CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector INFRASTRUCTURE SUPPORT

Job Area COMPUTER SYSTEM ADMINISTRATION
Competency Unit Title COMPUTER SYSTEM MAINTENANCE MANAGEMENT

The person who is competent in this CU shall be able to manage preventive and corrective maintenance of computer
system to ensure good condition of computer system to meet users’ requirement. Upon completion of this competency
unit, trainees will be able to: -
 Analyse computer system maintenance requirements
Learning Outcome
 Develop computer system maintenance plan
 Manage computer system maintenance work
 Manage computer system troubleshooting issues/ failures
 Produce computer system maintenance management report.

Competency Training
Competency Unit ID 4 Core Level 4 200 Hours Credit Hours 20
Type Duration
Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
1. Analyse i. ISO/IEC: 8648:1988 15 hours Lecture, i. Computer
computer (Interconnection- Case study, system
system internal organisation of problem based network
maintenance the network layer ) learning diagram
requirements interpreted
ii. Company policy :
 ‘ADY  Computer system ii. Previous
 AMIN maintenance SOP maintenance
 ZAFRI  Computer system report
 KARTHIKEYAN security SOP analysed

iii. Computer system iii. Computer

maintenance system risk
documents: and business
 Previous impact

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
maintenance report evaluated
 Vendor service
manual iv. Users’
 SLA feedback on
computer
iv. Computer network system
layout/diagram performance
 Main distribution assessed
frame
 ISP
 Types of cable (by
colour code)
 Types of network
(LAN, WAN, MAN,
CAN)

v. User’s feedback on
network performance

vi. Computer system risk

and impact analysis
 Hardware failure
 Software failure
 Security threat
 Business continuity
impact
 Users safety and
handling risk
 Technical staff
capability

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
i. Interpret computer 21 hours Demonstration,
system network observation
diagram and scenario
ii. Analyse previous based training
maintenance report
iii. Evaluate computer
system risk and
business impact
iv. Assess users’ feedback
on computer system
performance
Attitude:
i. Details in
analysing
previous
maintenance
report
ii. Thorough in
evaluating risk
and business
impact

Safety/Environment:
i. Adhere to
company SOP
and computer
system standard

2. Develop i. Company resources 12 hours Lecture, group i. Types of

computer related to computer discussion, computer
system maintenance: case study or system
maintenance  budget problem based maintenance
plan  skilled staff learning determined
 tools

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
ii. Computer system ii. Resource
maintenance and requirement
 BATRISYIA troubleshooting tools related to
 SYAFIZA  Hardware tools computer
 DALILA - electrical/ system
 LIYANA electronic test maintenance
instruments; estimated
- monitoring
devices; iii. Computer
- screwdrivers, system
pliers, torch maintenance
and
 Software tools troubleshoot
- diagnostics eg tools selected
virus software;
test utilities; iv. Maintenance
- monitoring tasks and work
programs, error breakdown
logging structure
programs, determined
system specific and listed out
applications
v. Computer
iii. Computer system system
maintenance time maintenance
 Destructive management
 Non destructive plan prepared

iv. Computer system vi. Computer

maintenance system
announcement and maintenance
trouble ticket checklist and
job order
v. Computer network produced
maintenance
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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
management plan
content
 Work breakdown
structure
 Timeline
 Maintenance
schedule
 Job checklist
 Manpower
 Gantt chart
 Maintenance cost

vi. Computer system

asset inventory record

vii. Technical writing skills

viii. Presentation skills

i. Determine types of 18 hours Project and

computer system scenario based
maintenance training
ii. Estimate resource
requirement related to
computer system
maintenance
iii. Select computer system
maintenance and
troubleshoot tools
iv. Determine maintenance
tasks and work
breakdown structure
v. Prepare computer
system maintenance

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
management plan and
present to superior
vi. Prepare computer
network maintenance
checklist and job order

Attitude:
i. Accurate in
estimating
resource
requirement for
computer system
maintenance
ii. Analytical mind
when evaluating
computer system
risk and business
impact

Safety/Environment:
i. Adhere to
company SOP

3. Manage i. Types of computer 32 hours Lecture, group i. Subordinate

computer system maintenance discussion, skills and
system  Preventive case study or competency
maintenance  Corrective problem based level in
work  Predictive learning computer
system
ii. Computer system maintenance
 AMSHAR maintenance procedure identified
 ZAINUL  Failure identification
 ANG KA JIUN  Acquire permission ii. Computer
 SHAHVEN to perform system
unscheduled maintenance

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
maintenance task (preventive
and corrective)
iii. Computer system listed out
maintenance process
 Repair cost-benefit iii. Computer
analysis system
 Procurement maintenance
handling report
 Warranty checking analysed
 Vendor agreement
management iv. computer
 Disposal system
maintenance
iv. Computer system job order
support service variance
 Level of support reviewed and
service rectified
- 3rd Level
- 2nd Level v. Computer
- 1st Level system part
repair or
 User’s feedbacks replacement
and complaints requisition
handling verified and
- Collection of approved
user’s feedback
medium vi. Computer
- User’s feedback system part or
analysis component
- Identification of purchasing
root cause requisition
- Action plan prepared
- Action performed
vii. Procurement
v. Quality improvement task carried out

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
technique, such as: viii. Computer
 Process mapping system
 Brain storming maintenance
 Cost and effect expenses
analysis controlled

vi. Managerial skill: ix. Computer

 Delegation system support
 Monitoring service quality
 Supervision and user’s
 Coordinating feedback
evaluated
i. Identify subordinate 48 hours Demonstration,
x. Computer
skills and competency Project and
system threat
level in computer scenario based
and risks
system maintenance training
managed
ii. Delegate and supervise
subordinate for
xi. Computer
computer system
system
maintenance task
maintenance
(preventive and
service quality
corrective) and monitor
assessed
work progress
iii. Analyse computer
system maintenance
report
iv. Review and rectify
computer system
maintenance job order
variance
v. Verify and approve
computer system part
repair or replacement
requisition
vi. Prepare computer
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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
system part or
component purchasing
requisition and present
to superior for approval
vii. Carry out procurement
task
viii. Control computer
system maintenance
expenses
ix. Evaluate computer
system support service
quality and user’s
feedback
x. Manage computer
system threat and risks
xi. Assess computer
system maintenance
service quality

Attitude:
i. Analytical mind in
assessing server
maintenance
report
ii. Accurate in
rectifying job
order variance
iii. Cost conscious
when estimate
maintenance cost

Safety/Environment
i. Adhere to
Manufacturer
operating manual

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
ii. Adhere to
company server
security
procedure
iii. Adhere to
disposal
procedure

4. Manage i. Computer system 16 hours Lecture, group i. Computer

computer problems: discussion, system
system  Hardware failure case study / problems
troubleshooting - failed problem based analysed
issues/ failures components learning
- unsecured ii. Computer
plugged in device system
 SANTHOSH  Software issue problem
 BHARANI - Effect of software diagnosed
 JOVINSON updates and symptom
 KARTHIK - Software bugs interpreted
 User-created problem
- user inadvertently iii. Troubleshootin
change settings g executed
 system performance
issues iv. Remedy
- Disk identifies and
Defragmenter perform to
- Drivers solve problem
- Memory
- Running
processes

ii. Analyze symptoms

 Hardware tools and
techniques:
- Electrical/
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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
electronic test
instruments;
- Self-test routines;
- Monitoring
devices;
- Tools eg
screwdrivers,
pliers, torch

 Software tools and

techniques:
- Diagnostics eg
virus software;
test utilities;
- Monitoring
programs,
- Error logging
programs,
- System specific
applications

 Troubleshooting:
techniques:
- Substitution,
- Testing
- Part change /
replace
- Upgrading
- Software re-
installation
- Elimination,
- Bug fixe
application
- Error codes
generating

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
iii. Remedies execution
venue:
 off-site
 on-site

iv. Remedies identification

source :
 knowledge
databases,
 technical manuals,
 internet FAQs,
 manufacturers’
websites
 fault history

v. Types of remedies:
 Hardware repair or
replace
 Fix of communication
paths
 Software
reconfiguration
 Software patches
application
 Software
reinstallation
vi. Computer system
troubleshooting
procedure
 obtaining permissions
 recording information
- product keys,
- license number,
- installation date;

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
- health and safety
practices;
- maintain data
security and
integrity

i. Analyse computer 24 hours Observation

system problems Project,
ii. Diagnose computer simulation
system problem and
interpret symptom
iii. Execute computer
system troubleshooting
iv. Perform remedy to
solve problem
Attitude:
i. Thorough in
analysing
computer system
problem.
ii. Analytical mind
when diagnose
problem
iii. Systematic and
meticulous in
execute
troubleshoot
Safety/Environment:
i. Care when
handling cables
ii. Follow
manufacturer
instruction manual
iii. Adhere to security
policy

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
5. Produce i. Report writing 6 hours Lecture, group i. Computer
computer discussion, system
system ii. Presentation skill case study maintenance
maintenance analysis report
management iii. Computer system produced
report. maintenance analysis  Issue/problem
report identified
 Issues / problem  root cause
 NABIL  root cause analysis analysed
 NASRIZAL  User’s feedback  User’s
 LOW KOK HAU summary feedback
 Action taken analysed
 Recommendation for  Action taken
process suggested
improvement  Recommendati
on for process
iv. Document management improvement
system established
 Coding: naming
convention ii. Computer
 Recording system
 Filing maintenance
 Document safety management
 Confidentiality report produced
and executed
v. Computer system tasks highlighted
maintenance  Work
management report breakdown
contents: structure
 Work breakdown  Schedule and
structure timeline
 Schedule and  Job checklist
Timeline  computer
 Job specification system

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
 Job checklist maintenance
 Network maintenance team members
team members  Job execution
 Job execution details: details:
- Date & time - Date & time
- Team member - Team
involved members
- Job variance involved
- Rectification - Job
 Maintenance variance
expenses - Rectification
 Other matters /  Maintenance
issues related to expenses
network maintenance
iii. Computer
maintenance
i. Prepare computer 8 hours Coaching & related
system maintenance Project documents
analysis report compiled, filed
 computer system and archived
performance status according to
 Maintenance work document
 Suggestion for next management
maintenance system
 Suggestion for
improvement

ii. Prepare computer

system maintenance
analysis report

iii. Produce computer

system maintenance
management report and
highlight executed tasks
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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria
 Work breakdown
structure
 Schedule and
timeline
 Job checklist
 computer system
maintenance team
members
 Job execution details:
- Date & time
- Team members
involved
- Job variance
- Rectification
 Maintenance
expenses
 Other matters /
issues related to
network maintenance

iv. Compile and file

computer maintenance
related documents
Attitude:
i. Detail and
transparent in
analysing root
cause of
computer system
problem
ii. Detail in
preparing
maintenance
report

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 Attitude / Safety / Training Delivery Assessment
Work Activities Related Knowledge Related Skills
Environmental Hour Mode Criteria

Safety/Environment:
i. Adhere to
document
confidentiality and
safety policy

Employability Skills

Core Abilities Social Skills

04.08 Develop and negotiate staffing plans 1. Teamwork

04.09 Prepare project/work plans 2. Learning skill
05.03 Allocate and record usage of financial and physical resources 3. Self-discipline
05.04 Delegate responsibilities and/or authority
4. Leadership skill
06.08 Identify and analyze effect of technology on the environment
5. Conceptual skills
6. Interpersonal skills
7. Communication skills
8. Multitasking and prioritizing

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Tools, Equipment and Materials (TEM)

ITEMS RATIO (TEM : Trainees)

1) LCD Projector 1:25

2) Computer / laptop 1:25
3) Repair toolkit (screw drivers, pliers, test pen, etc) 1:5
4) Equipment operating manuals 1:1
5) Equipment service manuals 1:1
6) Multimeter 1:5
7) Operating system recovery disc 1:5
8) Device drivers disc 1:5
9) External USB Hard disk connector 1:5
10) Data backup software 1:5
11) Cleaning kit (brush, cleaning solution, etc) 1:5
12) Network cable tester 1:25
13) Thermal paste 1:5
14) Sample of computer system asset inventory 1:1
15) Sample of SLA 1:1
16) Sample of vendor service manual 1:1
17) Sample of computer maintenance checklist 1:1
18) Sample of computer system maintenance plan 1:1
19) Sample of maintenance management report 1:1
20) Sample of fault analysis report 1:1

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REFERENCES

1. Books, Hephaestus (2011) . Computer Peripherals, Including: Computer Monitor, Fax, Hard Disk Drive, Stored Energy Printer, Peripheral, Plug and
Play, Auto-Configuration, Game Port, Hot Swapping, Autodetection, Surge Protector, Remote Terminal Unit,. Western Digital Media Center.
Hephaestus Books, Lightning Source Uk Ltd. ISBN-13: 978-1-242-97956-9

2. Jyoti Snehi. (2006). Computer Peripherals and Interfacing. Firewall Media. ISBN-13: 978-81-7008-929-2

3. R.A. Penfold. (2005). How to Set Up Your New Computer. Bernard Babani Publishing
ISBN-13: 978-0-85934-559-0

4. Robert B J Warnar (2012). Computer Peripheral Memory System Forecast (Volume 500-545). General Books. ISBN-13: 978-1-235-71266-1

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