3 Hardware and Network Servicing Level 3 PDF

Ethiopian TVET-System
Revised Curriculum
HARDWARE AND NETWORK

SERVICING
Level - III
Based on
Occupational Standard (OS)
August, 2017
SHIRE, TIGRAY
Ethiopian TVET System
Model Curriculum
Preface
The reformed TVET-System is an outcome-based system. It utilizes the needs of the

labor market and occupational requirements from the world of work as the
benchmark and standard for TVET delivery. The requirements from the world of work
are analyzed and documented – taking into account international benchmarking – as
Occupational Standards (OS).
In the reformed TVET-System, Curricula and Curriculum Development play an

important role with regard to quality driven TVET-Delivery. Curricula help to facilitate
the learning process in a way, that trainees acquire the set of occupational
competences (skills, knowledge and attitude) required at the working place and
defined in the Occupational Standards (OS). Responsibility for Curriculum
Development will be given to the Regional TVET-Authorities and TVET-Providers.
This curriculum has been developed by a group of experts from different Regional
TVET-Authorities based on the Occupational Standard for Hardware and Network
Servicing It has the character of a model curriculum and is an example on how to
transform the occupational requirements as defined in the respective Occupational
Standard into an adequate curriculum.
The curriculum development process has been actively supported and facilitated by
the Ministry of Education – in line with one of its mandates to provide technical
support to the regions – and by the TVET-Reform Component of the Engineering
Capacity Building Program.
Version:3-2017 Page 2 of 64
HNS Level - III
Copyright Info/Author: Tigray TVET
Model Curriculum
1. TVET-Program Design
1.1. TVET-Program Title: Hardware and Network Servicing Level III
1.2. TVET-Program Description
The Program is designed to develop the necessary knowledge, skills and attitude of
the trainees to the standard required by the OS. The contents of this program are in
line with the Occupational Standard (OS). Trainees who successfully completed this
program need to undergo national assessment and be found competent before he/
she is qualified to work in the Information communication Technology sector in the
field of Hardware and Network Servicing.
The prime objective of this training program is to equip the trainees with the identified
competences specified in the OS. Graduates are therefore expected to analyze
business requirement, determine ways of computer networking, configuring server,
create documentation, monitor security function, provide support for client ,
troubleshooting local area network, monitor quality of work operation, apply
techniques to facilitate ICT through training, control quality of hardware and network
activity, set and maintain small team and individual performance standards and lead
dissemination and discussion of information and issues in the work place in
accordance with the performance criteria described in the OS.
HNS Level - III
Model Curriculum
1.3. TVET-Program Learning Outcomes
The expected outputs of this program are the acquisition and implementation of the
following units of competence:
Module code Unit of competence Total In Cooperative

Hours school Hours
100% Training 30%
Hours
70%
ICT HNS3 01 0817 Gather Data on Business 50 50 -
Requirements
ICT HNS3 02 0817 Determine Best-Fit Topology 90 63 27
ICT HNS3 03 0817 Configure and Administer Server 140 98 42
ICT HNS3 04 0817 Create Technical Documentation 35 35 -
ICT HNS3 05 0817 Monitor and Administer System and 105 74 31
Network Security
ICT HNS3 06 0817 Provide First Level Remote Help Desk 35 35 -
Support
ICT HNS3 07 0817 Identify and Resolve Network 105 74 31
Problems
ICT HNS3 08 0817 Monitor Implementation of Work 35 35 -
plan/Activities
ICT HNS3 09 0817 Conduct / Facilitate User Training 35 35 -
ICT HNS3 10 0817 Apply Quality Control 21 21 -
ICT HNS3 11 0817 Lead Small Teams 21 21 -
ICT HNS3 12 0817 Lead Workplace Communication 21 21 -
TVET CEE3 15 0817 Civics and Ethical Education 44 44 -
Kaizen 16 0817 Eliminating and Preventing MUDA 70 70
Total 807 676 31
HNS Level - III
Model Curriculum
1.4. Duration of the TVET-Program
The Program will have duration of 807 hours including the on-the-job practice or
cooperative training time, Kaizen and Civic and ethical Education.
1.5. Qualification Level and Certification
Based on the descriptors elaborated on the Ethiopian TVET Qualification Framework

(NTQF) the qualification of this specific TVET Program is “Level III”.
The trainee can exit after successfully completing any Learning Module and will be
awarded the equivalent institutional certificate on the level completed. Entry point will
be on the next Learning Module as appropriate.
1.6. Target Groups
Any citizen who meets the entry requirements under items 1.7 and capable of
participating in the learning activities is entitled to take part in the Program.
1.7 Entry Requirements
The prospective participants of this program are required to possess the

requirements or directive of the Ministry of Education.
Other requirements:
 ability to speak, read and understand English
 computer literate
1.8 Mode of Delivery
This TVET-Program is characterized as a formal Program on middle level technical

skills. The mode of delivery is co-operative training. The TVET-institution and
identified companies have forged an agreement to co-operate with regard to
implementation of this program. The time spent by the trainees in the industry will
give them enough exposure to the actual world of work and enable them to get
hands-on experience.
The co-operative approach will be supported with lecture-discussion, simulation and

actual practice. These modalities will be utilized before the trainees are exposed to
the industry environment.
1.9 TVET-Program Structure
HNS Level - III
Model Curriculum
Duration
Unit of Competence Module Code & Title Learning Outcomes
(In Hours)
ICT HNS3 01 Gather Data on ICT HNS3 Gathering Data on  Identify key information sources 50
0811 Business M01 0817 Business
Requirements Requirements  Gather data through formal and
informal processes
 Ensure analysis in accurate and
complete
 Submit analysis and gain
agreement
CT HNS3 02 Determine Best-Fit CT HNS3 M02 Determining Best-Fit  Identify key information sources 90
0811 Topology 0817 Topology
 Determine user needs
 Develop best topology
ICT HNS3 03 Configure and ICT HNS3 Configuring and  Confirm server specification 140
0811 Administer Server M03 0817 Administering Server
 Verify server compatibility and
inter-operability
 Configure and test server
ICT HNS3 05 Monitor and ICT HNS3 Monitoring and  Ensure user accounts are 105
0811 Administer Stem M04 0817 Administering Stem controlled
and Network and Network Security
Security  Secure file and resource
access
 Determine authentication
requirements
 Determine network security
HNS Level - III
Model Curriculum
ICT HNS3 04 Create Technical ICT HNS3 Creating Technical  Identify and analyze 35
0811 Documentation M05 0817 Documentation documentation needs
 Design documentation
 Develop documentation
 Evaluate and edit
documentation
ICT HNS3 06 Provide First Level ICT HNS3 Providing First Level  Analyze client support issues 35
0811 Remote Help Desk M06 0817 Remote Help Desk
Support Support  Provide advice on software,
hardware or network
 Obtain client feedback
ICT HNS3 07 Identify and Resolve ICT HNS3 Identifying and  Implement regular network 105
0811 Network Problems M07 0817 Resolving Network monitoring
Problems
 Troubleshoot network problems
 Carry out maintenance support
on identified problem
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Model Curriculum
ICT HNS3 08 Monitor ICT HNS3 Monitoring  Monitor and improve workplace 35
0811 Implementation of M08 0817 Implementation of operations
Work plan/Activities Work plan/Activities
 Plan and organise workflow
 Maintain workplace records
 Solve problems and make
decisions
ICT HNS3 09 Conduct / Facilitate ICT HNS3 Conducting/  Plan ICT training system 35
0811 User Training M09 0817 Facilitating User
Training  Identify IT system training
needs
 Implement training change
 Monitor and review
implementation
 Prepare and deliver training on
use of modified system
ICT HNS3 10 Apply Quality ICT HNS3 Applying Quality  Confirm quality standards 21
0811 Control M10 0817 Control  Assess quality of service
delivered
 Record information
 Study causes of quality
deviations
 Complete documentation
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Model Curriculum
ICT HNS3 11 Lead Small Teams ICT HNS3 Leading Small  Provide team leadership 21
0811 M11 0817 Teams
 Assign responsibilities
 Set performance expectations
for team members
 Supervised team performance
ICT HNS3 12 Lead Workplace ICT HNS3 Leading Workplace  Communicate information about 21
0811 Communication M12 0817 Communication workplace processes
 Lead workplace discussion
 Identify and communicate
issues arising in the workplace
HNS Level - III
Model Curriculum
The time duration (Hours) indicated for the module should include all activities in
and out of the TVET institution.
Program Duration (Grand Total) 807 Hours
1.10 Institutional Assessment
Two types of evaluation will be used in determining the extent to which learning
outcomes are achieved. The specific learning outcomes are stated in the modules.
In assessing them, verifiable and observable indicators and standards shall be used.
The formative assessment is incorporated in the learning modules and form part of
the learning process. Formative evaluation provides the trainee with feedback
regarding success or failure in attaining learning outcomes. It identifies the specific
learning errors that need to be corrected, and provides reinforcement for successful
performance as well. For the Trainer, formative evaluation provides information for
making instruction and remedial work more effective.
Summative Evaluation the other form of evaluation is given when all the modules in
the unit of competence have been accomplished. It determines the extent to which
competence have been achieved. And, the result of this assessment decision shall
be expressed in the term ‘competent or not yet competent’.
Techniques or tools for obtaining information about trainees’ achievement include

oral or written test, demonstration and on-site observation.
1.11 TVET Trainers Profile
The Trainers conducting this particular TVET Program are B Level and have
satisfactory practical experiences or equivalent qualifications.
1.12 Learning Modules
HNS Level - III
Model Curriculum
Logo of TVET
LEARNING MODULE Provider
TVET PROGRAM TITLE: Hardware and Network Servicing Level III
MODULE TITLE: Gathering Data on Business Requirements
MODULE CODE: ICT HNS3 M01 0817
NOMINAL DURATION: 50 hrs
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in gathering data
on business requirements. It includes identifying, analyzing and documenting business requirements.
LEARNING OUTCOMES:
At the end the module th
e trainee will be able to:
LO1 identify key information sources
LO2 gather data through formal and informal processes
LO3 ensure analysis in accurate and complete
LO4 submit analysis and gain agreement
MODULE CONTENTS:
LO1 Identifying key information sources
1.1 Introduction to the Module
 Terminologies related to Hardware and networking
 Terminologies related to Data gathering
 Terminologies related to business requirement
1.2 Identifying information repositories across the business
1.3 Insuring information gathering techniques
1.4 Considering budgetary constraints
1.5 Developing Critical questions (open and closed) from stakeholders to elicit information.
1.6 Reviewing organizational documentation
LO2 Gathering Data through formal and informal process
2.1 Conducting information from workshops and interviews to gather data
2.2 Reviewing Reports and other data sources
2.3 Confirming business critical factors
2.4 Analyzing Group and individual responses to define business priorities
LO3. Insuring analysis accurately and completely
3.1 Analyzing and evaluating gathered information
3.2 Gathering document conflicts in information
3.3 Resolving conflicts in information with stakeholders
LO4. Submitting analysis and gain agreement
4.1 Preparing detailed document
4.2 Writing a document
4.3 Communicating the data gathered to the client
HNS Level - III
Model Curriculum
Project Work:
1. Identify key information sources of an organization
2. Develop Critical questions (open and closed) from stakeholders
3. Gather data through formal and informal processes and make analysis
4. Prepare detailed document
LEARNING STRATEGIES:
 Lecture-discussion/Student center
 Group work
 Institutional Individual assignment
 Workplace Assignment
 Project Work 1
ASSESSMENT METHODS:
 Interview/Written Test
 Demonstration/Observation with Oral Questioning
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Model Curriculum
ASSESSMENT CRITERIA:
LO 1 Identify key information sources
 Information repositories are identified across the business
 Current organizational documentation are reviewed
 Critical questions are developed to elicit information from key stakeholders using a mixture of
open and closed questions
 Information gathering techniques are ensured to use a quality assurance methodology and
meet budgetary constraints
LO 2 Gather data through formal and informal processes
 Information gathering workshops and interviews are conducted to gather data
 Reports and other data sources are reviewed for relevant business information
 Business-critical factors relating to current and future directions of the organization are
confirmed with
 stakeholders
 Group and individual responses are analyzed to clearly define business priorities
LO 3 Ensure analysis is accurate and complete
 Information gathered are analyzed and evaluated for accuracy and consistency
 Document conflicts in information are gathered
 Conflicts in information or points of view are resolved with stakeholders
LO 4 Submit analysis and gain agreement
 Detailed document according to documentation standards and organizational templates are
prepared
 Document in a style are written that is succinct and appropriate to the audience
 Data gathered are communicated to client to gain consensus and agreement on business
requirements
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE: Determining Best-fit Topology
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to determine the
most appropriate way of networking computers to meet user needs and business requirements.
LEARNING OUTCOMES:
At the end this Module the trainee will be able to:
LO1 identify key information sources
LO2 determine user needs
LO3 develop best topology
MODULE CONTENTS:
LO1 Identifying key information sources
1.1 Introduction to Network and Network Topologies
 Terminologies related to Topology
 Types of Topology
1.2 Identifying information repositories across the business
1.3 Insuring information gathering techniques
1.4 Reviewing organizational documentation
LO2 Determining user needs
2.1 Identifying different segments for the proposed network
2.2 Determining segment needs using network functional analysis
2.3 Estimating traffic content and volumes
LO3 Developing Best Topology
3.1 Determining resource requirements for each network
3.2 Analyzing features of the physical environment based on network design
3.3 Conducting costing process for possible topology option
3.4 Selecting and documenting appropriate network topology
Project Work:
1. Determine user needs of an organization through gathering data and information

2. develop best topology for the organization by analyzing user requirements
 Lecture-discussion/student center
 Demonstration
 Simulation
HNS Level - III
Model Curriculum
 Group work
 Project Work 2
ASSESSMENT METHODS:
LO 1 Identify key information sources
 Information repositories are identified across the business
 Current organizational documentation are reviewed
 Critical questions are developed to elicit information from key stakeholders using a mixture of
open and closed questions
 Information gathering techniques are ensured to use a quality assurance methodology and
meet budgetary constraints
LO 2 Determine user needs
 Different segments are identified for the proposed network based on business requirements.
 Segment needs are determined using network functional analysis.
 Traffic content and volumes are estimated based on business requirements
LO 3 Develop best topology
 Resource requirements for each network segment are determined on the basis of functional
analysis.
 Features of the physical environment are analyzed based on network design.
 Costing process is conducted for possible topology options.
 Appropriate network topology is selected and documented based on business requirements
and functional analysis.
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE:Configuring and Administering Server
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to defines the
competence required to build, configure and test a server
LEARNING OUTCOMES:
At the end the module the trainee will be able to:
LO1 confirm server specification
LO2 verify server compatibility and inter-operability
LO3 configure and test server
MODULE CONTENTS:
LO1 Confirming server specification
1.1 Introduction to Network Operating system
1.2 Identifying Specifications
 Product,
 Vendor
 Architecture
 Equipment
1.3 Identifying Technology and resource
LO2 Verifying server compatibility and inter-operability
2.1 Reviewing Hardware and software compatibility
2.2 Installing Required operating system and software
2.3 Patching Operating System and Application
 Ensuring security and reliability
LO3 Configuring and test server
3.1 Configuring Server
3.2 Defining scope and applicability
3.3 Testing against Technical requirement
3.4 Developing Test plan
 Resources and network impact
3.5 Running System Test
3.6 Recording outcomes
3.7 Analyzing Error report and changes
3.8 Working on Server Application and Design
 File sharing and Printer Sharing
 Messaging
HNS Level - III
Model Curriculum
 Web Services
 Network and Remote Access
 Database and Data Warehousing
 Directory Services
 Line of Business Application
 Terminal Services
Project Work:
 determine server specifications
 determine compatibility and operability of a server
 configure a server as required by technical requirements
 Lecture-discussion
 Demonstration
 Simulation
 Practical activity
 Group work
 Individual assignment
 Project Work 3
ASSESSMENT METHODS:
LO 1 Confirm server specification
 Network operating system, server applications and server design are confirmed with client and
system need.
 Product, vendor architecture and equipment specifications are identified according to the
system need.
 Technology and resource are identified within business requirements and budget.
LO 2 Verify server compatibility and inter-operability
 Hardware and software are reviewed to ensure compatibility.
 All hardware required is obtained for server installation.
 Required operating system and software is Installed for proper function.
 Additional tools or third-party software is installed as required by the created design.
 Operating system and applications is patched to ensure security and reliability.
LO 3 Configure and test server
 Server is configured as required by technical requirements.
 Scope and applicability of the testing is defined against technical requirements.
 Test plan is developed with reference to resources and network impact.
 System testing is run according to test plan and record outcomes.
 Error report is analyzed and changes are made as required.
HNS Level - III
Model Curriculum
 Changes or additions are validated against specifications..
Logo of TVET
MODULE TITLE:Creating Technical Documentation
NOMINAL DURATION: 35 hours
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to create technical
documentation that is clear to the target audience and easy to navigate.
LEARNING OUTCOMES:
LO1 identify and analyze documentation needs
LO2 design documentation
LO3 develop documentation
LO4 evaluate and edit documentation
MODULE CONTENTS:
LO1 Identifying and analyzing documentation needs
1.1 Introduction to documentation
1.2 Consulting Clients
 Internal departments
 External organizations
 Individual people
 Internal employees
1.3 Identifying documentation requirements
 Business
 System
 Application
 Organizational policies
 Network
 People in the organization
1.4 Evaluating and interpreting documentation requirements
1.5 Investigating Industry and documentation standards
 Policy relating to sign-off
 Storage
HNS Level - III
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 Distribution
 Revision.
 ISO/IEC/AS standards
 Organizational standards
 Audit trails
 Naming conventions
 Version control
 Project management templates
 Report writing principles
1.6 Defining and documenting the scope
LO2 Designing documentation
2.1 Identifying Information requirements
2.2 Creating document templates and style guides
2.3 Conducting review of the system
 Network, application, software,
 Business, computers, financial system,
 Management system and information system
2.4 Extracting Content
 Copyright restrictions
2.5 Developing the structure of the technical documentation
 System or project specifications
 System design, system functionality
 Reports, help references and technical manuals
 Operational procedures
 Training materials and self-paced tutorials
 On-line help, user guides and brochures.
2.6 Validating Technical documentation structure
LO3 Developing documentation
3.1 Writing Technical documentation
3.2 Translating technical terminology into plain English
3.3 Applying Content format and style
 Information and interactive features,
 Product information, company information
 Copyright and disclaimer notices, site map
 Frequently asked questions,
 Customer-specific information, customer only information
 Error messages, instructions, feedback mechanisms, reference pages,
 Forms, background articles
HNS Level - III
Model Curriculum
LO4 Evaluating and editing documentation

4.1 Submitting technical documentation to appropriate person
4.2 Gathering and analyzing feedback
4.3 Incorporating alterations
 Editing technical documentation
 Grammatical accuracy
Project Work
1. design documentation
2. develop documentation
3. evaluate and edit documentation
 Simulation
 Group work
 Project Work 4
ASSESSMENT METHODS:
LO 1 Identify and analyze documentation needs
 Client is consulted to identify documentation requirements
 Documentation requirements are interpreted and evaluated, and details with the client confirmed
 Industry and documentation standards are investigated for requirements
 Scope of work is defined and documented to be produced
 Client is consulted to validate and confirm the scope of work
LO 2 Designing documentation
 Information requirements are identified with reference to layout and structure documented
 Document templates and style guides are created consistent with information requirements
 Review of the system is conducted in order to understand its functionality
 Content that meets information requirements is extracted in accordance with relevant copyright
restrictions
 Structure of the technical documentation is developed giving focus to the flow of information,
style, tone and content format
 Technical documentation structure is validated with the client
LO 3 Develop documentation
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Model Curriculum
 Technical documentation is written based on the template and scope of work using the
information gathered
 Technical terminology is translated into plain English where appropriated
 Content format and style is applied in accordance with relevant documentation standards and
templates
LO4 Evaluate and edit documentation
 Technical documentation is submitted to appropriate person for reviewed
 Feedback is gathered and analyzed
 Alterations into the technical documentation is incorporated
 Technical documentation is edited for technical and grammatical accuracy
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE: Monitoring and Administering System and Network Security
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in to monitoring
and administering security functions of a system.
LEARNING OUTCOMES:
LO1 ensure user accounts are controlled
LO2 secure file and resource access
LO3 determine authentication requirements
LO4 determine network security
MODULE CONTENTS:
LO1 Ensuring user accounts are controlled
1.1 Introduction to Monitor and Administer System and Network Security
 Terminologies and concepts
 Steps and procedures
 security policy
1.2 Modifying default user settings

1.3 Ensuring appropriateness of legal notices at logon
1.4 Using appropriate utilities to check strength of passwords
1.5 Reviewing action taken to ensure password procedures
1.6 Accessing information services to identify security gaps
 Hardware
 workstations, personal computers, modems or other connectivity devices, networks, DSL
modems, remote sites, servers.
 Software
 commercial, in-house, packaged or customized software.
1.7 Taking appropriate action
LO2 Securing file and resource access
2.1 Reviewing inbuilt security and access features of an operating system
2.2 Developing or reviewing file security categorization scheme
2.3 Understanding role of users in setting security
LO3 Determining authentication requirements
3.1 Determining user and enterprise security requirements
 Security plan
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Model Curriculum
3.2 Identifying and analyzing authentication options

3.3 Selecting most appropriate authentication and authorization
LO4 Determining network security
4.1 Sharing resource access
4.2 Updating latest antivirus signatures
4.3 Implementing and scheduling virus checking for the server, other computers and system
components
 Scheduling back – up strategy
 Monitoring and recording security threats to the system.
Project Work:
1. Develop file security and resource access of an organization
2. Determine authentication requirements and network security of an organization
 Group work
 Demonstration
 Practice
 Project work 5
ASSESSMENT METHODS:
LO 1 Ensure user accounts are controlled
 Default user settings are modified to ensure that they conform to security policy.
 Previously created user settings are modified to ensure they conform to updated security policy.
 Legal notices are displayed ensured at logon are appropriate.
 Appropriate utilities are used to check strength of passwords and consider tightening rules for
password complexity.
 Action taken to ensure password procedures are reviewed with appropriates other internal
departments.
 Information services are accessed to identify security gaps and appropriate action taken using
hardware and software or patches.
LO 2 Secure file and resource access
 Inbuilt security and access features of the operating system are reviewed and considered for
further action
 File security categorization scheme, and an understanding of the role of users is developed or
reviewed in setting security.
 Virus checking process is implemented and scheduled for the server, computer and other
system components.
LO 3 Determine authentication requirements
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Model Curriculum
 User and enterprise security requirements are determined with reference to enterprise security
plan.
 Authentication options are identified and analyzed according to user and enterprise
requirements.
 Most appropriate authentication and authorization processes are selected based on security
requirements.
LO 4 Determine network security
 Users shared resources access via a network with reference to enterprise security plan
 Security threats are monitored and recorded to the system.
 The latest antivirus signatures are updated.
Logo of TVET
MODULE TITLE: Providing First Level Remote Help Desk Support
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to provide advice
and support to clients including the communication of comprehensive technical information.
LEARNING OUTCOMES:
LO1 analyze client support issues
LO 2 provide advice on software, hardware or network
LO3 obtain client feedback
MODULE CONTENTS:
LO1 Analyzing client support issues
1.1 Checking problems logged by the client
1.2 Investigating and documenting support issues
1.3 Notifying investigation and advice provision
1.4 Obtaining client feedback and make changes
LO2 Providing advice on software, hardware or network
2.1 Confirming requirements with client
 Software, Hardware or Network
2.2 Investigating and documenting solutions
 Hardware and Software problems
2.3 Documenting Additional requirement in the investigation
2.4 Obtaining approval from clients
 Implement the solution
2.5 Discussing on level of technical support
2.6 Arranging time with the client
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Model Curriculum
2.7 Providing manual, help documentation

2.8 Arranging technical support
 Group or one-to-one instruction to the client
LO3 Obtaining client feedback
3.1 Creating an appropriate evaluation or feedback
3.2 Providing Instructions to the client
 Completing the form or use of providing feedback
3.3 Distributing evaluation or feedback to the client
3.4 Reviewing Feedback from the client
3.5 Identify areas for improvement
Project Work:
1. How to analyze support issues
2. How to conduct investigation
3. provide advice on software, hardware or network
 Demonstration
 Simulation
 Group work
 Project Work 6
ASSESSMENT METHODS:
LO 1 Analyze client support issues
 New problems logged by client are checked
 Previous logs for similar problems or requests from client are checked
 Support issues affecting the client are investigated and documented
 Client of the results of investigation and provide advice and support on findings are notified
 Client feedback and make changes are obtained
LO 2 Provide advice on software, hardware or network
 Software, hardware or network requirements with clients are confirmed
 Solution for the hardware and software problems are investigated and documented
 Additional requirements discovered in the investigation and refer them to the clients are
documented
 Approval from the client to implement the solutions are obtained
 Amount of technical support the client may require are investigated and documented
 Level of technical support identified with the client are discussed and agreed
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 Time with the client when support will take place is arranged
 Technical support as part of group or one-to-one instruction to the client is provided
 Manuals and help documentation to the clients are provided
LO 3 Configure and test server
 Server is configured as required by technical requirements.
 Scope and applicability of the testing is defined against technical requirements.
 Test plan is developed with reference to resources and network impact.
 System testing is run according to test plan and record outcomes.
 Error report is analyzed and changes are made as required.
 Changes or additions are validated against specifications..
Logo of TVET
MODULE TITLE: Identify and Resolve Network Problems
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to troubleshoot
local area network problems.
LEARNING OUTCOMES:
LO1 implement regular network monitoring
LO2 troubleshoot network problems
LO3 carry out maintenance support on identified problem
MODULE CONTENTS:
LO1 Implementing regular network monitoring
1.1 Setting up an appropriate log
1.2 Monitoring network activity
1.3 Producing a management information base (MIB).
1.4 Using Network tools
 Snort, Satan Saint, Netbus, Ping Netstat, Nmap, race route,
Whois, Dig
 Establishing a reference point for network
 large and small LANs, VPNs, WANs, the internet, the use of the PSTN for dial-up modems only,
private lines, data and voice.
1.5 Reviewing documents and logs regularly
HNS Level - III
Model Curriculum
1.6 Facilitate network tuning.

1.7 Making recommendations to management
 Requiring additional network resources
 Improving performance or avoiding problem
LO2 Troubleshooting network problems
2.1 Addressing help desk and other support services
 Identifying network problems
2.2 Using tools and knowledge of network topology protocols
2.3 Identifying and solve network problems
2.4 Advising Users and clients
 Communicating progress and solutions
2.5 Completing support documentation
LO3 Carrying out maintenance support on identified problem
3.1 Conducting diagnostic tests on identified problem
3.2 Completing maintenance in line with organizational guidelines
 Security procedures;
 Logged call procedures; client liaison policy;
 Preventative maintenance and diagnostic policy;
 Maintenance agreements; warranties;
 Contracting arrangements relating to IT purchasing.
3.3 Obtaining new components
 Motherboards, CMOS battery, central processing unit (CPU),
 CD and DVD drives, interface cards, drives, fax/modem cards, RAM upgrades, CPU
upgrades
3.4 Storing or disposing Components
Project Work:
1. Perform regular monitoring for an organization (computer lab)
2. Solve network related problems of a computer center
3. Perform maintenance support for an organization
 Simulation
 Demonstration
 Group work
 Project Work 7
HNS Level - III
Model Curriculum
ASSESSMENT METHODS:
LO 1 Implementing regular network monitoring
 An appropriate log is set up to monitor network activity and to produce a
management information base (MIB).
 Network tools are used to benchmark the network and to establish a reference point for network
performance.
 Documents and logs regularly reviewed to facilitate network tuning.
 Recommendations are made to management for additional network resources to improve
performance or to pro-actively avoid problem.
LO 2 Troubleshooting network problems
 Help desk and other support services are addressed to quickly identify network problems.
 Various tools and knowledge of network topology and protocols are used to identify and solve
network problems.
 Users and clients of progress and solutions are advised in a timely manner.
 Support documentation is completed based organizational requirement.
LO 3 Carrying out maintenance support on identified problem
 Diagnostic tests around identified problem are conducted based on requirement.
 Maintenance is completed in line with organizational guidelines.
 New components as part of the resolution are obtained where necessary.
 Components are stored or dispose in accordance with organizational guidelines
Logo of TVET
MODULE TITLE: Monitoring Implementation of Work plan/Activities
MODULE CODE : ICT HNS3 M08 0817
MODULE DESCRIPTION:
This module covers the knowledge, skills and attitudes required to oversee and monitor the quality of
work operations within an enterprise.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 monitor and improve workplace operations
LO2 plan and organize workflow
LO3 maintain workplace records
LO4 solve problems and make decisions
HNS Level - III
Model Curriculum
MODULE CONTENTS:
LO1 Monitor and improve work place operations
1.1 Overview of Leadership and management
 Roles and responsibilities of Leaders
1.2 Supporting operations
 Quality Assurance
 Principles of quality assurance
LO2 Plan and organize work flow
2.1 Assessing current work load
2.2 Scheduling work
 Customer service quality
2.3 Delegating work
 Principles of delegation
2.4 Assessing work flow
 Work flow objectives
 Principles of work planning and time management
2.5 Assisting colleagues
 Work load prioritization
2.6 Providing inputs
 Management and staffing needs
LO3 Maintain work place records
3.1 Completing and submitting workplace records
 Staff records
 Regular performance reports
 Relevant work place
3.2 Delegating monitoring records
LO4 Solve problems and make decisions
4.1 Identify workplace problems
 Operational and customer service prospective
4.2 Initiating short term actions to resolve problems
 Delegation and problem solving technique
Project Work regarding :

1. Monitor and improve workplace operations
2. Plan and organize workflow
3. Solve problems and make decisions
4. Maintain workplace records
HNS Level - III
Model Curriculum
 Group work
 Project Work 8
ASSESSMENT METHODS:
LO1 Monitor and improve workplace operations
 Efficiency and service levels are monitored on an ongoing basis.
 Operations in the workplace support overall enterprise goals and quality assurance initiatives.
 Quality problems and issues are promptly identified and adjustments are made accordingly.
 Procedures and systems are changed in consultation with colleagues to improve efficiency and
effectiveness.
 Colleagues are consulted about ways to improve efficiency and service levels
LO2 Plan and organize workflow
 Current workload of colleagues is accurately assessed.
 Work is scheduled in a manner which enhances efficiency and customer service quality.
 Work is delegated to appropriate people in accordance with principles of delegation.
 Workflow is assessed against agreed objectives and timelines.
 Colleagues are assisted in prioritization of workload.
 Input is provided to appropriate management regarding staffing needs.
LO3 Maintain workplace records
 Workplace records are accurately completed and submitted within required timeframes.
 Where appropriate completion of records is delegated and monitored prior to submission.
LO4 Solve problems and make decisions
 Workplace problems are promptly identified and considered from an operational and customer
service perspective.
 Short term action in initiated to resolve the immediate problem where appropriate.
 Problems are analyzed for any long term impact and potential solutions are assessed and
actioned in consultation with relevant colleagues.
 Where problem is raised by a team member, they are encouraged to participate in solving the
problem.
 Follow up action is taken to monitor the effectiveness of solutions in the workplace.
HNS Level - III
Model Curriculum
Logo of TVET
TVET PROGRAM TITLE:Hardware and Network Servicing Level III
MODULE TITLE: Conducting / Facilitating User Training
NOMINAL DURATION: 35 Hrs
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in applying
techniques that facilitate the working, planning, implementation and monitoring of information
technology through training.
LEARNING OUTCOMES:
LO1 plan ICT training system
LO2 identify IT system training needs
LO3 implement training change
LO4 monitor and review implementation
LO5 prepare and deliver training on use of modified system
MODULE CONTENTS:
LO1 Planning ICT training system
1.1 Introduction to Conducting and or Facilitating User Training
 Terminologies and concepts related to Information system
 Steps and procedures
 Introducing Basic communication skills to communicate with clients(users of IT system)
1.2 Developing and researching training procedures and plan
1.3 Identifying employees /staff members of the organization
1.4 Training the staff and management for changes procedures and policies
1.5 Evaluating current ICT training user or business patterns
1.6 Identifying the key personnel
1.7 Implementing training plan
LO2 Identifying IT system training needs
2.1 Comparing identified needs against performance benchmarks
2.2 Assessing proposed training to determine its impact
2.3 Re – notifying of necessary training by key personnel
2.4 Analyzing technical cost, saving(benchmarks)
LO3 Implementing training change
3.1 Planning change implementation training
3.2 Allocating and prioritizing resources
3.3 Implementing management plan and procedures
LO4 Monitoring and reviewing implementation
4.1 Measuring training performance
HNS Level - III
Model Curriculum
4.2 Submitting results to higher officials

4.3 Providing appropriate report and documentation
LO5 Preparing and delivering training on use of the modified(enhanced) system
5.1 Preparing training to clients
5.2 Delivering training for appropriate clients
Project Work :
 Develop Plan for IT training system
 Monitor and review implementation of the new system
 Prepare and deliver training on use of the modified(enhanced) system
 Group work
 Project work
 Practice through individual assignments
 Project Work 9
ASSESSMENT METHODS:
LO 1 Plan ICT training system
 Training procedures and aim are researched and developed according to the organizational
needs.
 IT training plan are developed
 Staffs/employees, who will take training are identified
 Staff and management are trained in change management procedures and polices
 Current IT training user or business patterns are evaluated
 Key personnel responsible are identified for training and implementing training plan
LO 2 Identify IT system training needs
 Current IT training benchmarks are determined
 Identified needs are compared against performance benchmarks to identify possible training
 Proposed training are assessed to determine impact
 Key personnel re notified of necessary training
LO 3 Implement training change
 Training schedule are planned
 Trainings are prioritized and resources are allocated
 Training management plan and procedures are implemented.
HNS Level - III
Model Curriculum
 High officials are involved in the training process

 New performance benchmarks are captured to measure training
 Training requirements are identified
LO 4 Monitor and review implementation
 Training performance are measured against new benchmarks
 Performance results are submitted to higher officials
 Appropriate documentation and reporting are provided of the training
LO 5 Prepare and deliver training on use of modified system
 Training are prepared to meet the needs of client in using the changed system
 Prepared training are delivered appropriate for the client
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE: Applying Quality Control
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in applying quality
control hardware and network activities.
LEARNING OUTCOMES:
LO1 confirm quality standards
LO2 assess quality of service delivered
LO3 record information
LO4 study causes of quality deviations
LO5 complete documentation
MODULE CONTENTS:
LO1 Confirming quality standards
1.1 Introduction to Quality Control and its application
 Terminologies and concepts related Quality Control
 Application of quality control
 Terminologies and concepts of quality standards
1.2 Verifying and acquiring quality standard procedures
 Materials, Components and Process
1.3 Disseminating quality documents to staff
1.4 Introducing and explaining standard procedures to organizational staff
1.5 Revising or updating standard procedures when necessary
LO2 Assessing quality of service delivered
2.1 Identifying appropriate constraint (parameter)
 Standard specifications
 Procedures
 Materials
2.2 Checking and evaluating services delivered
2.3 Identifying causes of faults and taking corrective
2.4 Recommending suitable preventive action to the faults
LO3 Recording information
3.1 Recording basic information on the quality performance
3.2 Maintaining records of work quality
LO4 Studying causes of quality deviations (difference)
4.1 Investigating and reporting causes of deviations
4.2 Recommending suitable preventive actions
HNS Level - III
Model Curriculum
LO5 Completing documentation

5.1 Recording information on quality
5.2 Recording all services processes and outcomes
Project Work:
1. Confirm quality standards an organization

2. Assess quality of service delivered in an organization
3. Study causes of quality deviations of an organization
 Group work
 Project work
 Practice through individual assignments
 Project Work 10
ASSESSMENT METHODS:
 Interview/ Written Test
LO 1 Confirm quality standards
 Quality standard procedures document for hardware and network services are acquired and
confirmed.
 Quality documents are disseminated to staff in accordance with the organization policy.
 Standard procedures are introduced and explained to organizational staff / personnel.
 Standard procedures are revised / updated when necessary
LO 2 Assess quality of service delivered
 Services delivered are checked against organization quality standards and specifications
 Service delivered are evaluated using the appropriate evaluation parameters and in accordance
with organization standards
 Causes of any identified faults are identified and corrective actions are taken in accordance
with organization policies and procedures
LO 3 Implement training change
 Basic information on the quality performance is recorded in accordance with organization
procedures
 Records of work quality are maintained according to the requirements of the organization
LO 4 Study causes of quality deviations
 Causes of deviations from final outputs or services are investigated and reported in accordance
with organization procedures
HNS Level - III
Model Curriculum
 Suitable preventive action is recommended based on organization quality standards and

identified causes of deviation from specified quality standards of final service or output
LO 5 Complete documentation
 Information on quality and other indicators of service performance is recorded.
 All service processes and outcomes are recorded.
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE: Leading Small Teams
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to lead small
teams including setting and maintaining team and individual performance standards.
LEARNING OUTCOMES:
LO1 provide team leadership
LO2 assign responsibilities
LO3 set performance expectations for team members
LO4 supervised team performance
MODULE CONTENTS:
LO1 Providing team leadership
1.1 Introduction to Leading Small Teams
 Terminologies and concepts related to leadership
 Terminologies and concepts related to team
 Concepts related to small team leadership
 Conceptualizing performance and responsibilities
1.2 Identifying and presenting work requirements
 Client profile
 Assessment instructions
1.3 Communicating reasons for instructions and requirements
1.4 Recognizing, discussing, and deal Requests and concerns
LO2 Assigning responsibilities
2.1 Allocating duties and responsibilities
 Considering Skill knowledge and attitude
2.2 Allocating duties
2.3 Representing concerns of next level of management
LO3 Setting performance expectations for team members
3.1 Describing performance expectations
3.2 Establishing performance expectations
 Client needs and assignment requirements
3.3 Discussing and disseminating performance expectations
LO4 Supervising team performance
4.1 Monitoring performance against defined criteria
 Formal Process
HNS Level - III
Model Curriculum
 Informal process
4.2 Taking corrective actions
4.3 Providing feedback
4.4 Referencing performance issues which can’t be addressed or solved
4.5 Monitoring team operations
4.6 Checking employer and or client needs are met
4.7 Providing follow-up announcement
4.8 Completing relevant documentations
 Group work
 Project work
ASSESSMENT METHODS:
LO 1 Provide team leadership
 Work requirements are identified and presented to team members
 Reasons for instructions and requirements are communicated to team members
 Team members’ queries and concerns are recognized, discussed and dealt with
LO 2 Assign responsibilities
 Duties and responsibilities are allocated having regard to the skills, knowledge and aptitude
required to properly undertake the assigned task and according to company policy
 Duties are allocated having regard to individual preference, domestic and personal
considerations, whenever possible
LO 3 Set performance expectations for team members
 Performance expectations are established based on client needs and according to assignment
requirements
 Performance expectations are based on individual team members duties and area of
responsibility
 Performance expectations are discussed and disseminated to individual team members
LO 4 Supervised team performance
 Monitoring of performance takes place against defined performance criteria and/or assignment
instructions and corrective action taken if required
 Team members are provided with feedback, positive support and advice on strategies to
overcome any deficiencies
 Performance issues which cannot be rectified or addressed within the team are referenced to
appropriate personnel according to employer policy
 Team members are kept informed of any changes in the priority allocated to assignments or
tasks which might impact on client/customer needs and satisfaction
HNS Level - III
Model Curriculum
 Team operations are monitored to ensure that employer/ client needs and requirements are met
 Follow-up communication is provided on all issues affecting the team
 All relevant documentation is completed in accordance with company procedures
HNS Level - III
Model Curriculum
Logo of TVET
MODULE TITLE: Leading Workplace Communication
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to lead in the
dissemination and discussion of information and issues in the workplace.
LEARNING OUTCOMES:
LO1 communicate information about workplace processes
LO2 lead workplace discussion
LO3 identify and communicate issues arising in the workplace
MODULE CONTENTS:
LO1 Communicating information about workplace processes
1.1 Introduction Basic communication skill
 Nature of communication
 What is communication
 Social communication
 Business communication
 Methods of communication
 Types and characteristics of communication
1.2 Principle and practice of communication
 Communication cycle
 Communication in an organization
1.3 Selecting appropriate communication method
 Non-verbal gestures
 Verbal
 Face to face
 Two-way radio
 Speaking to groups
 Using telephone
 Written
 Using Internet
 Cell phone
1.4 Communicating multiple operations
1.5 Using questions to gain extra information
1.6 Identifying sources of information correctly
1.7 Organizing selected Information correctly
HNS Level - III
Model Curriculum
1.8 Verbal and written reporting.

1.9 Maintaining communication skills
LO2 Leading workplace discussion
2.1 Requiring and providing response to workplace issues
2.2 Making Constructive contributions to workplace discussions
 Issues as production, quality and safety.
2.3 Communicating goals/objectives and action plan
LO3 Identifying and communicating issues arising in the workplace
3.1 Identifying issues and problems
3.2 Organizing coherent information
 Ensuring problems and issues
 Clarity and effectiveness of communication.
3.3 Initiating dialogue with appropriate staff/personnel.
3.4 Raising communication problems and issues
 Simulation
 Demonstration
 Group work
ASSESSMENTMETHODS:
LO 1 Communicate information about workplace processes
 Appropriate communication method is selected based on work place guideline.
 Multiple operations involving several topics areas are communicated accordingly.
 Questions are used to gain extra information.
 Correct sources of information are identified.
 Information is selected and organized correctly.
 Verbal and written reporting is undertaken when required.
 Communication skills are maintained in all situations
LO 2 Lead workplace discussion
 Response to workplace issues is sought.
 Response to workplace issues are provided immediately.
 Constructive contributions are made to workplace discussions on such issues as production,
quality and safety.
 Goals/objectives and action plan undertaken in the workplace are communicated.
LO 3 Identify and communicate issues arising in the workplace
HNS Level - III
Model Curriculum
 Issues and problems are identified as they arise.

 Information regarding problems and issues are organized coherently to ensure clear and
effective communication.
 Dialogue is initiated with appropriate staff/personnel.
 Communication problems and issues are raised as they arise.
2. Annex
2.1 Resource Requirements
ICT HNS3 M01 0817 Gathering Data on Business Requirements

Recommended
Item
Category/Item Description/ Specifications Quantity Ratio
No. (Item: Trainee)
A. Learning Materials
1. TTLM - Trainer’s made handouts 25 1:1
2. Textbooks 25 1:1
 Business Plans Handbook,
Volume 13: A Compilation of
Actual Business Plans
Developed by Businesses
Throughout North America
(Business Plans Handbook,
2007)
Lynn M. Pearce
 Data Mining and Predictive

3. Reference Books Analysis 1:5
Colleen McCue
 Making Sense of Data: A

Practical Guide to Exploratory
Data Analysis and Data Mining
Glenn J. Myatt
 How to Prepare a Business

Plan
Edward Blackwell
HNS Level - III
Model Curriculum
Journals/Publication/ - ICT journals (Monthly)

4. 1:25
Magazines
Learning Facilities &
B.
Infrastructure
1 Workshop - 8x12m; equipped with IT 1:25
2. Library - Multipurpose
3. Shelves - wooden or metal 5
4 White Board 1.50 X 1.50 1
5 Cabinet - metal 1
C. Consumable Materials
1 Blank Disk - CD-R/RW 5 1:5
- Whiteboard marker, printing
2 Stationery
paper, printer ink
3 Flash disk 4GB 5 1:5
D. Tools and Equipments

 Business Requirement
Analysis Sample
 Interview Samples
 Questioner Samples
 Data gathering Samples
1 Samples  Integrated Library Systems: 5 1:5
Planning, Selecting, and
Implementing
Desiree Webber, Andrew
Peters
2 Laptop  80 GB, 3.4Ghz, P IV 1

3 UPS  750 Volt Ampere 1
4 Divider  American socket supporter 2
5 Multimedia projector - LCD 1 Per section
6 Printer Leaser Jet 1
HNS Level - III
Model Curriculum
ICT HNS3 M02 0817 Determining Best-Fit Topology

Recommended
Item
No. (Item: Trainee)
2. Textbooks If available 25 1:1
 Absolute Beginner's Guide to

Networking, Fourth Edition
Joe Habraken
 Network Design, Second
Edition: Management and
Technical Perspectives
Teresa C. Piliouras
 Handbook on Business
Information Systems
3. Reference Books Angappa Gunasekaran 1:5
 Practical .NET 2.0 Networking

Projects
Wei-Meng Lee
 The A+ Certification & PC
Repair Handbook (Networking
Series)
Christopher A. Crayton Joel Z.
Rosenthal Kevin J. Irwin
4. Manuals and procedures Network manual 1:1

5 Internet and virtual library 25 1:1
B.
Infrastructure
1 Workshop - 8x12m; equipped with IT 1 1:25
5 Cabinet - metal 1
High speed Internet Connection
6 Internet and Virtual library Recommended 1 1:25
E-VDO, Broad Band
1 Blank CD - CD-R/RW 5 1:5
2 Stationery
paper, printer ink
3 Flash disk San disk or similar 4GB 5 1:5
4 Network cable and connectors
HNS Level - III
Model Curriculum

 Graphs, organizational structure
1 Samples charts 5 1:5
 Office layout and blue prints
2 Computer  At least 80 GB, 3.4Ghz, P IV 25 1:1
3 UPS  750 Volt Amper 2
6 Printer Laser Jet 1
Network Tool Kit Full set 5 1:5
Maintenance Tool Kit Full set 2 1:13
ICT HNS3 M03 0817 Configuring and Administering Server

Recommended
Item
No. (Item: Trainee)
1. TTLM - Teacher’s made handouts 25 1:1
2. Textbooks 25 1:1
 Microsoft Windows Server

2003 Insider Solutions
(Microsoft Windows Server)
Rand Morimoto
 The Complete Idiot's Guide to
Upgrading and Repairing PCs
(5th Edition) (Complete Idiot's
Guides)
Jennifer Fulton
 A+ Complete Lab Manual, 3rd
3. Reference Books 1:5
Edition
Donald R. Evans
 A+ Guide to Hardware:
Managing, Maintaining and
Troubleshooting, Fourth Edition
Jean Andrews
 Networking Bible
Barrie Sosinsky
 The A+ Certification & PC
Repair Handbook (Networking
HNS Level - III
Model Curriculum
Series)
Christopher A. Crayton Joel Z.
Rosenthal Kevin J. Irwin
B.
Infrastructure
- 8x12m; equipped with
1 Work shop Networked computer, Internet & 1:1
Reference Material
5 Cabinet - metal 1
- Whiteboard marker or Chalk,
2 Stationery
Printing paper, Printer ink, Paper
Network cable and Half Roll
4
connectors
1 Computer 80 GB, 3.4Ghz, P IV 25 1:1
2 UPS 750 Volt 2
3 Divider American socket supporter 14
4 LCD Projector LCD 1 1:25
5 Printer Lesser Jet 1 1:25
6 Cable Tester
7 Networking Tool kit
Network Devices (Hub,
24 port switch, 2 1:13
8 Switches, Repeater etc…)
12 port hub 5 1:5
New technology devices
HNS Level - III
Model Curriculum
ICT HNS3 M04 0817 Creating Technical Documentation

Item Recommended
No. (Item: Trainee)
1. TTLM Trainer’s handout 25 1:1
 System Analysis, Design, and
Development: Concepts,
Principles, and Practices
(Wiley Series in Systems
Engineering and
Management) 2005-12
Charles S. Wasson
2 Reference Books Information Systems 5 1:5
Angappa Gunasekaran
Projects
Wei-Meng Lee
Plan
Edward Blackwell
3. Manuals and procedures Teacher’s manuals 25 1:1

B.
Infrastructure
1 Workshop Networked computer, Internet 1 1:25
and reference materials
2. Library - Multipurpose 1 1:25
5 Cabinet - metal 1
1 Stationery
paper, printer ink
1 Samples  Sample documentation 5 1:5
2 Multimedia projector - LCD 1 1:25
HDD 80GB, RAM
4 Computer 25 1:1
1GB,PIV,3.2Ghz
HNS Level - III
Model Curriculum
ICT HNS3 M05 0817 Monitoring and Administering System and Network Security
Item Recommended
No. (Item: Trainee)
2. Textbooks If any Network related 25 1:1
 Network Administration with

FreeBSD 7
Babak Farrokhi
 Windows NT TCP IP Network
Administration
Craig Hunt
 Analytical Network and System
Administration: Managing
Human-Computer Systems
Mark Burgess
 UNIX Administration: A
Comprehensive Sourcebook
for Effective Systems &
Network Management
Bozidar Levi
 Nagios 3 Enterprise Network
Monitoring: Including Plug-Ins
and Hardware Devices
Max Schubert, Derrick Bennett,
Jonathan Gines, Andrew Hay,
John Strand
 Security+ Guide to Network
Security Fundamentals, 3rd
Edition
Mark Ciampa
Journals/Publication/ - ICT journals(Monthly)
4. 1:25
Magazines
B.
Infrastructure
- 8x12m; equipped with IT
1 Workshop 1:25
equipment and internet
4. Locker - wooden or metal 2
5. Cabinet - metal 1
- CD-R/RW
1. Blank Disk 5 1:4
- DVD/CDRW
2. Stationery - Whiteboard marker, printing
HNS Level - III
Model Curriculum
paper, printer ink

 System security and strategy
1 Samples documents
 Organizational structure
 Client operating system
 Any operating system that has
multi-user ability, Linux, Mac
OS, Windows XP or above
 Server operating system such 5 1:5
Operating systems as Application/web servers,
2
 BEA Web logic servers, IBM
Visual Age and Web Sphere,
Novell NDS servers, Email
servers, File and print servers,
FTP servers, Firewall servers
 Proxy/cache servers
The internet can be:
 CDMA 1X
3 ISP  EV-DO
 private lines
 data and voice
4 UPS - 1000 Watt 2 1:13
-17 inch flat monitor and 120 GB
Desktop Computer including
6 Hard disk; RAM size 1GB; 3Gz or 25 1:1
its peripherals
above
7 Server computer Hard disk; RAM size 2GB; core 2 1 1:25
duo 2Ghz or above
- Capability of A3 printing
9 Printer 1 1:25
- color printing capability
10 Network toolkit - set/case 5 1:5
11 Maintenance toolkit - set/case 5 1:5
500 GB or above, With power
12 External Hard Disk 2 1:13
adapter
13 Web cam -8piexel and above 2 1:13
14 Power Stabilizer 1500 watt 6 1:4
HNS Level - III
Model Curriculum
ICT HNS3 M06 0817 Providing First Level Remote Help Desk Support
Recommended
Item
No. (Item: Trainee)
Projects
Wei-Meng Lee
 Help Desk 100 Success Secrets
3. Reference Books (Helpdesk Need to Know topics 1:5
covering Help desk jobs, Help
desk software, computer Help
desk, Help desk support,
Helpdesk jobs, IT Help desk and
Much more) Gerard Blokdijk

5 Internet and virtual library 25 1:1
B.
Infrastructure
1 Workshop - 8x12m; equipped with IT 1 1:25
5 Cabinet - metal 1
High speed Internet Connection
6 Internet and Virtual library Recommended 1 1:25
E-VDO, Broad Band
1 Blank CD - CD-R/RW 5 1:5
2 Stationery
paper, printer ink
1 Samples  Documentations 5 1:5
2 Computer  At least 80 GB, 3.4Ghz, P IV 25 1:1
HNS Level - III
Model Curriculum
ICT HNS3 M07 0817 Identifying and Resolving Network Problems

Item Recommended
No. (Item: Trainee)
1. TTLM Teacher’s handout 25 1:1
 CCNP(R): Cisco Internetwork
Troubleshooting Study Guide
(642-831)
Arthur Pfund, Todd Lammle,
Sybex
 Networking Bible
Barrie Sosinsky
 Sniffer Pro Network
Optimization and
Troubleshooting Handbook
2002-07
Robert J. Shimonski, Wally
2 Reference Books 1:5
Eaton, Umer Khan, Yuri
Gordienko
 MCSE: Windows Server 2003
Active Directory Planning,
Implementation, and
Maintenance Study Guide (70-
294) 2nd edition
James Chellis
 Network Know-How: An
Essential Guide for the
Accidental Admin
 John Ross Dr
3. Manuals and procedures Teacher’s manuals 1:1
B.
Infrastructure
- 8x12m; equipped with networked
1 Workshop computers, Internet and 1:25
reference materials
4 Cabinet - metal 1
5 Library
1 Blank Disk -CD-R/RW 5 1:5
2 Stationery
paper, printer ink
3 Flash disk San disk or similar 1 or 2GB 5 1:5
HNS Level - III
Model Curriculum
Twisted pair cables,

4 Network cable and connectors Half roll
Fiber optics & coaxial(optional)
1 Samples  Network design Samples 5 1:5
2 Computer  80 GB, 3.4Ghz, P IV 25
Modem
RAM,CPU, Motherboard, NIC
1GB of RAM 6 1:4
(if necessary) for upgrading
6 Printer Leser Jet 1
HNS Level - III
Model Curriculum
ICT HNS3 M08 0817 Monitoring Implementation of Workplan/Activities

Item Recommended
No. (Item: Trainee)
1. TTLM - Teacher’s made handouts 25 1:1
 Business Plans Handbook,

Volume 13: A Compilation of
Actual Business Plans
Developed by Businesses
Throughout North America
(Business Plans Handbook,
2007)
Lynn M. Pearce
Plan
Edward Blackwell
 Project Management
JumpStart, 1st edition, 2003
Kim Heldman
 Maintenance Planning and
Scheduling Handbook, 2nd
Edition (McGraw-Hill
Handbooks)
Richard Palmer

4. 1:25
Magazines
B.
Infrastructure
1 Lecture Room 1:25
- CD-R/RW
1. Blank Disk 5 1:4
- DVD/CDRW
2. Stationery paper, printer ink
3 Flash disk 4GB 8 1:1

1 Samples  Sample Daily work plans 7 1:25
HNS Level - III
Model Curriculum
 Sample Project plans

 Sample Program plans
 Sample Organization strategic
and restructuring plans
 Sample Resource plans
 Sample Skills development
plans
 Sample Management
strategies and objectives
Any operating system that has
Operating systems
2 multi-user ability, Linux, Mac OS,
Windows XP or above
 CDMA 1X
 EV-DO
 Private lines
3
Internet Connection  VPN
 Data and voice
 Current Internet Technologies
4 UPS  750 Volt Am per 25
- w/15 inch flat monitor and 120
6 GB Hard disk; RAM size 1GB; 25 1:1
its peripherals
3Gz or above
8 Printer 1 Per section
9 Scanner - HP 2055 1 1:25
HNS Level - III
Model Curriculum
ICT HNS3 M09 0817 Conducting/Facilitating User Training

Item Recommended
No. (Item: Trainee)
 System Analysis, Design, and
Development: Concepts,
Principles, and Practices (Wiley
Series in Systems Engineering
and Management) 2005-12
Charles S. Wasson
3. Reference Books 5 1:5
Information Systems
Angappa Gunasekaran
Projects
Wei-Meng Lee
4. 1:25
Magazines
B.
Infrastructure
1 Workshop 1 1:25
- CD-R/RW
1. Blank Disk 5 1:5
- DVD/CDRW
2. Stationery paper, printer ink

 Training manuals
1 Samples 5 1:5
 Organizational structure
 Client operating system
 Any operating system that has
Operating systems multi-user ability, Linux, Mac
2
OS, Windows XP or above
 Server operating system such
HNS Level - III
Model Curriculum
The internet can be:

3 Internet Connection  EV-DO
 Private lines
4 UPS  1000 Watt 2 1:13
6 Hard disk; RAM size 1GB; 3Gz or 25 1:1
its peripherals
above
7 Server computer Hard disk; RAM size 2GB; core 2 1 1:25
duo 2Ghz or above
9 Printer 1 1:25
10 Network toolkit - set/case 5 1:5
11 Maintenance toolkit - set/case 5 1:5
13 Power Stabilizer 1500 watt 6 1:13
HNS Level - III
Model Curriculum
ICT HNS3 M10 0817 Applying Quality Control

Recommended
Item
No. (Item: Trainee)
 Computer Hardware: Quality &
Compliance Manuals, Checklists
quality and compliance
manuals, standards and
regulations for Computer
 Hardware & procedure

adapting risk management
standard (ISO 14971) to
computer
 Internet
 Enterprise Information Systems
Assurance and System Security:
Managerial and Technical
Issues
Merrill Warkentin (Editor),
Rayford B. Vaughn (Editor)
Projects
Wei-Meng Lee
4. Journals/Publication/Magazines - ICT journals(Monthly) 1:25
B.
Infrastructure
5 Cabinet - metal 1
2 Stationery
paper, printer ink
3 Flash disk - San disk or similar 4GB 5 1:5

 Hardware standard documents
1 Samples  Motherboard manuals 5 1:5
 System requirement documents
HNS Level - III
Model Curriculum

HNS Level - III
Model Curriculum
ICT HNS3 M11 0817 Leading Small Teams

Recommended
Item
No. (Item: Trainee)
 The Discipline of Teams: A

Mindbook-Workbook for
Delivering Small Group
Performance
Jon R. Katzenbach, Douglas K.
Smith, Doug Smith
 Great Business Teams:
Cracking the Code for Standout
Performance
Howard M. Guttman
 Internet
 Enterprise Information Systems
Assurance and System Security:
Managerial and Technical Issues
Merrill Warkentin (Editor),
 Rayford B. Vaughn (Editor)
Projects
Wei-Meng Lee
4. Journals/Publication/Magazines - ICT journals(Monthly) 1:25
B.
Infrastructure
5 Cabinet - metal 1
2 Stationery
paper, printer ink

2 UPS  750 Volt Am per 1
HNS Level - III
Model Curriculum

HNS Level - III
Model Curriculum
ICT HNS3 M12 0817 Leading Workplace Communication

Item Recommended
No. (Item: Trainee)
1. TTLM -Teacher’s handout 25 1:1
 The Four Conversations: Daily
Communication That Gets
Results
Jeffrey Ford, Laurie Ford
 Language and
Communication : Essential
Concepts for User Interface
2 Reference Books 1:10
and Documentation Design
Agnes Kukulska-Hulme
 Project Management
JumpStart, 1st edition, 2003
Kim Heldman
 Success in communication
(Stuart Silars,2005)
3 Manuals and procedures Teacher’s manuals 1:1
B.
Infrastructure
1 Workshop networked computers and 1:25
Internet
4 Cabinet - metal 1
1 Stationery
paper, printer ink
2 Flash disk San disk or similar 1 or 2GB 3 1:10
 Interview Samples
1 Samples  Questioner Samples 5 1:5
 Data gathering Samples
2 UPS  750 Volt Amper 2 1:12
3 Divider  American socket supporter 14 1:2
HNS Level - III
Model Curriculum
Module Code: ICT HNS3 M01 0817
Fourth group of four characters

signify the month and year of
development
E.g. August 2017
Third group with letter M (stand for Module)

and two numbers signify the numerical
order of the specific Module
Four characters in the second group signify

the acronym of the occupational title and
qualification level written in numerical form
e.g. Hardware and Networking services Level-3
First three characters signify the industry/sector acronym e.g. INFORMATION AND
COMMUNICATION TECHNOLOGY
HNS Level - III
Model Curriculum
SECTOR : ECONOMIC INFRASTRACTURE

SUB-SECTOR: INFORMATION AND COMMUNICATION TECHNOLOGY (ICT)
OCCUPATIONAL MAP: INFORMATION TECHNOLOGY
Level V
IT Service Management UC
Hardware and Web and Multimedia Designing Database

Level IV Network Servicing and Development Administration
UC UC UC
Hardware and Web and Multimedia Designing Database

Level III Network Servicing and Development Administration
UC UC UC
Level II IT Support Service UC
Level I IT Support Service UC
HNS Level - III
Acknowledgement
The Ethiopia Ministry of Education wishes to extend thanks and appreciation to

the many representatives of business, industry, academe and government agencies
who donated their time and expertise to the development of this Model Curriculum
for the TVET Program Hardware and Network Servicing Level III
No The trainers (who Developed Level Phone The School name represented
the Curriculum) number by the trainer
1. G/MESKEL AREGAWI A 09-14-028835 Korem Technical College

1. BRHANE ASEFA B 09-14-173989 Adigrat Technical College
2. ZINABU TSEGAZAB B 09-33-110382 Adigudom Technical College
3. ASTER MERHA A 09-14-157753 Aksum Poly Technical College
4. ATAKLTI WELDU B 09-14-104464 Nigste Saba Technical College
Facilitator:
1. YOHANNES ZESLASSIE (TIGRAY TVET OFFICE)
2. TESFAY HAGOS (TIGRAY TVET OFFICE)
We would like also to express our appreciation to the following Staff and Officers of Tigray
TVET who facilitated the development of this curriculum.
This curriculum was developed on August, 2017 at Shire Town, Ethiopia
Notice
This Curriculum is modified from Model Curriculum which is developed on shire by TVET
Expertise. So it may need some modification to the future.
Information Technology Support Version:3-2017 Page 64 of 64

Service Copyright Info/Author: Tigray TVET

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Ethiopian TVET-System

HARDWARE AND NETWORK

The reformed TVET-System is an outcome-based system. It utilizes the needs of the

In the reformed TVET-System, Curricula and Curriculum Development play an

1.1. TVET-Program Title: Hardware and Network Servicing Level III

1.2. TVET-Program Description

1.3. TVET-Program Learning Outcomes

Module code Unit of competence Total In Cooperative

1.4. Duration of the TVET-Program

1.5. Qualification Level and Certification

Based on the descriptors elaborated on the Ethiopian TVET Qualification Framework

1.6. Target Groups

1.7 Entry Requirements

The prospective participants of this program are required to possess the

1.8 Mode of Delivery

This TVET-Program is characterized as a formal Program on middle level technical

The co-operative approach will be supported with lecture-discussion, simulation and

1.9 TVET-Program Structure

1.10 Institutional Assessment

Techniques or tools for obtaining information about trainees’ achievement include

1.11 TVET Trainers Profile

1.12 Learning Modules

1. Determine user needs of an organization through gathering data and information

 Changes or additions are validated against specifications..

LO4 Evaluating and editing documentation

1.2 Modifying default user settings

3.2 Identifying and analyzing authentication options

2.7 Providing manual, help documentation

1.6 Facilitate network tuning.

Project Work regarding :

4.2 Submitting results to higher officials

 High officials are involved in the training process

LO5 Completing documentation

1. Confirm quality standards an organization

 Suitable preventive action is recommended based on organization quality standards and

1.8 Verbal and written reporting.

 Issues and problems are identified as they arise.

2.1 Resource Requirements

ICT HNS3 M01 0817 Gathering Data on Business Requirements

 Data Mining and Predictive

 Making Sense of Data: A

 How to Prepare a Business

Journals/Publication/ - ICT journals (Monthly)

D. Tools and Equipments

2 Laptop  80 GB, 3.4Ghz, P IV 1

ICT HNS3 M02 0817 Determining Best-Fit Topology

 Absolute Beginner's Guide to

 Practical .NET 2.0 Networking

4. Manuals and procedures Network manual 1:1

D. Tools and Equipments

ICT HNS3 M03 0817 Configuring and Administering Server

 Microsoft Windows Server

ICT HNS3 M04 0817 Creating Technical Documentation

3. Manuals and procedures Teacher’s manuals 25 1:1

 Network Administration with

paper, printer ink

3 Flash disk San disk or similar 16GB 8 1:1

4. Manuals and procedures Network manual 1:1

ICT HNS3 M07 0817 Identifying and Resolving Network Problems

Twisted pair cables,

ICT HNS3 M08 0817 Monitoring Implementation of Workplan/Activities

 Business Plans Handbook,

Journals/Publication/ - ICT journals(Monthly)