Occupational Code: ICT ITS

Ministry of Education
Sector: - ICT
Sub Sector: - Information Technology
Occupation: Information Technology Support Services _L I
Assessor’s Package
The assessment covers the following units of competence:
1. ICT ITS1 01 0710 Connect hard ware peripherals
2. ICT ITS1 02 0710 Install soft ware Application
3. ICT ITS1 03 0710 Record client support Requirements
4. ICT ITS1 04 0710 Protect application or system software
5. ICT ITS1 05 0710 Maintain equipment and software inventory and documentation
6. ICT ITS1 06 0710 Operate personal computer
7. ICT ITS1 07 0710 Apply quality standards
8. ICT ITS1 08 0710 Work with others
9. ICT ITS1 09 0710 Receive and respond to work place communication
10. ICT ITS1 10 0710 Demonstrate work values
11. ICT ITS1 11 710 Apply 5S Procedures
12. ICT ITS1 12 0710 Develop Understanding of Entrepreneurship

Contents of the Assessor’s Package:

1. Instructions for the competence Assessor
2. Evidence Plan
3. Project Information or Problem
4. Worksheet (If necessary)
5. Demonstration/Observation Checklist
6. Product Evaluation Sheet (If required in the practical project)
7. List of Equipment, Tools and Materials

Methods of Assessment
1 Observation/Demonstration
2 Oral Question
Nature of assessment:
1. Qualification – based

- All units of competence are included in different practical projects and the
accompanying oral questioning for basic and common competencies.

INSTRUCTIONS FOR THE COMPETENCE ASSESSOR

Assessor’s Package for IT Support Service - L-1 V-6 (Qualification Based) 1

 Occupational Code: ICT ITS

Occupation IT Support service Level_I

BEFORE THE ASSESSMENT

1. Establish the assessment context and purpose of the assessment
2. Familiarize self with the qualification or units of competence to be assessed
 Assessment context
 Assessor’s guide
 Assessment methods
 Product evaluation sheets
 Time limits
 Evidence to be collected
 Performance Criteria
 Assessment and Certification arrangements
3. Ensure that the Assessment Center complies with the relevant occupational health
and safety requirements as:
 Well lighted and well ventilated assessment room
 Risk areas properly marked
4. Ensure that the following assessment resources are available in the Assessment
Center:
 Complete set of safe and functional equipment and tools
 Complete set of supplies and materials
 Assessor’s guide and rating sheets (Assessment Package)
5. Notify candidates of any resources they have to bring during the assessment

ON THE DAY OF ASSESSMENT

1. Check the attendance of the candidates
 Check the candidates registered number
 Instruct candidates to sign on the attendance sheet
 Check accomplished self assessment guide
 Provide overview of the qualification to be assessed refer to (EOS)
2. Orient the candidates (Time allotment is 15 minutes)
 explain the context and purpose of the assessment and the assessment
process
 explain the Qualification or units of competency to be assessed and the
evidence to be collected
 outline the assessment procedures to be undertaken
 assess the needs of the candidates and establish any allowable adjustments in
the assessment procedure
 seek feedback regarding the candidate’s understanding of the occupational
standard/units of competence being assessed, evidence requirements and
assessment process
 make all necessary announcement just before the start of the assessment
 specify the do’s and don’ts inside the assessment room
3. Instruct candidates to accomplish the competency assessment agreement
 Provide the candidates with all materials, tools and equipment required to complete
the tasks. Ensure that all tools should be of the same kind and quality
 Administer the assessment in accordance with the outcome-based assessment
methodology
 Give specific instructions to the candidates clearly and slowly and provide each
candidate with a copy of the Candidate Instructions Guide and Worksheets

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 Occupational Code: ICT ITS

 Inform each candidate that s/he has fifteen (15) minutes reading time and the
total time duration for each is indicated in the Project Information.
 Make certain that the candidate fully understands what is expected and knows the
time limits allowed to finish each assessment project.
 Stay at the assessment area during the entire duration of the assessment activity
and observe the candidate perform the tasks.
 Inhibit self from providing any assistance during the assessment or indicate in any
way whether the candidate is or not performing the activity correctly.
 Intervene only for safety reasons
 Implement the evidence gathering process and ensure its validity, reliability,
fairness and flexibility
 Judge the evidence in terms of the four dimensions of competency – task skills,
task management skills, contingency management skills and job/ role environment
skills
 Record details of evidence collected and make judgment about the candidate’s
competence based on the evidence and the relevant standards required of the
units of competence
 Make no alterations/erasures in the Observation Checklist

POST ASSESSMENT
1. Provide feedback on the outcome of the assessment process. This includes providing
the candidate with:
 clear and constructive feedback on the assessment decision
 Give the candidates your feedback on the assessment result.
Feedback should indicate whether the candidate is:
 COMPETENT
 NOT YET COMPETENT
On each of the competencies assessed
 information on ways of overcoming any identified gaps in competency
revealed by the assessment
 information on reassessment process, if applicable
2. Prepare the necessary assessment reports
 Record the assessment outcome using the prescribed Observation Checklist
 Make sure the report or rating sheets are properly signed by you and the
candidate
 Maintain records of the assessment procedures, evidence collected and
assessment outcome
 Endorse assessment results/outcomes to assessment centre manager
Prepare recommendations for the issuance of national certificate/ certificate of
competence

Assessor’s Package for IT Support Service - L-1 V-6 (Qualification Based) 3

 Occupational Code: ICT ITS

EVIDENCE PLAN

Sector ICT
Occupation Information Technology Support Services
_L I
Level I
Instrument/ tool (Oral question using
interviews, Practical exercises &
Demonstration, Portfolio, Role plays,
simulation) Please specify in the table
below.
Units of competence to be assessed: Obser Questioning Practical Oral
vation questioning
Project 1: Connecting hardware
peripherals and Connecting
workstations to the internet

ICT ITS1 01 0710 Connect Hardware X X

Peripherals

ICT ITS1 06 0710 Operate Personal X X

Computer

Project 2: Preparing Hardware and

Software specification
ICT ITS1 05 0710 Maintain Equipment and X X X X
Software Inventory and Documentation
Project 3: Record and Prioritize Client
Support Request
ICT ITS1 03 0710 Record client support X X X X
Requirements
ICT ITS1 08 0710 Work with others X X X

ICT ITS1 09 0710 Receive

and respond to X X
work place communication

Project 4: Installing and Protecting application and system software

ICT ITS1 02 0710 Install Software X X X X
Application
ICT ITS1 04 0710 Protect Application or X X X
System Software
ICT ITS1 09 0710 Receive
and X X
respond to work place communication

Assessor’s Package for IT Support Service - L-1 V-6 (Qualification Based) 4

 Occupational Code: ICT ITS

Generic Competencies

ICT ITS1 07 0710 Apply Quality Standards X X

ICT ITS1 08 0710 Work with Others X X

ICT ITS1 09 0710 Receive and Respond to X

Workplace Communication
ICT ITS1 10 0710 Demonstrate Work X X
Values
ICT ITS1 11 0710 Develop Understanding X
of Entrepreneurship
ICT ITS1 12 0710 Apply 5S Procedures X X

NOTE: The OS must be the guide in preparing the plan, considering the various elements
of the unit of competence and performance Criteria indicated. Underpinning knowledge
and skills must also be considered.

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Occupational Code: ICT ITS

Project Information
Given the necessary tools, equipment and information, you are expected to perform the following
four project
The assessor should ask oral questions on which s/he is not satisfied by your performance

Assessment Venue: the assessment should take place in well equipped assessment centre.

Total time allotted for all projects: - 4፡00 hrs

Project 1: Connect Hardware Peripherals and Operate personal computer
Total time allotted for this project: - 40 min
Under this Project, the candidate should connect the major parts of the computer and peripherals
such as keyboard, mouse, monitor and UPS then turn on the computer. After this, connect the
computer to the existing network to access the internet. The candidate should also operate the
computer.

Competencies covered:-

1. Connect Hardware Peripherals

2. Operate Personal Computer

Instruction: under this project the candidate is expected to perform the following three tasks
based on the information provided:-
Task 1 Connect parts of the computer and connect the computer to the internet
Time allotted: ----

Instruction: under this task the candidate is expected to perform the following activities based on
the information provided:-

 Connect the disconnected peripheral and start your computer

 connect the computer to the internet using the given information below (which you
will be provided)
 IP address
 Default gateway
 DNS address (Preferred and Alternate)
 browse the webpage www.wikipedia.org

Task 2 Customize the Desktop

Time allotted: ----

Instruction: under this task the candidate is expected to perform the following activities based on
the information provided:-

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Occupational Code: ICT ITS

 Change The Desktop Theme To “Window Classic”

 Add Media Player Icon (Button) In The Quick Lunch
 Hide The Clock From The Task Bar

Task 3 Operate personal computer

Time allotted: ----

Instruction: under this task the candidate is expected to perform the following activities based on
the information provided:-

 create this folder structure in hard disk drive C:

 C:\ World \ Africa \ Ethiopia
 Write the following sentence in a Wordpad
“Ethiopia is found in east Africa.”
 Save this file by the name ‘East’ under C:\ World \ Africa \ Ethiopia
 Copy the folder Africa to My Documents

Project 2: Preparing Hardware and Software specification

Total time allotted for this project: - 30 min

Competencies covered:-
1. Maintain Equipment and Software Inventory and Documentation

Instruction: Under this project the candidate is expected to perform the following Hardware and
Software specification of that s/he is using

Task -1 Prepare Hardware specification

Time allotted: ----

Instruction: Under this task the candidate is expected to create the following table in Ms Word for
the hardware specification and save it by the name “Hw_spec” under My Documents \ Africa \
Ethiopia

System Manufacture
Total Virtual Memory
Processor type
BIOS
Page File Space

Task -2 Prepare Software Documentation

Time allotted: ----

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Occupational Code: ICT ITS
Instruction: Under this task the candidate is expected to create the following table in Ms Excel
for the software documentation and save it by the name “Sw_spec” under My Documents \
Africa \ Ethiopia
Name of software Space it consumed
Ms Office 2007
Paint
Calculator
Hint: Both Paint and Calculator are windows components

Project 3: Record and Prioritize Client Support Request

Total time allotted for this project: - 1:20 hour

Under this project the candidate is expected to record client requests and identify the requests
which are not the IT support Technicians’ Responsibilities or to be escalated (based on the SLA).
Then prioritize the recorded request based on the business function importance.

Competencies covered:-
1. Record client support Requirements
2. Work with others
3. Receive and respond to work place communication

Service Level Agreement (SLA)

You are working as IT support technician in Ethiopian Electric Power Corporation. The
Corporation has got different offices which need support on hardware and software problems.
You agreed to give support for those offices.

Your responsibilities are only maintaining hardware and software problems.

Refer this table as to how you should prioritize the reported requests.

Offices Response Time

Director office Within 20 minutes
Technical office Within 40 minutes
Finance office Within 1 hour
HR office Within 1:20 hour
PR office Within 2 hours

This morning you got the following client requests from different offices of the corporation.
1.Ato Dereje from the Technical office reported that his computer that manages his daily
technical duty has failed to start
2.W/r Alemeshet from HR office reported that her Ms excel program failed to open
3.Daniel from PR office reported that his room’s florescent light worn-out and needs to be
replaced
4.Ato Ayele from the Director office reported that he couldn’t print a document

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Occupational Code: ICT ITS
5.W/t Tigist from the Finance office requested that her Adobe Reader program to be upgraded
6.Ato Ibrahim from Technical office requested an EvDO device to connect to the Internet

Instruction: Under this project the candidate is expected to perform the following three tasks
based on the information provided:-

Task -1 Record client request

Time allotted: ----

Instruction: Under this task the candidate is expected to perform the following activities based on
the information provided:-

 The candidate is required to record all the client requests in the following table format
created in Ms Excel
 Save this by the name “cli_req” to My Document \ Africa
Client Name Client Office Reported Problem Priority Remark

Task -2 Identify Problems

Time allotted: ----

Instruction: Under this task the candidate is required to identify the reported problems which are
not the IT support Technicians’ Responsibilities or to be escalated and put remark that to whom it
may be referred or escalated.

Task -3 Prioritize client request

Time allotted: ----
Instruction: Under this task the candidate has to rank the priority based on the user level
agreement and the business function importance

(Note: The candidate should escalate client request number 3 and 6. The priority order also should
be in the following order 4, 1, 5, 2)

Project-4: Installing and Protecting application and system software

Total time allotted for this project: - 1:30 hour

Competencies covered:-

Assessor’s Package for IT Support Service - L-1 V-6 (Qualification Based) 9

Occupational Code: ICT ITS

1. Install Software Application

2. Protect Application or System Software

Instruction: Under this project the candidate is expected to perform the following three tasks
based on the information provided:-

Task -1 Install Application Software

Time allotted: ----

Instruction: Under this task the candidate is expected to install Adobe Reader 9. When installing
Adobe Reader 9, change the installation location to C:\ World \ Africa

Task -2 Install Antivirus

Time allotted: ----

Instruction: Under this task the candidate is expected to perform the following activities based on
the information provided:-

 Install the given AVG antivirus

 Configure to scan the whole computer daily
 Configure to update weekly on Wednesday

Task - 3 create two user accounts

Time allotted: ----

Instruction: Under this task the candidate is expected to perform the following activities based on
the information provided:-

 Name the first user account as “Candidate1” and the second as “Candidate2”
 “Candidate1” has a privilege to access every documents of “Candidate2” where as
“Candidate2” cannot access the documents of “Candidate1”
 Demonstrate by switching between the two user accounts

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Occupational Code: ICT ITS
Observation Checklist
Candidate’s Name:
Assessor’s Name:
Occupational Standard: IT support service L-1
Unit of Competency: (ICT ITS1 01 0710, ICT ITS1 02 0710 ,ICT ITS1 03 0710 ICT ITS1 04
0710 ,ICT ITS1 05 0710 , ICT ITS1 06 0710 )
Date of Assessment:
Time of Assessment:
Instructions for the Assessor
 Observe the candidate.
 Describe the assessment activity and the date on which it was undertaken
 Place a tick in the box to show that the candidate completed each aspects of the
activity to the standard expected in the enterprise.
 Complete the feedback sections of the form.

OBSERVATION

During the demonstration of skills, did the candidate: Yes No

Project 1- Connect Hardware Peripherals and Operate the computer (UC 01 and 06)
Task - 1 Connect parts of the computer and connect the computer to the internet
 Connect the disconnected peripheral and start your computer
 Configure IP, default gateway, DNS address
 Browse the webpage www.wikipedia.org
Task - 2 Customize the Desktop
 changed the desktop theme to “Window classic”
 added media player icon (button) in the Quick Lunch
 hide the clock from the task bar
Task - 3 Operate personal computer
 Created the folder World \ Africa \ Ethiopia in hard disk drive C:
 Write and Save the file by the name ‘East’ in C:\ World\Africa\Ethiopia
 Is the folder Africa to My Documents Copied?
Project 2: Preparing Hardware specification and Software documentation (UC 05)
Task - 1 Prepare Hardware specification
 Collected the necessary hardware information
 Saved file called “Hw_spec” under My Documents \ Africa \ Ethiopia
Task - 2 Prepare Software Documentation
 Collected the necessary software information
 Saved file called “Sw_spec” under My Documents\Africa\ Ethiopia
Project 3: Record and Prioritize Client Support Request (UC 03)
Task - 1 Record client request
 Record client support request saved in My Document\Africa by the
name “cli_req”
Task - 2 Identify Problems

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Occupational Code: ICT ITS

 identify the reported problems which are not the IT support

Technicians’ Responsibilities or to be escalated
Task - 3 Prioritize client request
 Prioritizing the recorded request
 Installed and configured printer
 Print the recorded request document
Project-4: Installing and Protecting application and system software (UC 02 and 04)
Task - 1 Install Application software
 Installed Adobe Reader 9
 Is installation location the changed the to C:\ World \ Africa?
Task - 2 Install the given antivirus software
 Installed AVG antivirus
 Configured to scan daily
 Configured to update weekly on Wednesday
Task 4.5 Creating user accounts
 Created two user accounts as “Candidate1” and “Candidate2”

 “Candidate1” can access every documents of “Candidate2” but

“Candidate2” cannot access the documents of “Candidate1”
 Demonstrate by switching between the two user accounts
The candidate’s overall performance in the practical project was:
 SATISFACTORY  NOT SATISFACTORY

________________________________
Name and Signature of Assessor

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 Occupational Code: ICT ITS
Recording Sheet for Oral Questioning
Candidate’s Name:
Occupational Standard: Information Technology Support Service - L-1
Unit of Competency: ITS(UC 04:05:08)
Satisfactory
Oral/interview questions response
Yes No Not
appli
cable
Q1. What is the use of UPS?  
Q2. What is the use of windows System Restore?  
Q3. Explain the difference between Restart and Stand by a computer?  
Q4. When do you need to log off and switch user accounts?  
Q5. What is the use of Windows Firewall?  
The candidate’s underpinning knowledge was:
Satisfactory  Not satisfactory 
Assessor’s Signature: Date:

Acceptable answers are:

A1.An uninterruptible power supply (UPS) is a device that allows your computer to keep
running for at least a short time when the primary power source is lost.
A2.It helps you restore your computer's system files to an earlier point in time. It's a way to
undo system changes to your computer without affecting your personal files
A3.Restart shuts down a Windows and then starts windows again whereas Stand by puts you
computer in a low-power state so that you can quickly resume your windows session
A4.Switch User lets another user to log on while your programs and files remain open but
closes your programs and ends your Windows session.

A5.Windows Firewall helps protect your computer by preventing unauthorized users from
gaining access to your computer through the internet or a network

Tools, Instruments & Equipment

No Item description Quantit unit Specification

y
1 Computer with its accessories 1 pc Minimum of 512MB of

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Occupational Code: ICT ITS

and with Pre-Installed Office RAM, 2.6GHz speed

2007 Processor, 40 GB
2 Printer 1 pc HP
3 Broadband Internet 1 pc
Connection

Materials and supplies per candidate

No Item description Quantity unit Specification

1 Paper 1 pc A4
2 Adobe Reader 9 CD 1 pc
3 AVG Antivirus CD 1 pc

Note: Materials and tools may be modified by the Assessor, depending on the actual job
performed, and location & the standard installation practices of the country.

Assessor’s Package for IT Support Service - L-1 V-6 (Qualification Based) 14