Install Software Applications

LG – ITINET1372A INSTALL SOFTWARE APPLICATIONS
LEARNER GUIDE
INSTALL SOFTWARE APPLICATIONS
Published by
HEART TRUST/NATIONAL TRAINING AGENCY
Produced by
Learning Management Services Department

Gordon Town Road
Kingston 7
Jamaica W.I.
This material is protected by copyright. Copying this material or any part of it by any
means, including digital or in any form is prohibited unless prior written permission is
obtained from the HEART Trust/NTA
*** 2007 ***
Version 1 LRDU – Mar

TABLE OF CONTENTS
PAGE
Introduction....................................................................................................................................1
Welcome ..............................................................................................................................1
This Competency Unit .........................................................................................................1
Before you start ....................................................................................................................2
Planning your learning programme .....................................................................................2
Self- Assessment Checklist ...................................................................................................3
How to use this Learner Guide ............................................................................................4
Using the Computer and Other Resources ...........................................................................6
Method of Assessment .........................................................................................................6
Quality Assurance ................................................................................................................7
Element 1: Determine software or software upgrade requirements of clients........................8
Self- Assessment Checklist .................................................................................................15
Element 2: Obtain software or software upgrade ....................................................................16
Self- Assessment Checklist .................................................................................................25
Element 3: Install software or upgrade .....................................................................................26
self-Assessment Checklist .................................................................................................33
Copyright © 2007 HEART Trust/NTA.

LG-ITINET1372A
INSTALL SOFTWARE
APPLICATIONS
INTRODUCTION
Welcome
Welcome to the Learner Guide for Competency Standard “Install Software

Applications ”. This is just one of a number of Learner Guides produced for the skills and
knowledge required to apply aspects of system optimisation skills stream of the
Information Technology and Communications Industry, and it is designed to guide you,
the learner, through a series of learning processes and activities that will enable you to
achieve the specified learning outcomes for the competency unit.
The content of this guide was developed from the Competency Standard ITINET1372A
which is one of the basic building blocks for the National Vocational Qualification of
Jamaica (NVQ-J) certification within the industry. Please refer to your Learner
Handbook for a thorough explanation of standards and competencies, and how these
relate to the NVQ-J certification.
You are also advised to consult the Competency Standard for a better understanding of
what is required to master the competency.
This Competency Unit
“Install Software Applications ” addresses the knowledge and skills required to install
software applications. There are three main areas or elements:
Element 1: Determine software or software upgrade requirements for clients.
Element 2: Obtain software or software upgrade.
Element 3: Install software or upgrade.
As you go through each element you will find critical information relating to each one.
You are advised to study them carefully so that you will be able to develop the necessary
knowledge, skills and attitudes to Install and Optimise System Software.

1
Before you start
Before you start this Learner Guide, you need to:
a. Obtain a Learner’s Logbook. You will use it to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and
have your learning facilitator sign off on them. This will allow you to provide
evidence of your competence when you are being assessed against the competency
standard.
b. Ensure that you have access to the facilities and equipment necessary for learning.
c. Ensure that your learning resources are available.
d. Ensure that you are wearing suitable clothing, that tools and equipment are safe, and
that the correct safety equipment is used.
e. Plan your learning programme (see below)
f. Understand how to use this Learner Guide (see below)
Planning your learning programme
The self-assessment checklist on the following pages will assist you in planning your
training programme and it will help you to think about the knowledge and skills needed
to demonstrate competency in this unit. As you go through each one you will be able to
find out which aspects of the elements you have already mastered and which ones you
already have and which you will need to pay more attention to as you go through the
learning process.
To complete the self- assessment checklist, simply read the statements and tick the ‘Yes’
or ‘No’ box. You should do this exercise now.

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Self-Assessment Checklist
- Install software applications
Element 1 Determine software or software upgrade

requirements of Clients Yes No
1. I can document and report client requirements to supervisor

according to established procedures ( ) ( )
2. I can act on supervisor’s instructions to meet client

requirements in line with organizational guidelines, corporate
purchasing, licensing arrangements and budget ( ) ( )
Element 2 Obtain software or software upgrade Yes No
1. I can obtain appropriate software under instruction from

management or supervisor ( ) ( )
2. I can determine and record licensing requirements in line with

organisational guidelines ( ) ( )
Element 3 Install software or upgrade Yes No
1. I can install upgrades to meet supervisor’s instructions and in

accordance with installation procedures ( ) ( )
2. I can undertake process so clients experience minimal

disruption ( ) ( )
3. I can correctly install computer to accept software according to

installation instructions ( ) ( )
4. I can carry out testing and acceptance in line with corporate

guidelines. ( ) ( )
5. I can satisfy client requirements and make amendments as

required for client, or refer the client to appropriate
person/supervisor if necessary ( ) ( )

3
How did you do?
If you ticked all or most of the ‘Yes’ boxes, then you might not need to go through the
entire guide. Ask your learning facilitator to assist you in determining the most
appropriate action you should take.
If you ticked a few of the ‘Yes’ boxes or none at all then you should work through all of
the guide, even though some of the material may be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator in
the planning process.
How to use this Learner Guide
This Learner Guide is designed to assist you to work and learn at your own pace.
We suggest that you:
• Go through the sections/elements as they are presented (starting at Section 1)
• Check your progress at each checkpoint to ensure that you have understood the
material
• Observe the icons and special graphics used throughout this guide to remind you of
what you have to do and to enhance your learning. The icons and their meanings are
as follows:

4
Complete Assessment Exercise

This exercise requires you to think about the knowledge
and skills that you have or will develop in this competency
unit.
Definition Box
Words/phrases are defined or explained in this box. The
words/phrases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.
Activity
This denotes something for you to do either alone or with
the assistance of your trainer/supervisor.
Reference
Points you to the reference materials and other support
documents or resources used in compiling the unit content.
• Ask your learning facilitator for help if you have any problems with the interpretation
of the contents, the procedures, or the availability of resources.
• Complete each activity as you come to it. If the activity requires you perform an
actual task, be sure to tell your learning facilitator when you get to that activity so that
he/she can make any arrangements, if necessary.
• Get your learning facilitator to sign and date the Learner Logbook when you have
completed an activity.
• Complete the self-assessment checklist at the end of each section or element.

5
When you have worked through all elements of the guide, and when you can tick every
‘Yes’ box, you are ready for assessment and should ask your learning facilitator to assist
you in making the arrangements to have your performance assessed.
Using the Computer and Other Resources
Where your activities refer you to the library, computer and Internet resources, ask your
learning facilitator to assist you with locating these resources. If you are getting your
training in an institution, there may be a library and a computer laboratory. If this is not
the case, visit the local library and find out what resources are available.
If you are new to the computer and the Internet, someone in the computer room should be
able to show you how to use these resources.
Please note that in many of your activities you have been referred to information on the
Internet. This is because the Internet has a vast amount of information that can help you
in acquiring the particular competencies. We would like to advise you, however, that we
cannot guarantee that all the sites will be available when you need them. If this happens,
ask your learning facilitator to assist you with locating other sites that have the
information you require.
Method of Assessment
Competency will be assessed while you are actually performing the tasks related to this
competency. This may be in a real workplace or a simulated situation that accurately
relates to the work situation. Your competency assessment will also encompass those
critical employability skills, which you must acquire as you perform the various tasks.
You are advised to consult the associated competency standard for further details relating
to the assessment strategies.
These employability skills may include your ability to:
- Collect, analyze and organize information

- Communicate ideas and information
- Plan and organize activities
- Work with others and in a team
- Use mathematical ideas and techniques
- Solve problems
- Use technology

6
Quality Assurance
A feedback form is included at the back of each learner guide, so all users are afforded
the opportunity to document their concerns pertinent to the various aspects of the guide.
Such concerns will assist in the review process of the learner guides. Users are
encouraged to cut out the form, complete and submit same to the address provided.
You may now start your learning. Have fun while you work!

7
ELEMENT 1: DETERMINE SOFTWARE OR SOFTWARE UPGRADE

REQUIREMENTS OF CLIENTS
LEARNING OUTCOMES
As you go through this element you will acquire the necessary knowledge, skills and
attitudes to determine software or software upgrade requirements of clients. Your
learning facilitator is there to assist you with the various activities, so that on completion
you should be able to:
1. Document and report client requirements to supervisor according to established

proceduresAct on supervisors instructions to meet client requirements in line with
organizational guidelines, corporate purchasing, licensing arrangements and
budget constraints
DOCUMENT AND REPORT CLIENT'S SOFTWARE NEEDS
When meeting a customer you should always

Supervisor - The person concerned know what standards your organisation
with the overall management and expects you to follow. Such standards are
allocation of resources and staff. developed by every (successful) organisation
in order to maintain positive relationships with
customers.
Successful customer service related to the installation of software is based on the same
principles as every other form of customer service. Regardless of whether you provide a
service to internal or external clients it is worth remembering. The following the
fundamental principle of customer service:
If your service responds to client’s needs and makes your client feel valued, you and
your organisation will build and maintain a strong reputation.
Keeping that rule in mind, let's consider some of the steps one could take as a general
guideline when providing a software/application installation service:
• Identify client software requirements

• Analyse client's existing software
• Analyse client's existing hardware
• Determine suitable software according to client's needs
• Install suggested software
• Verify correct operation of installed software

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Each step of the above process can be affected by a number of factors, such as the level
of your expertise, organisational guidelines, licensing agreements and so forth.
Recommending software requires appropriate expertise, although, at this stage, it will be
left to your supervisor to make such decisions, you should be able to record all relevant
information about the client's system and report it to your supervisor. So, let's look at
some of the general guidelines and identify important features of this process.
ACT ON CLIENT REQUIREMENTS BASED ON SUPERVISOR’S INSTRUCTIONS
Clients and End-Users
Questioning is your best tool at this initial stage. It is a good idea to have a standard set of
questions to ask your customer. Having such a set printed out and ready to use will
further improve the quality of your service. It is very unlikely you will forget to ask a
previously documented question about a particular item, but such a question could be
overlooked if you try to recall several of them from memory. You should also record the
customer’s answers as this is essential for further analysis of customer’s need by your
supervisor. In addition, your customer will perceive your service as well planned and
well organised.
From this standard set of questions you will choose a subset of questions which will be
relevant to customer needs. However, you may also ask questions which may not appear
relevant to the customer's initial enquiries. For example, if your customer enquired about
an upgrade of an operating system, a question about whether a desktop publishing
package would enhance client's computer work will be marked as N/A (not applicable)
but, if your customer enquired about an upgrade to a newer word processor, the same
question regarding a desktop publishing package will be very relevant.
The standard set of questions should be provided by your supervisor, however, if you
want to create your own set, you have to ensure that it is approved by your supervisor.
Remember that all information collected from a customer will help your supervisor to
make a decision about the service provided to a customer.
Such questions should be properly written and, if possible, without any technical jargon.
If jargon is used it should be explained immediately. Acronyms should not be used at all.
Here are sample questions you or yo ur supervisor may include in a standard set:
• What is the major activity that you use your computer for?
• What do you expect your computer to be able to do after implementing proposed
changes?
• What is the name of the software you currently use to do your work?
• Do you use any other software to support your major work?
• Do you know how much memory your computer has?
• What hardware devices do you use during your work on the computer?

9
CHECKPOINT
Which of the following questions are considered suitable to be

included in your standard set of initial questions? (Indicated with a
yes or no)
Is your computer a Mac or a PC?
• Did you make any upgrades or changes since the original

purchase of your computer?
• How much are you prepared to spend on the upgrade of your
software?
• Do you expect further expansion of your activity in the near
future?
Think of another two suitable questions you could add to the standard
set to act on clients’ requirement/needs
ANALYSE CLIENT'S EXISTING SOFTWARE
Your initial step in this analysis will be to verify collected information on the level of
usage of the software; however, you should physically access the customer's computer
and verify the correctness of provided information.
Many computer users are highly skilled experts in applications they use, but information
about the environment in which their application operates is often outside their interest. A
user may have very good intentions to give you relevant information but it may not be
sufficient for your supervisor to make a decision regarding the customer's software
upgrade.
You should also verify:
• what operations the customer is performing using this software

• which functions are used to perform these operations
• what are the expected outcomes from the proposed software upgrade or new
installation.
Such information is very important to your supervisor because the required software
functions may already exist in the system, or can be added in the form of macros. A
customer may not be aware of this possibility.

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At this stage it will be essential to record correctly:
• the name of the software used

• its version
• date and time of original installation and
• any upgrades and their versions completed since the software's original
installation.
In the Windows environment such information is easily accessible by selecting the above
option in Help menu option of the application.
Information such as a name and a contact phone number of the person or organisation
which completed the previous installation also should be recorded (if possible)
ACTIVITY
• Access information about a major application, such as Microsoft

Word, that you use at the moment.
• Record all details you found. What other information in addition
to the name and version of the application did you find?
• Following the same steps, get information about another two
software packages.
Compare collected information. Which data information is the same?

Which are different? Pay attention to details when compiling
information.
Present your findings to your facilitator using the most appropriate

computer software
ORGANISATIONAL GUIDELINES
An Organisational Guideline - (often

referred to as an organisational standard)
is a set of rules or procedures providing a
guide as to how to correctly perform a
specific activity or operation within an
organisation.

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There should be a set of guidelines for every form of activity within an organisation. The
major aim of organisational guidelines is to increase the efficiency or productivity of an
organisation by following prescribed steps. The guidelines are also used as a benchmark
from which potential improvements can be easily identified.
Some examples of organisational guidelines are:
• Client liaison policy

• Procedures for servicing help desk calls
• Procedures for internal communications
• Staff training policy
• Vehicle fleet usage policy
• Budget management policy
Applying organisational guide lines
Since organisational guidelines provide an assurance of performing tasks correctly they

should be adhered to during every activity within an organisation.
Most organisations offer in- house training for their employees in order to ensure correct
use of organisational guidelines, however, it may be the case that you will be given an
unfamiliar task. You should always check with your immediate supervisor to ascertain
whether policies exist which govern the performance of such a task.
Let's consider some examples:
• Organisational guidelines for purchasing - These guidelines will vary from one
organisation to another. You should always check with your immediate supervisor
whether such a policy exists within the organisation. This policy should specify the
following:
- Verification of funds available within your section

- Verification of the necessity to purchase an item
- Maximum money permitted to be spent on a single purchase
- Inclusion of at least two quotations for a particular item
- List of recommended brands, or suppliers you can buy
• Licensing arrangements and corporate purchasing - Again, these guidelines will

vary from one organisation to another. At this stage you will not be involved in
establishing (or changing) such rules, however, it is your obligation to ensure that you
know and follow purchasing policies existing within the organisation. Always contact
your immediate supervisor if you have difficulties locating or understanding licensing
arrangements used within the organisation.

12
• Following and controlling the organisational budget - It is very unlikely that you
will be allowed to make any decisions regarding the organisational budget, however,
you should be aware of the existence of organisational rules controlling the budget
and following them. For example, if your supervisor asked you to find the best price
for specific software, you have to check what is available in the price bracket, and
then actually purchase the software. Many organisations use a yearly budget, but
some also use a half-yearly or quarterly budgeting system. Make sure that you know
which system is used by your organisation and whether you can make a purchase at a
particular time. Your supervisor should give you all such details.
Here is a list of activities you will find useful to complete, and will assist you in
determining software upgrade for clients.
ACTIVITY
Demonstrate how you would carry out the following task:
You are employed by the ABC Computer Services Limited as a

Computer Support Officer. One of your daily duties is to service
initial customer enquiries. Demonstrate how you would carry out the
following tasks:
- Identification of client's existing hardware

- Identification of client's existing software
- Identification of client's current and future needs
- Identification of client's licensing arrangements (warranty)

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ACTIVITY Cont’d
2. Your current customer is an owner of a small local accounting

firm. The firm already has two computers. One is used by the
receptionist, and the second is used by the owner to maintain her
customers' ledgers and journals. Both users complain that their
computers are inadequate, that is, computers are very slow and
occasionally unable to transfer data from one software application
to another. The owner is not very familiar with her computers
technical features, but she has a receipt for computers she
purchased some time ago. Information on the receipt says:
Computer System 1 Computer System 2 -

Accountant's Special
GCS 386SX - 33Mhz GCS 486DX - 160Mhz
SIMM 70ns 4Mb SIMM 70ns 8Mb
Western Digital LX 120Mb Western Digital XE 250Mb
FDD 3.5" FDD 3.5"
KTX 14" - VGA KTX 14" - VGA
Optima 104 (QWERTY) Optima 104 (QWERTY)
Logic mouse Logic mouse
Star NX - 1000 HP LaserJet 3.0
DOS 5.0 DOS 5.0
Windows 3.1 Windows 3.1
WordPerfect 6.0 WordPerfect 6.0
Excel 4.0 Word 5.0
Access 2.0 Excel 4.0
Access 2.0
M.Y.O.B 4.0
Discuss with your customer the guidelines for purchasing computers.

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READY TO PROVE YOUR COMPETENCE?
Now that you have completed this element, check to see whether you have fully grasped
all the components by doing the following Self- Assessment:
Checklist 1 Yes No
1. I know how to document and report client requirements to

supervisor according to established procedures ( ) ( )
2. I know how to act on supervisor’s instructions to meet client

requirements in line with organizational guidelines, corporate
purchasing, licensing arrangements and budget ( ) ( )
Checklist 2 Yes No
1. Client requirements were documented and reported to

supervisor according to established procedures ( ) ( )
2. Client requirements were acted on supervisor’s instructions in

line with organizational guidelines, corporate purchasing,
licensing arrangements and budget ( ) ( )

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ELEMENT 2: OBTAIN SOFTWARE OR SOFTWARE UPGRADE
LEARNING OUTCOMES
attitudes obtain software or software upgrade. Your learning facilitator is there to assis t
you with the various activities, so that on completion you should be able to:
1. Obtain appropriate software under instruction from management or supervisor

2. Determine and record licensing requirements in line with organisational
guidelines
OBTAINING AND VERIFYING SOFTWARE
Once your supervisor has checked and approved the client's software requireme nts you
will need to obtain the software.
Where to look
• Computer magazines
• Newspapers
• The Internet
• IT consultants
• IT department
• The Yellow Pages
• Computer suppliers
Depending on the size and the type of your organisation, you will choose one of several
different ways of collecting the software. For example, large organisations usually have a
section or a department which controls purchases and deals only with a selected number
of suppliers. In such cases, you will be provided with a catalogue of available products
from which to choose.
Such organisations also use a Purchase Requisition document (usually called a PR book)
provided by the administrative department. You will need to fill in and submit a Purchase
Order which also needs to be signed by your supervisor.
If an organisation allows purchases to be made from any supplier, then you will be
expected to obtain two quotations from different suppliers and attach them to your
purchase order.

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Smaller organisations may require some additional tasks. For example, you may be asked
to create a Purchase Order form using a word processor and then submit it to a supplier.
Therefore, it is essential that you know the organisational guidelines regarding the
purchase of software.
Every piece of software installed in a computer has clearly specified system

requirements. These requirements define an environment for correct operation of the
software. In general, features which describe such an environment may include:
• Operating system requirements (whether Windows or Macintosh or Unix or other)

• Minimum size of RAM required
• Minimum size of free disk space on a hard disk required
• Depending on the type of software, there could be a list of additional requirements
such as CDROM, sound card, specified screen resolution and so forth.
Note: Before you proceed with software installation, you need to ensure that the
client's computer satisfies all system requirements.
What to look for
• Are there frequent updates

• Are updates free
• What is the total cost
• Does the supplier have a web site
• Nature and extent of support
• Is the supplier reputable, have experience
• Is there local support
• What are the licensing requirements
• Supplier options
• Purchasing procedures
• Contracting arrangements
• PCs versus network computers
• Commercial software versus custom-built software
• Organization specific software
• Operating systems
• Installation instructions and manuals
• Range of suppliers
• Purchasing procedures
• Who is responsible for purchasing
CHECKPOINT
List all essential hardware required for a typical installation of MS-

Office XP Professional

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VERIFICATION OF LICENSING RULES
Whenever you install a piece of software on a computer you must ensure that you comply
with the legal obligations outlined in its license agreement. Since a particular piece of
software can be installed in many different environments and used by several users,
licensing rules may also vary to accommodate each environment.
Caution: Remember - using or installing unlicensed software is illegal.
Licensing Requirements
Piracy – the illegal copying

of software.
Piracy illegal copying of software is done in order to:
• Use more copies on more computers

• Make the software available on a network
• Use a copy for personal use
• Distribute copies to friends
• Sell copies to others
• Use parts of the program in another program
Copies are made legally for the following reasons:
• One backup copy to be used only if the original gets damaged

• Targets – Games & Application packages
Copyright and Intellectual Property
Copyright – the exclusive right

given by law for a certain number of
years to people (authors) to print,
publish, and sell copies of their
original work. This original work is
their intellectual property.

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The License
• An agreement to operate software
• To operate a certain number of copies
• To make one backup copy
For more information, see Learner Guide:

HEART Trust/NTA (2006). LG – ITIDAT2903 A Install and optimise system
software, Element 2
LICENSING RULES FOR COMMERCIAL SOFTWARE APPLICATIONS
All commercial software comes with licensing agreements which are displayed before
you install the software. Although it is a lengthy document full of legal terms and
statements, you should read it carefully to know your own or your customer's rights and
obligations in regard to the software.
If you install shrink-wrapped software, you will find licensing rules printed on the
envelope containing the software ,or on an additional page provided with the package.
You should read these rules before breaking the seal of the package containing the
software.
In addition, the same rules are repeated and displayed on the screen at the beginning of
the installation process. You usually have to read and accept these rules if you wish to
complete the installation.

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Examples singular or plural of a License Agreement provided with

commercial software
If you purchased your software online and have downloaded it to a computer, its
licensing agreement will be included and displayed at the beginning of the installation.
Usually, commercial software allows installation on one computer only, unless you have
a site license.
Use of Site License:

• To make a limited number of copies for use at a single location
• To run the program on a LAN
You should read the licensing rules carefully because there could be some variations. For
example, a licensing rule may allow installation of the same software on three different
computers. That is, one copy on a user's computer at work, one on a user's computer at
home and one on a user's laptop computer. Such installation typically requires that only
one copy of the software will be used at a time.

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NB. When you install software on a client's computer you have to clearly inform
your client about his/her rights and obligations associated with the purchased
software.
Licensing rules for organisation specific software (in-house developed software)
Many large organisations develop their own software. Such software is usually not
licensed to outside organisations because it was developed to match the organisation's
specific environment and would not operate correctly elsewhere. However, it does not
mean that in-house developed software can be copied and installed freely on any
computer within an organisation.
Although licensing rules for such software may be less strict than rules for commercial
software, the same installation procedure as for any other software must be followed.
ROLE OF SOFTWARE INSTALLATION INSTRUCTIONS AND MANUALS
Before you attempt to install any software you must

A wizard - is a user friendly
carefully read the installation instructions provided
interactive program designed to
simplify and control software with the software. Information included in the
installation instructions always lists a detailed
installation.
description of steps required for correct installation.
It may also contain a list of parameters you will
need to supply during installation. For example, you may be asked to provide an
alternative name for a folder where you wish to install the software or which currently
installed programs you would like to link with the new software.
Knowing what is expected from you during installation always simplifies and speeds up
the actual installation process. Installation instructions now are being replaced by
installation "wizards".
A wizard is capable of checking technical features of a computer on which it is installed,

and making appropriate changes without user intervention. It is also able to inform you
about detected limitations of the computer system which may cause problems during the
installation or operation of the software. Its interactivity is very basic. That is, it uses
simple dialogue boxes where the user can make a selection, type text or just click a
button.
Dialog boxes demonstrates the type of interactivity provided by installation wizards. It is

not a full sequence of an installation wizard but a set of selected screens with options
typically provided by an installation wizard.

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Well designed software also has attached a readme file.
Readme file - contains additional

information about the software. (Usually it
is saved as Read.me or Readme.txt).
It is recommended that you be familiar with the content of this file because it usually
contains information about non standard features of the software and the latest
information not available when software was developed; that is, changes implemented in
the very late stage of the software development.
The software developer should also provide a user manual. A manual can be provided in
printed or in electronic form. To reduce software cost and speed up software availability,
many software developers offer only an electronic version. However, a printed version
can be purchased for some additional cost. You can also create your own manual by
printing out the content of an electronic version.
POLICIES AND OBLIGATIONS OF SOFTWARE SUPPLIERS
Help Desk Staff: Provide

timely advice to users
(over the phone).
All software developers provide some kind of support for users of their product. The
levels of support vary; some suppliers offer free support, and others may charge some fee
for their service. Also, the same software developers may offer different level of support
for each product they sell.
If the software requested by your client is a commercial product, it is recommended that

you check the level of provided support prior to purchasing the software.
To be entitled to any form of support you need to register the software with its developer.
To do this, you can fill in the registration form provided with the software or you can do
it online. Online registration is much faster and much more convenient. However, your
customer must have connection to the Internet. Online registration is often a part of the
installation process.

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You also have to be aware that whenever you accept conditions specified in the software
user's policy you also agree with the software developer's indemnity. It means that the
software developer is not liable fo r any damages which could be caused by the software.
It also means that known problems with the software can very likely be resolved by
appropriate advice from the user support section. However, if some unknown problems
appear (and that can happen any time). It is best to report them to the user support team
(or Help Desk Staff) and hope that they will find a solution.
DOCUMENTING LICENSING DETAILS ACCORDING TO ORGANISATIONAL

POLICY
Whenever you install any type of software on a client computer you must record details
of the installation.
Depending on the organisational guidelines used, required details to be recorded may

vary, but at least the following should be included:
• Name of the software installed

• Version number
• Information whether it is up grade or original software
• License number
• License details
• Vendor name and contact phone number
• Date of installation
• Asset/serial number of the computer on which it is installed
• Name and contact phone number of a person installing the software
Some organisations may require additional details such as location of a computer, a name
of the computer user, information, whether the software is a network application and so
forth. You need to check organisation policy regarding documentation of software
installation to complete this task correctly.
Licensing details may be recorded in a database or register on inventory designed for that
purpose. Usually it is stored on a computer (or server) designated to store all information
related to the organisation's I.T activity.
Documenting licensing details also provides the following benefits:
• It is evidence that the installation was completed correctly

• It simplifies troubleshooting and maintenance tasks
• It proves that your customer is a legal user of the software

23
ACTIVITY
1. Create a form (electronic or paper based) which you would

recommend for used for storing licensing details
2. You are employed by the Rapid Computer Services Ltd. as a

computer support officer. Your supervisor just completed
hardware upgrade of a customer computer and asked you to
install requested software. The current hardware specification is
as follows:
Intel® Pentium® 4 Processor

Processor
2.4GHz
Operating System Microsoft® Windows® 2000
256MB Shared PC2700 DDR-
Memory
SDRAM at 333MHz1
Hard Drive 40GB2 Hard Drive
Monitor 17" Flat Panel Monitor (17.0"v.i.s.)
Optical Drive 48X Max CD-RW
The software you have to obtain and install includes:
a) Upgrade from Windows® 2000 to Windows® XP

professional
b) Office XP
c) MYOB (http://www.myob.com.us/)
You need to submit to your supervisor a report describing how you
will complete this task. Your report should demonstrate each
approach taken and contain at least the following information:
• How will you obtain required software?

• How and when will you verify technical specifications of
obtained software?
• Licensing requirements for Windows® XP professional
• Licensing requirements for MS Office XP
• Licensing requirements for MYOB software (select one of the
licensing requirements commonly used by small software
developers)
• List of type of software installation instructions and manual
provided with the software
• Sample of documenting licensing details according to
organisational policy.

24
http://www.microsoft.com/resources/sam/Implementing_PolicyAcquisition. m
spx
Now that you have completed this element, check to see whether you have fully grasped
all the components by doing the following self-assessment:
Checklist 1 Yes No
1. I know how to obtain software under instruction from

management ( ) ( )
2. I know how to determine and record licensing requirements in

line with organisational guidelines ( ) ( )
Checklist 2 Yes No
1. Software was obtained under instruction from management ( ) ( )
2. Licensing requirements were determined and recorded in line

with organisational guidelines ( ) ( )

25
ELEMENT 3: INSTALL SOFTWARE OR UPGRADE
LEARNING OUTCOMES
attitudes install software or upgrade. Your learning facilitator is there to assist you with
the various activities, so that on completion you should be able to:
1. Install upgrades to meet supervisor’s instructions in accordance with installation

procedures
2. Undertake process so clients experience minimal disruption
3. Install computer to accept software according to installation instructions
4. Test and carry out acceptance in line with corporate guidelines
5. Satisfy client’s requirements and make amendments as required for client, or refer
the client to appropriate person/supervisor if necessary
INSTALL SOFTWARE UPGRADES
After you have verified that the client's computer is placed correctly according to suitable
OH&S regulations, and you have checked that the hardware on which the software is to
be installed satisfies all requirements, you may proceed with the installation.
Locate and follow the initial instructions which are usually printed on the first installation
disk (sometimes instructions are printed on every disk in a set) to start an installation
wizard. The installation wizard will guide you through the installation process.
After completing essential verification of suitability of hardware and software according

to supervisor's instructions, you have to work out when will be the most suitable time to
install the software.
The major point which you need to consider is to ensure that the installation process will
minimise client disruption.

26
To achieve that, it is recommended you approach the software installation process in a

structured way. That is:
• Establish the approximate time for the installation (include time to resolve
problems which may arise during installation)
• Discuss with your client when the projected time for installation will cause
minimal disruption to the organisation's operation
• Organise resources required to record:
- any problems which may arise during installation

- a specific options or customised configurations implemented during
installation
• Organise resources required during installation process eg. troubleshooting disks,

start up disks, backup disks, license number and registration number
• Organise access to information about previous installations or environment for
new software which may be required during installation process. For example, if
you install an upgrade from Windows 95 to Windows 98 and your customer also
upgraded a hard disk to a new faster and larger hard disk and the old version of
Windows is no longer installed, you need an access to original licensed disks of
Windows 95 which will be required during installation.

27
ACTIVITY
In groups of four, under the guidance of your learning facilitator,

carry out the following activity:
You received from your supervisor an accounting package called

M.Y.O.B 2003 which you have to install on two computers in a
client's office. The installation process takes approximately 40
minutes. Your customer's office is located in a 10-storey commercial
building which is not accessible during weekends due to security
arrangements.
(Note: You may need to obtain M.Y.O.B. hardware requirements

from a software vendor to confirm suitability of client's computers or
go to http://www.myob.com.us/)
Client's Computers:
Comp1 Comp2
Pentium III 800 Mhz Pentium III 1.4 Ghz
64 Mb RAM 128 Mb RAM
3.3 Gb free disk space 10.2 Gb free disk
space
Consider the following time-table of client's daily activities obtained

from your customer and work out the most suitable time for the
installation.

28
ACTIVITY Cont’d
Organisational Timetable
Computer 9.00-10.00am Mon-Fri - Email checkout (reading and response)
1 10.30-1.00pm Mon-Fri - Daily correspondence (creation and
printing)
1.00-5.00pm Mon and Wed - Development of new promotional
material
10.00-3.00pm Fri - Weekly correspondence (creation and
printing - mail merge)
3.00-4.00pm Fri - Email - and of the week checkout
4.00-5.00pm Fri - Weekly backup
Computer 9.00-1.00pm Mon-Wed - New transaction data entry for existing
2 customers
1.00-3.00pm Mon-Wed - Verification of new data entry
3.00-5.00pm Mon-Wed - Printing updated reports
9.00-1.00pm Thu - New customers data entry
1.00-3.00pm Thu - Printing charts of account for new customers
9.00-1.00pm Fri - Printing weekly reports
1.00-3.00pm Fri Accounts reconciliation
3.00-5.00pm Fri - Weekly backup
3650B: Install Software Application
ACTIVITY Cont’d…
Write down and present this information in an "easy to workout" table as displayed below
Mon Tues Wed Thu Fri

Comp1 Comp2 Comp1 Comp2 Comp1 Comp2 Comp1 Comp2 Comp1 Comp2
9.00am-
10.30am
10.30am-
1.00pm
1.00pm-
3.00pm
3.00pm-
5.00pm

29
TEST PROCEDURES
Computer Support Officer - The

person who receives a technology-free
statement of the user requirements and
transforms it into a computer system.
• Installs and tests the software.
Once the software has been installed you need to check out its correct operation. Testing
procedures used will depend on the type of software being installed. However, for each
type of software there are three basic functions which should be tested:
• Starting software
• Software operation
• Closing software
Starting software may involve provision of instructions on how to start the software. It
may also involve creation of shortcuts to simplify access to the software.
Testing software operation will require testing data. Data selected for testing purpose
should involve use of fundamental features of the software to demonstrate their correct
operations.
Closing software will demonstrate the conclusion of the full cycle software operation.
Testing all three stages will confirm that there are no side effects in operation of any part
of the software. Such are usually the responsibilities of the Computer Support Officer.
ACTIVITY
In groups of two, perform the following tasks. Show your learning

facilitator your outcome and listed steps.
• In Windows 95 environments create and place on the

desktop, three different short cuts to Windows based
applications.
• List the steps you took to complete this task

30
VERIFY CLIENT REQUIREMENTS AND CLIENT SATISFACTION
The last step which you have to do to complete the software installation process is to
verify client requirements.
Your client has invested in the software you installed, so you have to demonstrate to your
client that the program indeed does what it is supposed to do. Such a demonstration will
strongly depend on the type of software you install.
You also have to consider the level of customer's skills in operating the soft ware. For a
beginner, you will demonstrate the very basic steps, such as how to get started and close
the software. It is also recommended that you provide some information about the
appropriate training for beginners. Some companies may provide staff trainer.
Staff Trainer
• Responsible for training all staff in
the use of the new software.
• Provides documentation for users and
ongoing support.
For more advanced users, your demonstration should display the use of features matching
the client's initial requirements.
Any demonstration which you wish to do should be planned, prepared and tested in
advance, prior to installation of the software. Performing an unplanned demonstration
may lead to basic errors which may make your customer question the quality of your
work.
You should also be aware that some software programs are very complex or may contain
many components (e.g. integrated software). In such cases, conducting a demonstration
covering every element of the client's requirement would not be practical because it may
take very long time. If such programs contain some kind of built- in demonstration, you
should make your customer aware of this feature.
The last, and probably the most important way of ensuring client satisfaction is to provide
immediate help or support in a case of emergency (Using the Help Desk Staff or
Computer Support Officer).
Unfortunately, problems with software happen quite frequently. The most frequent
problems with software are generated by inappropriate usage.

31
Sometimes problems with software may arise due to hardware malfunction, and
occasionally problems can be generated by incorrectly written software (software bugs).
However, since you installed the software most customers will assume that you are
responsible for all problems they experience. If you (and your organisation) value a
customer and wish to continue providing service, you have to ensure that your client can
contact you and report any problems. You also have to respond to these problems and
provide a solution as soon as you can.
ACTIVITY
Download software applications called Adobe Acrobat and WinZip

(free/trial version only) from the following site:
http://www.winzip.com
http://www.adobe.com
Install downloaded software, test correct installation then, list the

following characteristics:
• Application download URL (ie. home page address)

• Brief description of the type and purpose of this software
• Full name of the program
• Version number
• License rule for home users
• Total disk space required for all files of this application
Your facilitator will assess your competency in carrying out this

activity.

32
Now that you have completed this element, see to whether you have fully grasped all the
components by doing the following Self-Assessment
Checklist 1 Yes No
1. I know how to install upgrades to meet supervisor’s

instructions ( ) ( )
2. I know how to undertake process so clients experience

minimal disruption ( ) ( )
3. I know how to correctly install computer to accept software

according to installation instructions ( ) ( )
4. I know how to carry out testing and acceptance in line with

corporate guidelines ( ) ( )
5. I know how to satisfy client requirements and make

amendments as required for client, or refer the client to
appropriate person/supervisor if necessary ( ) ( )
Checklist 2 Yes No
1. Upgrades are installed to meet supervisor’s instructions ( ) ( )
2. Process is undertaken so clients experienced minimal

disruption ( ) ( )
3. Computer is installed correctly and it accepted software

according to installation instructions ( ) ( )
4. Testing is carried out and accepted in line with corporate

guidelines ( ) ( )
5. client requirements is satisfied and amendments made as

required for client, or the clients are referred to appropriate
person/supervisor if necessary ( ) ( )

33
Learning Management Services Department
Learning Resources Development Unit
Learner Guide Feedback Form
Your feedback on the Learner Guides is important to us. Please complete the
form below to indicate areas for review as you see necessary. For each
component tick [v ] the appropriate column.
Learner Guide Title:
Learner Guide Code:
LEARNER GUIDE INVESTIGATION

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LG – ITINET1372A INSTALL SOFTWARE APPLICATIONS

HEART TRUST/NATIONAL TRAINING AGENCY

Learning Management Services Department

*** 2007 ***

Version 1 LRDU – Mar

Element 1: Determine software or software upgrade requirements of clients........................8

Self- Assessment Checklist .................................................................................................15

Element 2: Obtain software or software upgrade ....................................................................16

Self- Assessment Checklist .................................................................................................25

Element 3: Install software or upgrade .....................................................................................26

self-Assessment Checklist .................................................................................................33

Copyright © 2007 HEART Trust/NTA.

Welcome to the Learner Guide for Competency Standard “Install Software

This Competency Unit

Element 1: Determine software or software upgrade requirements for clients.

Element 2: Obtain software or software upgrade.

Element 3: Install software or upgrade.

Copyright © 2007 HEART Trust/NTA.

Before you start

Before you start this Learner Guide, you need to:

c. Ensure that your learning resources are available.

e. Plan your learning programme (see below)

f. Understand how to use this Learner Guide (see below)

Planning your learning programme

Copyright © 2007 HEART Trust/NTA.

Element 1 Determine software or software upgrade

1. I can document and report client requirements to supervisor

2. I can act on supervisor’s instructions to meet client

Element 2 Obtain software or software upgrade Yes No

1. I can obtain appropriate software under instruction from

2. I can determine and record licensing requirements in line with

Element 3 Install software or upgrade Yes No

1. I can install upgrades to meet supervisor’s instructions and in

2. I can undertake process so clients experience minimal

3. I can correctly install computer to accept software according to

4. I can carry out testing and acceptance in line with corporate

5. I can satisfy client requirements and make amendments as

Copyright © 2007 HEART Trust/NTA.

How did you do?

How to use this Learner Guide

We suggest that you:

• Go through the sections/elements as they are presented (starting at Section 1)

Copyright © 2007 HEART Trust/NTA.

Complete Assessment Exercise

• Complete the self-assessment checklist at the end of each section or element.

Copyright © 2007 HEART Trust/NTA.

Using the Computer and Other Resources

These employability skills may include your ability to:

- Collect, analyze and organize information

Copyright © 2007 HEART Trust/NTA.

Copyright © 2007 HEART Trust/NTA.

ELEMENT 1: DETERMINE SOFTWARE OR SOFTWARE UPGRADE

1. Document and report client requirements to supervisor according to established

DOCUMENT AND REPORT CLIENT'S SOFTWARE NEEDS

When meeting a customer you should always

• Identify client software requirements

Copyright © 2007 HEART Trust/NTA.

ACT ON CLIENT REQUIREMENTS BASED ON SUPERVISOR’S INSTRUCTIONS

Clients and End-Users

Copyright © 2007 HEART Trust/NTA.

Which of the following questions are considered suitable to be

Is your computer a Mac or a PC?

• Did you make any upgrades or changes since the original

ANALYSE CLIENT'S EXISTING SOFTWARE

* 2007 *