use new or upgraded technology skills to enhance learning Identify, classify and use new or upgraded equipment where appropriate, for the benefit of the organisation
Apply functions of technology to assist in solving organisational problems Conduct testing of new or upgraded equipment Apply features of new or upgraded equipment and software within the organisation Use features and functions of new or upgraded equipment Access and use sources of information relating to new or upgraded equipment Evaluate new or upgraded technology performance Evaluate new or upgraded equipment for performance, usability and against OH&S standards Determine environmental considerations from new or upgraded equipment Seek feedback from users, where appropriate
Learning Path Activity 1 a. Identify three applications In consultation with your supervisor, trainer or mentor, you will identify at least three different applications to be used during the activity. You will evaluate their potential for your enterprise and review the results against enterprise goals or requirements, noting the features that could offer most benefit. b. Gather data To learn about the new technology you will have to refer to a wide variety of sources, such as trade magazines, manuals and web sites relevant to the particular technology. It may also be useful to locate other companies you can visit which already use the products. c. Evaluate the applications The first thing you will look for is the similarities between the products you are reviewing. You will then look for the areas where the items are different. You do this by reading material about each item, experimenting with each one to discover its strengths and weaknesses. As you work, you will be looking for the following in each item: Can it be put to use quickly? Does it offer new features that we couldn’t use before? Will it do the task more efficiently? What impact will this system have on our current systems?
Before you can recommend a purchase of new technology, you will also need to be able to:
©National Corporate Training Pty Ltd Version 2008-02 Page 40 Install it or set it up Ensure that relevant documentation is available Learn how to use it yourself Show others how to use it Show how the new features will solve problems your enterprise is facing Familiarise yourself with the support agreements offered by the vendor. d. Prepare recommendations Once you have evaluated the applications, you will then recommend the features you discovered showing how they meet the enterprise’s needs or goals. You will need to demonstrate the expected benefits and improved productivity, along with recommendations about how the improvements might be measured. You will also need to document potential issues associated with the implementation.
Checklist
Review any enterprise documents which relate to problems or improvements the enterprise wishes to address. Select one which may be able to be solved by purchasing a new software package.
Identify three applications not currently used by your enterprise, but which you believe may be useful. Discuss the applications with your supervisor, trainer or mentor.
For each of the applications locate a supplier and obtain their contact details. Contact the suppliers and ask for information about the products.
Collect information about the products from as many sources as you can. This might include trade journals, conference papers, advertising materials, the internet. You may also choose to contact other companies and find out how they use the applications.
Read the information and assess the features of each application, noting those features that could offer most benefit. Identify the areas where the applications are similar and those where they are different.
Discover the strengths and weaknesses of each package. Become sufficiently familiar with each package that you can describe them clearly to other people. In particular look for ease of use and new features that may enable you to achieve higher levels of productivity.
Make sure that you have a copy of the system documentation and are familiar with the process required to install and set it up.
Document your findings in a report, listing the benefits of each new application and whether you feel it is relevant to consider it now or in the future. Remember to include an assessment of its impact on your current system and any upgrades it will require.
Discuss your findings with your supervisor, trainer or mentor and decide which application will provide the most benefits to your enterprise.
Once the software is installed, arrange training for the users. You may also like to consider other things that could be done to ensure that people are using the features
©National Corporate Training Pty Ltd Version 2008-02 Page 41 you identified.
Make a list of your ideas. Decide how you might be able to demonstrate that using the new technology has resulted in productivity or efficiency gains for your enterprise.
Activity 2 Go to the following website and work through Learning Pack 1 through to Learning Pack 7. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Click on the task to reveal the Learning Packs before attempting the task itself
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3019A/index.htm
Checklist Learning Pack 1a and 1b – Build on Existing Knowledge Learning Pack 2 – Develop a simple installation plan Learning Pack 3 – Integrate and implement new technology Learning Pack 4 – Test and Use new features of Technology Learning Pack 5 – Test and use new features of technology Learning Pack 6 – Provide instruction Learning Pack 7 – Collect Feedback and Evaluate Technology Assessments Assessment Task 1 Roll out at least three new software programs to your computing lab and train the new users.
Assessment Task 2 Write a report to your supervisor on the rollout and the training conducted.
Evidence List Observation Sheet Written Report
©National Corporate Training Pty Ltd Version 2008-02 Page 42 Candidate name Assessor name Unit of ICAU3019B Migrate to new technology Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Apply existing knowledge and techniques to technology and transfer Identify situations where existing knowledge can be used as the basis for developing new skills Acquire and use new or upgraded technology skills to enhance learning Identify, classify and use new or upgraded equipment where appropriate, for the benefit of the organisation Apply functions of technology to assist in solving organisational problems Conduct testing of new or upgraded equipment Apply features of new or upgraded equipment and software within the organisation Use features and functions of new or upgraded equipment Access and use sources of information relating to new or upgraded equipment Evaluate new or upgraded technology performance Evaluate new or upgraded equipment for performance, usability and against OH&S standards Determine environmental considerations from new or upgraded equipment Seek feedback from users, where appropriate Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 43 ICAU3028B Customise packaged software applications for clients
Description This unit is 40 hours and is about analysing, designing, implementing, and reviewing the customisation of packaged software applications using simple programming constructs.
Learning Outcomes At the end of this unit of competency you will be able to:
Analyse customisation requirements Determine client requirements and document these in a requirements specification file in line with organisational requirements Confirm that the projected specifications meet client requirements Determine the required level of documentation necessary to meet client requirements
Develop customization Design software applications, taking into account system limitations and client needs Customise software applications using simple programming constructs, conforming to organisational requirements Have the client test the customised software applications and obtain feedback from the client Make further changes to software applications to meet client requirements Document the changes
Provide support for customised application Produce documentation for client Produce help desk documentation for ongoing support Obtain client evaluation and feedback to ensure that their requirements have been met
Learning Path Activity 1 Go to the following website and work through Learning Pack 1 through to Learning Pack 6. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Click on the task to reveal the Learning Packs before attempting the task itself
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3028A/index.htm
Checklist Learning Pack 1 – Identify and Document Client Requirements
©National Corporate Training Pty Ltd Version 2008-02 Page 44 Learning Pack 2 – Obtain Client Sign Off Learning Pack 3 – Design Software Modifications Learning Pack 4a and 4b – Design and Develop Macros Learning Pack 5 – Customise, test and amend software Learning Pack 6 – Produce User Documentation Assessments Activity 1 Go to the following website and work through Task1 through to Task 6. Through these tasks you are to work through a project for a fictitious company called Movie Mania who require some custom made software. e.g. Click on the task to find out the details of what you have to do
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3028A/index.htm
Evidence List Clients Requirements Report Client Sign Off Document Design Report List of Macros Create Customised Software to meet Client Requirements Known bugs and Issues List Quick Reference Card for new users Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 45 Observation Sheet Candidate name Assessor name Unit of ICAU3028B Customise packaged software applications for Competency clients Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Analyse customisation requirements Determine client requirements and document these in a requirements specification file in line with organisational requirements Confirm that the projected specifications meet client requirements Determine the required level of documentation necessary to meet client requirements Develop customization Design software applications, taking into account system limitations and client needs Customise software applications using simple programming constructs, conforming to organisational requirements Have the client test the customised software applications and obtain feedback from the client Make further changes to software applications to meet client requirements Document the changes Provide support for customised application Produce documentation for client Produce help desk documentation for ongoing support Obtain client evaluation and feedback to ensure that their requirements have been met Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 46 ICAU3126B Use advanced features of computer applications Description This unit is 35 hours and is about employing the advanced features of computer applications
Learning Outcomes At the end of this unit of competency you will be able to:
Manipulate data Employ advanced features of applications in the preparation and presentation of data Efficiently transfer data between applications, linking and embedding related data files as required Create and employ objects, macros and templates for routine activities Use shortcuts and features to increase personal productivity
Access and use support resources Solve routine problems using support resources Use on-line help to overcome difficulties with applications Solve problems with manuals and training booklets Access and apply technical support for system problems, utilising troubleshooting results and alert messages
Learning Path Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 3. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3126A/index.htm
Checklist Learning Pack 1 – Use help features to solve problems Learning Pack 2 – Use advanced features of software Learning Pack 3 – Use shortcuts to increase productivity Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAU3126A/index.htm
©National Corporate Training Pty Ltd Version 2008-02 Page 47 e.g. Click on the task and follow the instructions.
Evidence List Items for Task 1 Print outs (or screen dumps) of information on nested IF statements — what this function is and where to use it. Name of a computer magazine for looking up software vendors and products, and the version of Winzip you found. A list (with brief descriptions) of Microsoft Outlook tips and shortcuts. A screen shot of a forum posting you made, asking for good tutorials on recording macros in Microsoft Word Items for Task 2 Events database complete with all the linked/imported files Form letter Spreadsheet with VLOOKUP Spreadsheet with pivot table Items for Task 3 A template letter to use for mail merges, using the company letterhead A macro, attached to a button, for automating the export of data to a spreadsheet Brief instructions on how to update the pivot table A shortcut to the Events database, placed on the desktop The Proposal template with the specified styles and macros attached
©National Corporate Training Pty Ltd Version 2008-02 Page 48 Observation Sheet Candidate name Assessor name Unit of ICAU3126B Use advanced features of computer applications Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Manipulate data Employ advanced features of applications in the preparation and presentation of data Efficiently transfer data between applications, linking and embedding related data files as required Create and employ objects, macros and templates for routine activities Use shortcuts and features to increase personal productivity Access and use support resources Solve routine problems using support resources Use on-line help to overcome difficulties with applications Solve problems with manuals and training booklets Access and apply technical support for system problems, utilising troubleshooting results and alert messages Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 49 ICAI3110B Implement system software changes Description This unit is 15 hours and is about implementing system software changes and how to handover the modified system to the client’s operational area.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine system changes required Determine and record the required changes to system Ensure that documentary evidence exists to support changes and evaluate changes required Complete all documentation required in accordance with maintenance methodologies Clarify and confirm the nature of the changes with the client Obtain technical data from reliable sources and request other resources that may be required to complete the changes
Carry out system changes Plan the procedure to effect intended changes Confer with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation Copy initialisation or configuration files prior to implementation Create a roll-back path in the event of failure Ensure that changes required in software are made according to project or organisational guidelines Test and verify that the changes have been made according to implementation guides and organisational standards
Present changes to client Demonstrate changes to the client and explain the impact of these changes Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required Update documentation and repositories in accordance with standards and update modifications made to the change management system
Perform handover to client's operational Update documentation and client procedures to reflect changes made Secure sign off of acceptance documents by client Facilitate handover of modified system to client's operational area
Learning Path Activity 1 In consultation with your supervisor, trainer or mentor, you will identify a situation where the software needs to be changed and the client wishes you to implement these changes.
You will begin by familiarising yourself with your enterprise’s current software and their existing needs. You will provide advice to them on the latest software and the implications for the change. You will also devise a schedule for them to implement these changes.
Using the situation you have selected and following your enterprise’s processes, you will formulate a list of the steps involved in responding to the problems outlined in the scenario.
©National Corporate Training Pty Ltd Version 2008-02 Page 50 You will then discuss the requirements with the customer or your supervisor, trainer or mentor.
The next step will be to identify a cost effective solution to the problem you have identified. You will organise quotes and the purchase of the software. Once installed, you will test the software and you must be satisfied that it is fully operational. You will then follow your enterprise’s processes updating the software licensing register to record the new software. To complete the process, you will need to design a training program for the users to ensure they are familiar with the new software.
Assessments Assessment Task 1 Pick ONE of the following scenarios and answer the following questions for the scenario producing all relevant documentation learnt in your learning activity. Submit all documentation to your teacher for assessment. As a minimum you should have a client’s requirements report detailing their current software and the recommended changes, a project schedule, and some form of training documentation.
Hint: The list of questions will give you a good idea as to what documentation is needed.
Scenario 1 CADDSoft are an engineering company who are looking to upgrade their drafting software. They currently use AutoCAD 2004and some of their machines have Windows XP, some Windows Vista. All of the machines have old graphics cards. The entire engineering department is always busy however engineers areaway from their desks on site for anywhere from 1 – 3 weeks. There are several projects going on at the same time so it is important that the new systems do not interfere with current designs.
Scenario 2 HST High School are looking to upgrade all of the student computer labs from Windows XP/Office 2003 to Windows Vista/Office 2007. The labs are generally used in blocks of two hours with no labs being used on Friday afternoons.
Scenario 3 GameExp design game characters and are planning to undergo a major change! They currently use PCs with 3ds max software for their graphic design. They would like to switch over to Apple Macs but don’t know of any software that will do the job and the compatibility issues. The designers like to take extra long lunch breaks and are often in and out of the office seeing associates about designs.
List of Question to answer for ONE scenario 1. Describe the range of vendor software that services this sort of client
2. Describe current industry-accepted hardware and software products, outlining the general features and capabilities of each for the client
3. Describe your client’s business domain and how their system's currently functions
4. Describe some change control procedures that you will implement in the clients business
5. Describe the current system under modification, including policies and procedures of the organisation
©National Corporate Training Pty Ltd Version 2008-02 Page 51 6. Explain how you plan to implement these changes given the current business scheduling requirements
7. Explain how you will implement this system and the risks associated with the implementation.
8. How do you plan to train the users?
Evidence List Relevant Documentation for Assessment Task 1 Answers to Questions for Assessment Task 1 Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 52 Observation Sheet Candidate name Assessor name Unit of ICAI3110B Implement system software changes Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine system changes required Determine and record the required changes to system Ensure that documentary evidence exists to support changes and evaluate changes required Complete all documentation required in accordance with maintenance methodologies Clarify and confirm the nature of the changes with the client Obtain technical data from reliable sources and request other resources that may be required to complete the changes Carry out system changes Plan the procedure to effect intended changes Confer with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation Copy initialisation or configuration files prior to implementation Create a roll-back path in the event of failure Ensure that changes required in software are made according to project or organisational guidelines Test and verify that the changes have been made according to implementation guides and organisational standards Present changes to client Demonstrate changes to the client and explain the impact of these changes Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required Update documentation and repositories in accordance with standards and update modifications made to the change management system Perform handover to client's operational Update documentation and client procedures to reflect changes made Secure sign off of acceptance documents by client Facilitate handover of modified system to client's operational area Is the candidate Competent: CO NYC Feedback to candidate:
©National Corporate Training Pty Ltd Version 2008-02 Page 53 Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 54 ICAB4169B Use development software and IT tools to build a basic website
Description This unit is 2- hours and is about building a website that is consistent with design and technical requirements and business expectations.
Learning Outcomes At the end of this unit of competency you will be able to:
Select and analyse website structure and development tools Analyse business specification and select appropriate software Identify technical needs for the website and select appropriate software tools Identify site structure and navigation flow and demonstrate understanding of functionality Review design documentation and integrate design work with site structure and navigation, in accordance with web development standards
Begin site construction Take action to ensure user input during website construction Validate existing information and basic content when incorporating data on website Apply consistent design specifications to all aspects of the website Gather feedback from user on web design, content, accessibility and structure, using appropriate feedback mechanism
Complete and validate website construction and content Undertake an evaluation of the website against technical requirements and design specification Test each function and process of the website Conduct navigation tests and HTML compliance with website standards Stress test the website to meet design criteria and user load Record testing results to ensure website meets user requirements Obtain sign-off/approval of user
Learning Path Students are to go to the following website and complete the following tutorials and complete all projects as assessments
Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Evaluate Authoring Tools Create Style Sheets Create Site Navigation Principles of Visual Design
Assessments Students are to go to the following website and complete the following tutorials and complete all projects and tests as assessments
©National Corporate Training Pty Ltd Version 2008-02 Page 55 Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Evaluate Authoring Tools Create Style Sheets Create Site Navigation Principles of Visual Design
Evidence List Evaluate Authoring Tools - Printout of results from Test Evaluate Authoring Tools - Project Create Style Sheets – Printout of Results from Test Create Style Sheets -Project Create Site Navigation – Printout of Results from Test Create Site Navigation - Project Principles of Visual Design – Printout of results of test Principles of Visual Design – Test Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 56 Candidate name Assessor name Unit of ICAB4169B Use development software and IT tools to build a basic Competency website Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Select and analyse website structure and development tools Analyse business specification and select appropriate software Identify technical needs for the website and select appropriate software tools Identify site structure and navigation flow and demonstrate understanding of functionality Review design documentation and integrate design work with site structure and navigation, in accordance with web development standards
Begin site construction Take action to ensure user input during website construction Validate existing information and basic content when incorporating data on website Apply consistent design specifications to all aspects of the website Gather feedback from user on web design, content, accessibility and structure, using appropriate feedback mechanism
Complete and validate website construction and content Undertake an evaluation of the website against technical requirements and design specification Test each function and process of the website Conduct navigation tests and HTML compliance with website standards Stress test the website to meet design criteria and user load Record testing results to ensure website meets user requirements Obtain sign-off/approval of user Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 57 ICAB4135B Create a simple markup language document to specification
Description This unit is 20 hours and is about designing, creating, and saving simple, markup language documents to a given specification using a text editor rather than an authoring
Learning Outcomes At the end of this unit of competency you will be able to:
Analyse specification Determine the uses and audience of the document Determine the appropriate mark-up language based on the document uses and audience Determine relevant document structure Determine appropriate browser-safe colours
Create document structure to specification Create and assign the basic elements of the document, taking into account accessibility Add content text to the body of the document Save document using a descriptive name and an appropriate extension
Format document to specification Apply a suitable format for the text Apply a suitable background colour Apply suitable positional elements Create lists
Create tables, hyperlinks and graphics Create tables Create hyperlinks, anchors and image maps for internal and external navigation Define the colours for unvisited, visited and active links Create hyperlinks for sending email Attach images in a suitable format
Validate documents Validate mark-up language document against specifications and record outcomes Validate mark-up language document in different browsers for compatibility and record outcomes
Learning Path Students are to go to the following website and complete the following tutorials and complete all projects as assessments
Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Write Basic HTML Write Advanced HTML Use file transfer protocol
©National Corporate Training Pty Ltd Version 2008-02 Page 58 Compress and slice images Colour on the web Page design and layout Measuring performance and usability
Checklist Determine document usage and structure Identify the uses of the document and the audience Determine appropriate mark-up language based on document uses and audience Design document structure based on user requirements Develop document map/diagram and confirm with client
Create document structure with chosen mark-up language Create the head and title of the document in the user agreed style Create the body of the document and add text and paragraphs as required Add spaces between as required to make document easily readable Add special symbols so that they will be displayed correctly across platforms Save document using a name and text case useful to the documents purpose
Format document and import objects Change format of text, (colour, bolding, size, text spacing) using the chosen mark-up language, to meet user presentation requirements Determine suitable background colour or image according to user requirements (company logos, company style guides) Position elements on the pages for preferred look using chosen mark-up language Indent text and create lists (ordered, unordered and nested) using chosen mark-up language Insert images, optimise (GIF, JPEG, may include animated images) and format to document requirements (size, convert to browser safe colours) Wrap text around images using chosen mark-up language or add space around images Scale and align images for document formatting purposes
Create tables Create a table for the page content base on document map/diagram and position on page Set the width of table and format cells (span across columns, aligning contents, space in and around cells, colour) as required by document map/diagram Create boarders of table and any nested tables using chosen mark-up language
Generate links Create links (text and image) and anchors within document Create link to an FTP site to easily transfer files
©National Corporate Training Pty Ltd Version 2008-02 Page 59 Divide an image into click able regions using chosen mark-up language
Test and save document Test links, colours and formatting across different platforms Valid the code and remove any redundant tags and code Ensure document format remains consistent across different platforms/browsers Reduce display time of document for ease of use Save document in appropriate folder/directory for user access Assessments Students are to go to the following website and complete the following tutorials and complete all projects and tests as assessments
Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Write Basic HTML Write Advanced HTML Use file transfer protocol Compress and slice images Colour on the web Page design and layout Measuring performance and usability
Evidence List Write Basic HTML - Printout of results from Test Write Basic HTML - Project Write Advanced HTML – Printout of Results from Test Write Advanced HTML -Project Use File Transfer Protocol – Printout of Results from Test Use File Transfer Protocol - Project Compress and Slice Images – Printout of results of test Compress and Slice Images – Test Colour on the Web - Printout of results from Test Colour on the Web - Project Page Design and Layout - Printout of results from Test Page Design and Layout - Project Performance and Usability - Printout of results from Test Performance and Usability - Project Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 60 ©National Corporate Training Pty Ltd Version 2008-02 Page 61 Observation Sheet Candidate name Assessor name Unit of ICAB4135B Create a simple markup language document to Competency specification Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Analyse specification Determine the uses and audience of the document Determine the appropriate mark-up language based on the document uses and audience Determine relevant document structure Determine appropriate browser-safe colours Create document structure to specification Create and assign the basic elements of the document, taking into account accessibility Add content text to the body of the document Save document using a descriptive name and an appropriate extension Format document to specification Apply a suitable format for the text Apply a suitable background colour Apply suitable positional elements Create lists Create tables, hyperlinks and graphics Create tables Create hyperlinks, anchors and image maps for internal and external navigation Define the colours for unvisited, visited and active links Create hyperlinks for sending email Attach images in a suitable format Validate documents Validate mark-up language document against specifications and record outcomes Validate mark-up language document in different browsers for compatibility and record outcomes Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 62 ICAB3018B Develop Macros and templates for clients using standard products
Description This unit is 55 hours and is about developing macros and templates for clients using industry recognised software applications.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine macro or template requirement Determine client requirements, ensuring they are in line with organisational guidelines Develop macro or template specification Confirm that macro or template specification meets the clients needs and operational guidelines Determine documentation requirements
Develop macro or template for client Develop macro or template to specification using industry-recognised software applications Demonstrate macro or template to client and obtain feedback Amend macro or template, as required by client Update macro or template specification
Provide client support for macro or template Document support and instruction requirements Provide documentation to client help desk for future support
Learning Path Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 4. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAB3018A/index.htm
Checklist Learning Pack 1a Learning Pack 1b
©National Corporate Training Pty Ltd Version 2008-02 Page 63 Learning Pack 2 Learning Pack 3 Learning Pack 4 Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAB3018A/index.htm e.g. Click on the task and follow the instructions.
Evidence List List of Additional questions, issues, and recommendations Project Specification Form Word Processing Template as per Project Requirements Document Timesheet Template Financial Consolidation Template Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 64 Observation Sheet Candidate name Assessor name Unit of ICAB3018B Develop Macros and templates for clients using Competency standard products Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine macro or template requirement Determine client requirements, ensuring they are in line with organisational guidelines Develop macro or template specification Confirm that macro or template specification meets the clients needs and operational guidelines Determine documentation requirements Develop macro or template for client Develop macro or template to specification using industry-recognised software applications Demonstrate macro or template to client and obtain feedback Amend macro or template, as required by client Update macro or template specification Provide client support for macro or template Document support and instruction requirements Provide documentation to client help desk for future support Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 65 ICAI3021B Connect internal hardware components
Description This unit is 30 hours and is about modifying and connecting system hardware components according to client and user requirements.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine new components required Identify and clarify user component requirements according to organisation guidelines Organise and record user component requirements, pass onto appropriate person for evaluation and vendor selection
Obtain components Contact vendors to obtain technical specifications for the proposed components Assess the options and provide recommendations to the appropriate person for final analysis Obtain components in preparation for installation
Install components Develop plans, with prioritised tasks and contingency arrangements, for the installation of selected components with minimum disruption to clients Liaise with appropriate person to obtain approval for the plans Install and configure components according to plan, in accordance with installation procedures and organisational requirements Test components for error-free performance, utilising available technology Identify and resolve identified problems Test and enhance system performance, using knowledge of the system, to meet organisational benchmarks Document the installation and configuration process according to organisation guidelines
Provide instruction on use of modified system Undertake one-to-one instruction on use of modified system with client or user in a manner that is appropriate to the audience
Evaluate modified system Collect client or user feedback and analyse against client requirements Correct identified shortcomings in the system and record actions
Learning Path Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 7. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath.
©National Corporate Training Pty Ltd Version 2008-02 Page 66 e.g. Learning packs are to be completed before attempting the Assessment Tasks
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAI3021A/index.htm
Checklist Learning Pack 1 – Identify and document client requirements Learning Pack 2 – Recommend components Learning Pack 3 – Develop a simple installation plan Learning Pack 4 – Install, configure and test internal hardware Learning Pack 5 – Optimise and enhance system Learning Pack 6 – Collect feedback and evaluate technology Learning Pack 7 – Provide instruction Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAI3021A/index.htm e.g. Click on the task and follow the instructions.
Evidence List Completed user requirements documentation Completed hardware selection form Completed installation plan Observation Sheet Instructional Guide Completed Client feedback form Completed Training plan
©National Corporate Training Pty Ltd Version 2008-02 Page 67 Answers to Assessment 2 Questions
©National Corporate Training Pty Ltd Version 2008-02 Page 68 Candidate name Assessor name Unit of ICAI3021B Connect internal hardware components Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine new components required Identify and clarify user component requirements according to organisation guidelines Organise and record user component requirements, pass onto appropriate person for evaluation and vendor selection Obtain components Contact vendors to obtain technical specifications for the proposed components Assess the options and provide recommendations to the appropriate person for final analysis Obtain components in preparation for installation Install components Develop plans, with prioritised tasks and contingency arrangements, for the installation of selected components with minimum disruption to clients Liaise with appropriate person to obtain approval for the plans Install and configure components according to plan, in accordance with installation procedures and organisational requirements Test components for error-free performance, utilising available technology Identify and resolve identified problems Test and enhance system performance, using knowledge of the system, to meet organisational benchmarks Document the installation and configuration process according to organisation guidelines Provide instruction on use of modified system Undertake one-to-one instruction on use of modified system with client or user in a manner that is appropriate to the audience Evaluate modified system Collect client or user feedback and analyse against client requirements Correct identified shortcomings in the system and record actions Obtain components Contact vendors to obtain technical specifications for the proposed components Is the candidate Competent: CO NYC Feedback to candidate:
©National Corporate Training Pty Ltd Version 2008-02 Page 69 Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 70 ICAS3115B Maintain equipment and software in working order
Description This unit is 25 hours and is about carrying out maintenance and fault repair according to organisational procedures in order to keep equipment and software operating.
Learning Outcomes At the end of this unit of competency you will be able to:
Determine and undertake required equipment maintenance Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally Organise and undertake internal maintenance, as specified in the maintenance procedures Report problems promptly to appropriate person
Diagnose and repair faults Assess an existing problem situation and identify the main problem area Test the suspected faulty equipment or software for possible failures or performance degradation, utilising available technology Organise and analyse the test results Review and analyse historical fault data for information of relevance to existing faults Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum disruption to client Liaise with appropriate person to obtain approval for the plans Obtain necessary components and repair the equipment or software in a timely, organised manner, following OH&S standards
Update documentation and make recommendations for future maintenance Record maintenance and fault data and equipment modifications, in accordance with organisational standards Identify and report instances where preventative measures are needed Review and update maintenance and fault data and report outcomes periodically to appropriate person
Learning Path Activity Go to the following website and work through Learning Pack 1 through to Learning Pack 3. To access the learning packs and click on the tasks and the relevant learning pack will appear underneath. e.g. Learning packs are to be completed before attempting the Assessment Tasks
©National Corporate Training Pty Ltd Version 2008-02 Page 71 Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3115A/index.htm
Checklist Learning Pack 1 – Determine and carry out preventative maintenance Learning Pack 2 – Analyses and determine the cause of system faults Learning Pack 3a-3c – Plan and carry out maintenance to repair a fault Assessments Assessment Task 1 – Online Tasks Once completing the Learning Packs, click on the Tasks on the following website and test what you have learnt from the Learning Packs. Each task has 1-3 deliverables that you must submit to your teacher for assessment.
Website: http://www.lachlanitonline.edu.au/Toolboxes/CertIII/ICAS3115A/index.htm e.g. Click on the task and follow the instructions.
Evidence List Report from Task 1 Research Report of common support issues Report on suitable hard drives Updated hardware register Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 72 Observation Sheet Candidate name Assessor name Unit of ICAS3115B Maintain equipment and software in working order Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Determine and undertake required equipment maintenance Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally Organise and undertake internal maintenance, as specified in the maintenance procedures Report problems promptly to appropriate person Diagnose and repair faults Assess an existing problem situation and identify the main problem area Test the suspected faulty equipment or software for possible failures or performance degradation, utilising available technology Organise and analyse the test results Review and analyse historical fault data for information of relevance to existing faults Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum disruption to client Liaise with appropriate person to obtain approval for the plans Obtain necessary components and repair the equipment or software in a timely, organised manner, following OH&S standards Update documentation and make recommendations for future maintenance Record maintenance and fault data and equipment modifications, in accordance with organisational standards Identify and report instances where preventative measures are needed Review and update maintenance and fault data and report outcomes periodically to appropriate person Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 73 CUFMEM12A Update web pages
Description This unit describes the skills required to update the information on a website within the cultural industries.
Learning Outcomes At the end of this unit of competency you will be able to:
Check information for relevance and currency Confirm frequency of site upgrades with relevant personnel Obtain revised and additional content material in electronic form from client Confirm with relevant personnel the age limit of links that should be retained or deleted Confirm with relevant personnel other revisions if required
Check links and navigation Select appropriate link-checking software, run software to test links and check currency of existing links Save report document according to technical and organisational requirements
Edit information as required Check broken or failed links to determine site closure or new site addresses Delete closed links and re-establish new site links if available Check internal page links and rectify as required Delete old links as required Insert and edit content material as required Make heading, typographical and image revisions as required Insert additional pages as required, ensuring the links are made correctly within the site structure Advise relevant personnel if new buttons, interface or navigation design are required to incorporate additional materials
Test and confirm changes Check all links are valid before requesting that client checks all content changes and confirms that they are valid Provide client with a full report of all changes made
Learning Path This unit is to be delivered with ICAB4169B and ICAB4135 where a web page is developed and then uploaded ensuring that all the steps above have been covered.
Students if they haven’t already should go to the following topics from the following website.
Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Evaluate Authoring Tools Create Style Sheets Create Site Navigation Principles of Visual Design
©National Corporate Training Pty Ltd Version 2008-02 Page 74 Website : http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Topics to complete Write Basic HTML Write Advanced HTML Use file transfer protocol Compress and slice images Colour on the web Page design and layout Measuring performance and usability
Assessment Assessment Task 1 - Project See evidence collected from ICAB4169B and ICAB4135 whereby students have created websites and updated information according to project guidelines and instructions
Assessment Task 2 – Questions Answer the following questions 1. Some website content needs to be up-to-date. Name three websites that need to be updated on a daily basis, e.g a website that tells us the weather conditions 2. Name one link-checking software 3. Name three different internet protocols
Evidence List Observation Sheet Answers to Questions from Assessment Task 2
©National Corporate Training Pty Ltd Version 2008-02 Page 75 Observation Sheet Candidate name Assessor name Unit of CUFMEM12A Update web pages Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Check information for relevance and currency Confirm frequency of site upgrades with relevant personnel Obtain revised and additional content material in electronic form from client Confirm with relevant personnel the age limit of links that should be retained or deleted Confirm with relevant personnel other revisions if required Check links and navigation Select appropriate link-checking software, run software to test links and check currency of existing links Save report document according to technical and organisational requirements Edit information as required Check broken or failed links to determine site closure or new site addresses Delete closed links and re-establish new site links if available Check internal page links and rectify as required Delete old links as required Insert and edit content material as required Make heading, typographical and image revisions as required Insert additional pages as required, ensuring the links are made correctly within the site structure Advise relevant personnel if new buttons, interface or navigation design are required to incorporate additional materials Test and confirm changes Check all links are valid before requesting that client checks all content changes and confirms that they are valid Provide client with a full report of all changes made Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 76 CUFMEM01A Use an authoring tool to create an interactive sequence
Description This unit describes the skills and knowledge require to use an authoring tool to create a discrete interactive sequence for a multimedia production within the cultural industries.
Learning Outcomes
Plan use of authoring tool Identify a range of multimedia authoring tools Discuss with relevant personnel the range of authoring tools and their application to various multimedia projects Discuss with relevant personnel the purpose, scope, storyboard and design of the multimedia project Discuss with relevant personnel the technical requirements of the multimedia project and use of the authoring program
Prepare to use authoring tool Load authoring software Create a new file for the specified task and name appropriately Display and use tools and features of software relevant to the authoring process
Use authoring tool Import multimedia components into the authoring tool Apply design principles to the screen design and layout Design the screen and layout according to creative and production requirements and technical specifications Create buttons and other interactive elements Link all components according to storyboard Save and store in appropriate file format
Check functionality of multimedia sequence Check that all links function Present sequence to relevant personnel Incorporate changes as required
Learning Path This unit is a very practical one that requires students to produce a multimedia sequence using an authoring tool. Investigate the various tools and then select one for use. The next two sites list possible authoring tools. http://lorien.ncl.ac.uk/ming/Resources/cal/internet.htm - http://www.wbtic.com/resources_tools.aspx?au=1
Look at rules for good design at http://www.wbtic.com/primer.aspx http://www.washington.edu/computing/web/publishing/auth-tools.html http://www.steptwo.com.au/papers/kmc_authoringtools/index.html
Activity
©National Corporate Training Pty Ltd Version 2008-02 Page 77 Prepare a multimedia sequence using one of the authoring tools and follow good design principles and instructional design principles to create an interactive multimedia sequence for an online course.
Assessments Assessment Task 1 – Online Tasks Students to go the following website and complete the following projects for the following topics. Some assessments and learning may have also been covered in ICAB4169B, ICAB4135, And CUFMEM12A.
Evaluate authoring tools Write programs in JavaScript Create style sheets Create site navigation Use templates effectively Measure performance and usability
Website: http://www.lachlanitonline.edu.au/Toolboxes/webdesign/shared_files/frameset.html
Evidence List Evaluate authoring tools - Project Write programs in JavaScript - Project Create style sheets - Project Create site navigation - Project Use templates effectively - Project Measure performance and usability – Project Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 78 Observation Sheet Candidate name Assessor name Unit of CUFMEM01A Use an authoring tool to create an interactive sequence Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Plan use of authoring tool Identify a range of multimedia authoring tools Discuss with relevant personnel the range of authoring tools and their application to various multimedia projects Discuss with relevant personnel the purpose, scope, storyboard and design of the multimedia project Discuss with relevant personnel the technical requirements of the multimedia project and use of the authoring program
Prepare to use authoring tool Load authoring software Create a new file for the specified task and name appropriately Display and use tools and features of software relevant to the authoring process
Use authoring tool Import multimedia components into the authoring tool Apply design principles to the screen design and layout Design the screen and layout according to creative and production requirements and technical specifications Create buttons and other interactive elements Link all components according to storyboard Save and store in appropriate file format
Check functionality of multimedia sequence Check that all links function Present sequence to relevant personnel Incorporate changes as required Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 79 CUECOR1A Manage own work and learning
Description This unit is 10 hours and is about managing your own work and learning
Learning Outcomes Manage time at work Establish priorities and deadlines in consultation with others as appropriate Plan time so that tasks are completed according to order of priority and within established deadlines Re-prioritise work effectively as necessary to accommodate important workload variations Document details of work tasks and commitments accurately, as required Maintain basic work records effectively Identify any variations and difficulties affecting work requirements through regular reviews and inform appropriate personnel
Manage own learning Identify own learning needs in consultation with appropriate personnel Identify opportunities to meet learning needs and take appropriate action in consultation with the appropriate personnel Document and collate evidence of on and off the job learning relevant to work role
Receive and act constructively on personal feedback Regularly seek suggestions on ways to improve work Act on feedback as required to improve work performance
Learning Path Activity Find five websites that have hints and tips for managing time for work and study, good study techniques, and improving time management.
From your five websites create a list of 20 things you are going to do to manage your own work and learning.
To help manage your time consider for 1 week: - How much time you spend sleeping - How much time you spend working - How much time do you spend travelling - How much time you spend on extracurricular activities - How much time you spend eating Consider how many hours you have in a week and determine how many hours can be dedicated to your study.
Using the internet or any resources available to you, find a template for - A weekly to-do-list - A daily to do list
Assessments Design and create your own Weekly-to-Do list and Daily to do list. Complete these lists and submit to your teach.
©National Corporate Training Pty Ltd Version 2008-02 Page 80 Your teacher will provide you with feedback. Make any changes suggested by your teacher.
Evidence List Daily Task List Weekly Task List Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 81 Observation Sheet Candidate name Assessor name Unit of CUECOR1A Manage own work and learning Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Manage time at work Establish priorities and deadlines in consultation with others as appropriate Plan time so that tasks are completed according to order of priority and within established deadlines Re-prioritise work effectively as necessary to accommodate important workload variations Document details of work tasks and commitments accurately, as required Maintain basic work records effectively Identify any variations and difficulties affecting work requirements through regular reviews and inform appropriate personnel
Manage own learning Identify own learning needs in consultation with appropriate personnel Identify opportunities to meet learning needs and take appropriate action in consultation with the appropriate personnel Document and collate evidence of on and off the job learning relevant to work role
Receive and act constructively on personal feedback Regularly seek suggestions on ways to improve work Act on feedback as required to improve work performance Document and collate evidence of on and off the job learning relevant to work role
Receive and act constructively on personal feedback Regularly seek suggestions on ways to improve work Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 82 CUECOR02B Work with others
Description This unit describes the skills and knowledge needed to work harmoniously and effectively with team members, colleagues and others in a work environment. This is a core skill which underpins effective work performance in cultural industries.
Learning Outcomes At the end of this unit of competency you will be able to:
Participate in the work/group process Correctly identify work requirements relevant to the group/process. Correctly identify own role and roles of others in meeting work requirements, and carry out own role. Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work requirements. Take time and resource constraints into account in fulfilling work requirements. Apply the organisation's work policies, procedures and conventions covering acceptable workplace conduct to work place activities. Take individual differences into account in achieving work requirements. Use strengths of individuals to develop others in the group, sharing learning as part of the group process.
Contribute to the flow of information and ideas Share information and ideas relevant to the work with others to enhance work outcomes. Provide relevant, timely and accurate information to others, as required. Seek information and ideas from others as required to assist achievement of work requirements. Record information in the required detail and item frame in the specified format. Compile and maintain work information systematically and accurately and file for ease of retrieval as required. Identify any linguistic and cultural differences in communication styles and their relevance to the context.
Deal effectively with issues, problems and conflicts Identify issues, problems and conflicts encountered in the work place. Discuss issues, problems and conflicts with team members and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person.
Learning Pathway Activity 1: Dealing with conflict Conflict Resolution Role Play – Ask student to intervene between 2 other students who are arguing about who is going to do the lighting. See below for details about the role play details. Look for the following points: Listens to both sides Offers a solutions
©National Corporate Training Pty Ltd Version 2008-02 Page 83 Activity 2 Students are to work their way through this online activity and report back on what they have learned. http://toolboxrepository.flexiblelearning.net.au/ContentPackages/upload/1302/cooperate_in_ workplace/lrnviewer.htm
Activity 3: Teacher is to observe the students and complete the group observation sheet for this unit http://hsc.csu.edu.au/entertain/industry/core/others/3221/index.htm Students should work through this web site as part of their learning.
Assessment 1. Explain how you would identify work requirements relevant to the group task
2. State what each person’s role is in the work team
3. Obtain feedback from your team members on your performance. Develop a feedback sheet for them to use.
4. How did you take into account each person’s differences and strengths in achieving the work requirements
5. Explain how you handled the conflict in your team. If there was none explain how you would handle it.
6. Describe the techniques you used for managing your own work load.
©National Corporate Training Pty Ltd Version 2008-02 Page 84 7. Describe the team work principles
8. Explain active listening, questioning and non-verbal communication
Evidence List Assessment Questions Observation Sheet
©National Corporate Training Pty Ltd Version 2008-02 Page 85 Observation Sheet Candidate name Assessor name Unit of CUECOR02B Work with others Competency Name of workplace Date of assessment During the assessment, did the candidate Satis Unsatis Participate in the work/group process Correctly identify work requirements relevant to the group/process. Correctly identify own role and roles of others in meeting work requirements, and carry out own role. Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work requirements. Take time and resource constraints into account in fulfilling work requirements. Apply the organisation's work policies, procedures and conventions covering acceptable workplace conduct to work place activities. Take individual differences into account in achieving work requirements. Use strengths of individuals to develop others in the group, sharing learning as part of the group process. Contribute to the flow of information and ideas Share information and ideas relevant to the work with others to enhance work outcomes. Provide relevant, timely and accurate information to others, as required. Seek information and ideas from others as required to assist achievement of work requirements. Record information in the required detail and item frame in the specified format. Compile and maintain work information systematically and accurately and file for ease of retrieval as required. Identify any linguistic and cultural differences in communication styles and their relevance to the context. Deal effectively with issues, problems and conflicts Identify issues, problems and conflicts encountered in the work place. Discuss issues, problems and conflicts with team members and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person. Is the candidate Competent: CO NYC Feedback to candidate:
Candidates signature: Assessor’s Signature: Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 86 Resources
Lachlan IT Online Toolboxes http://www.lachlanitonline.edu.au/Toolboxes/CertIII/index.htm
Flexible Learning Toolboxes http://toolboxrepository.flexiblelearning.net.au/ContentPackages/upload/1302/cooperate_in_ workplace/lrnviewer.htm
NSW HSC Online http://hsc.csu.edu.au/entertain/industry/core/others/3221/index.htm
HTML Goodies http://www.htmlgoodies.com/
©National Corporate Training Pty Ltd Version 2008-02 Page 87 Assessment summary and feedback form Student information Name: Assessment date: Units of competency Unit code and title: Assessment Written Test Portfolio Questioning/interview type: Assignment Third Party Report Demonstration Observation Other ______Assessment decision
Competent Not yet competent
Further evidence required Feedback and future action Gaps in performance:
Strategies for further improvements:
Student’s Signature: Teacher’s Signature: Teacher’s Name:
Date:
©National Corporate Training Pty Ltd Version 2008-02 Page 88