Teacher's Guide L-I Last Edit New

OROMIA TVET BUREAU
IT support service level-I
TTLM Code: EIS ITS1 TTLM 1217V3

Introduction
This Teacher’s Guide is developed to assist you in delivering the IT Support Service
Level I training program. It is usually designed as a resource to support the learning
activity.
IT Support Service Level I Training is developed to equip the trainees with the
required competences in Connect Hardware Peripherals , Install Software
Application, Record Client Support Requirements, Protect Application or System
Software, Maintain Equipment and Software Inventory and Documentation ,Operate
Personal Computer, Apply Quality Standards,Work with Others, Receive and
Respond to Workplace Communication, Demonstrate Work Values, Develop
Understanding of Entrepreneurship, Apply 5S Procedures. The Program is consists
of twelve (12) learning modules covering the twelve (12) units of competence.
This teacher’s guide covers all the twelve (12) learning modules and it will assist you
in delivering the said program and achieving its learning objectives and outcomes. It
also provides information in the organization of the learning guides and assessment
packets. The learning guides are aid to the trainees by telling them what need to do,
when and how to do it and the expectations once the learning activities are
completed. While the assessment packet guide you in developing the tools or
instruments to measure trainee’s overall achievement of the stated competence.
Thus it is important for you to understand the design of this program and the
mechanics in which it shall be delivered.
Your role as the teacher is to provide opportunities aimed at helping the trainees
develop and improve their competences. You are expected to guide and assist them
as they go through the learning activities and actual work.
Teacher’s Guide for ITSS Level I Date: December 2017

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Version: 3 Revision: 2 Author: Oromia TVET Bureau
Learning Modules
Unit of Competence Learning Modules and Code

EIS ITS1 01 0811 Connect Hardware EIS ITS1 M01 1217 Applying 3S
Peripherals
EIS ITS1 02 0811 Install Software Application EIS ITS1 M02 1217 Receiving and Responding to
Workplace Communication
EIS ITS1 03 0811 Record Client Support Connecting Hardware
Requirements EIS ITS1 M03 1217 Peripherals
EIS ITS1 04 0811 Protect Application or EIS ITS1 M04 1217 Operating Personal Computer
System Software
EIS ITS1 05 0811 Maintain Equipment and EIS ITS1 M05 1217 Installing Software Application
Software Inventory and
Documentation
EIS ITS1 06 0811 Operate Personal EIS ITS1 M06 1217 Protecting Application or System
Computer Software
EIS ITS1 07 0811 Apply Quality Standards EIS ITS1 M07 1217 Maintaining Inventories of
Equipment, Software and
Documentation
EIS ITS1 08 0811 Work with Others EIS ITS1 M08 1217 Recording Client Support
Requirements
EIS ITS1 09 0811 Receive and Respond to EIS ITS1 M09 1217 Applying Quality Standards
EIS ITS1 10 0811 Demonstrate Work Values EIS ITS1 M10 1217
Working with Others
EIS ITS1 11 0811 Develop Understanding of EIS ITS1 M11 1217 Demonstrating Work Values
Entrepreneurship
EIS ITS1 01 0615 Apply 3S EIS ITS1 M12 1217 Developing Understanding of
Entrepreneurship

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Learning Outcomes and Assessment Criteria
Unit of Competence Apply 3S
Module Title EIS ITS1 M01 1217 Applying 3S
LO 1 Organize Junior Kaizen Promotion Team (KPT)
Assessment Criteria  Kaizen principles, pillars and concept are described.
 Basics, principles and stages of KPT are identified.
 Structure of Junior KPT is established in accordance
with the organizational procedures.
 Effective and appropriate contributions are made to
complement team activities and objectives based on
individual skills and competencies.
 Contribute to the development of team work plans
based on an understanding of KPT’s role and
objectives.
 Effective and appropriate forms of communications are
used and interactions are undertaken with KPT
members who contribute to known KPT activities and
objectives.
 Kaizen board (Visual Management board) is prepared
and used in accordance with workplace situation.
LO 2 Prepare for work
Assessment Criteria  Work instructions are used to determine job
requirements, including method, material and
equipment.
 Job specifications are read and interpreted following
working manual.
 OHS requirements, including dust and fume collection,
breathing apparatus and eye and ear personal
protection needs are observed throughout the work.
 Material for work is selected appropriate to application.
 Safety equipment and tools are identified and checked
for safe and effective operation.
LO 3 Sort items
Assessment Criteria  Describe the pillars of 5S.
 Plan for implementing sorting activities is prepared.
 In parallel cleaning activities are performed.
 All items in the work area are identified following
procedures.
 Necessary and unnecessary items are listed using the
appropriate format.
 Red tag strategy is used for unnecessary items.
 Unnecessary items are evaluated and placed in an
appropriate place other than the workplace.
 Necessary items are recorded and quantified using
appropriate format.
 Performance results are reported using appropriate
formats.
 Necessary items are regularly checked in the work area.
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LO 4 Set all items in order
Assessment Criteria  Plan for implementing set in order activities is
prepared.
 In parallel general cleaning activities are performed.
 Location/layout, storage and indication methods for
items are decided.
 Necessary tools and equipment for setting in order
activities are prepared and used.
 Items are placed in their assigned location.
 After use the items are immediately returned to their
assigned location.
 Performance results are reported using appropriate
formats.
 Each item is regularly checked in its assigned location
and order.
LO 5 LO5 Perform Shine activities
Assessment Criteria  Plan for implementing shine activities is prepared.
 Necessary tools and equipment for shinning activities
are prepared and used.
 Shine activity is implemented according to the prepared
procedure.
 Reporting performance results using appropriate
formats.
 Conduct regular shinning activities.

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Unit of Competence Receive and Respond to Workplace Communication
EIS ITS1 M02 1217 Receiving and Responding to
Module Title
LO 1 Follow routine spoken messages
Assessment Criteria  Required information is gathered by listening attentively

and correctly interpreting or understanding information/
instructions
 Instructions/information are properly recorded
 Instructions are acted upon immediately in accordance
with information received
 Clarification is sought from workplace supervisor on all
occasions when any instruction/information is not clear
LO 2 Perform workplace duties following written notices

Assessment Criteria  Written notices and instructions are read and
interpreted correctly in accordance with organizational
guidelines
 Routine written instruction are followed in sequence
 Feedback is given to workplace supervisor based on

the instructions/information received

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Unit of Competence Connect Hardware Peripherals
Module Title EIS ITS1 M03 1217 Connecting Hardware Peripherals
LO 1 Confirm requirements of client
Assessment Criteria  Client peripherals are identified requirements and
confirmed in accordance with organizational standards
 Client requirements and peripherals needed are

documented in line with organizational standards and
findings are reported to the appropriate person
 Client requirements are verified with appropriate person

in line with organizational standards and reporting
procedures
 Action must be taken to ensure client support
expectations are covered by vendor warranty and
support services
LO 2 Obtain required peripherals
Assessment Criteria  Peripherals are obtained under instruction from

appropriate person
 Peripherals are entered into equipment inventory

according to organizational standards
 Validate that contents of delivered components and

physical contents match the packing list and resolve
discrepancies, if necessary
 Peripherals are stored according to vendor/manual
guidelines
LO 3 Connect hardware peripherals
Assessment Criteria  Timeframe for installation schedule is verified with the

client in accordance with the organization requirements
 Old peripherals are removed and/or replaced with

minimum disruption to clients taking into account
environmental considerations and OHS standards

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 New peripherals are connected with minimum disruption
to clients and taking into account the operating system
procedures
 The computer is configured to accept the new

peripherals
 Hardware peripherals are tested and confirm client
satisfaction, particular attention must be paid to possible
impact on other systems and adjustments are made as
required
LO 4 Connect workstation to the internet
Assessment Criteria  Workstations are connected to the internet through the

existing internet connection and functionality confirmed
 Internet browser software is launched to enable access

to the internet and functionality confirmed

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Learning Outcomes and Assessment Criteria
Unit of Competence Operate Personal Computer
Module Title EIS ITS1 M04 1217 Operating Personal Computer
LO 1 Start the computer
Assessment Criteria  Peripheral device connections for correct position are

checked
 Input voltage for the device based on the OHS standards

are checked
 Power at both the power point and computer are switched
on
LO 2 Access basic system information
Assessment Criteria  User name and password are inserted as prompted

and noted access, privacy, security and related
conditions of use displayed on introductory screens
 Operating system are navigated to access system

information to identify system configuration and
application versions in operation
 On-line help functions are used as required
LO 3 Navigate and Manipulate desktop environment
Assessment Criteria  Desktop icons are created and customized
 Desktop icons are selected, opened and closed to

access application programs
 Application windows are manipulated and desktop
returned to original conditions

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LO 4 Organize basic directory/ folder structure and files
Assessment Criteria  Directories and subdirectories are created and named
 Attributes of directories are identified
 Subdirectories between directories are moved
 Directories as required are renamed

 Directories and subdirectories are accessed via
different paths
Organize files for user and/or organization
LO 5
requirements
Assessment Criteria  System browser are used to search drives for specific
files
 Most commonly used types of files in the directories

are accessed
 Groups of files are selected, opened and renamed as

required
 Files between directories are moved
 Files to disks are copied
 Deleted files are restored as necessary

 Disks are erased and formatted as necessary
LO 6 Print information
Assessment Criteria  Printers are added if required and ensured to have

correct printer settings
 Default printer are changed if appropriate

 Information is printed from an installed printer

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LO 7 Operate application software
Assessment Criteria  Documents and customize basic settings are created

to meet page layout conventions
 Document and create tables are formatted
 Images and use mail merge are added
 Basic print settings and print documents are selected

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Unit of Competence Install Software Application
Module Title I EIS ITS1 M05 1217 Installing Software Application
LO 1 Determine software and upgrade requirements
Assessment Criteria  Client requirements are documented and reported to

appropriate person in accordance with the workplace
standard
 Act on instructions to meet client requirements in line
with organizational requirements
LO 2 Obtain software or software upgrade
Assessment Criteria  Application program that best conforms to requirements

and organizational policies are investigated and selected
 Application program under instruction is obtained from

appropriate person
 Licensing requirements and record are determined in line

with organizational guidelines
 Target computer is ensured to conform with the minimum
hardware and operating system requirements of the
application program
LO 3 Install or upgrade software
Assessment Criteria  New or upgraded software are installed in accordance

with appropriate person or organizational instructions
 Installation process is completed efficiently and

effectively with minimal disruption
 Testing and acceptance are carried out in line with

corporate guidelines, paying particular attention to
possible impact on other systems
 Ensure client requirements are satisfied in accordance

with the organizational standard
Outstanding client issues are referred to appropriate
person as necessary

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Unit of Competence Protect Application or System Software
EIS ITS1 M06 1217 Protecting Application or System
Module Title
Software
LO 1 Ensure user accounts are controlled
Assessment Criteria  Modify default user settings to ensure that they

conform to security policy
 Previously created user settings are modified to ensure

they conform to updated security policy
 Ensure legal notices displayed at logon are appropriate
 Appropriate utilities are used to check strength of

passwords and consider tightening rules for password
complexity
 Emails are monitored to uncover breaches in

compliance with legislation
 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
LO 2 Detect and remove destructive software
Assessment Criteria  Common types of destructive software are defined and

identified
 Virus protection compatible with the operating system in

use are selected and installed
 Advanced systems of protection are described in order

to understand further options
 Software updates on a regular basis are installed
 Software security settings are configured to prevent

destructive software from infecting computer
 Virus protection software are run and/or scheduled on a

regular basis
 Detected destructive software are reported to appropriate
person and remove the destructive software

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LO 3 Identify and take action to stop spam
Assessment Criteria  Defining and identifying Common types of spam

 Taking Appropriate action is in order to protect
unauthorized access of spammers
 Configuring and using Spam filters

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Maintain Inventories of Equipment, Software and
Unit of Competence
Documentation
EIS ITS1 M07 1217 Maintaining Inventories of
Module Title
Equipment, Software and Documentation
LO 1 Document and update inventory
Assessment Criteria  Hardware inventory is maintained that creates a profile or

description of each piece of equipment
 Software inventory and licenses are maintained and

updated, as required, particularly when upgrading
software
 Storage of user documentation or technical manuals are
recorded and organized
LO 2 Store technical documentation
Assessment Criteria  Action is taken to ensure software, hardware and

equipment not in use, stored in a manner as
recommended by technical manuals
 Ensure technical documentation is stored securely

 Technical documentation are accessed and
disseminated as required by clients

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Unit of Competence Record Client Support Requirements
EIS ITS1 M08 1217 Recording Client Support
Module Title
Requirements
LO 1 Log requests for support
Assessment Criteria  Client support requests and requirements are recorded

 Client support history and details are reviewed

 The information is checked and requested for accuracy
and urgency according to organizational standards
LO 2 Prioritize support requests with appropriate personnel
Assessment Criteria  Relevant guidelines are identified for prioritizing or rating

client requests
 Client requests are prioritized based on its criticality or

impact on the business
 Requests are referred to an appropriate person or

department for assistance
Appropriate persons involved with client support are to be
communicated

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Unit of Competence Applying Quality Standard
Module Title EIS ITS1 M09 1217 Applying Quality Standard
LO 1 Assess own work
Assessment Criteria  Completed work is checked against workplace

standards relevant to the operations being undertaken
 An understanding is demonstrated on how the work
activities and completed work relate to the next process
and to the final appearance of the activity.
 Faulty pieces or final products are identified and
isolated in accordance with company policies and
procedures
 Faults and any identified causes are recorded and
reported in accordance with workplace procedures
LO 2 Assess quality of received articles
Assessment Criteria  Received materials, articles or final product are checked

against workplace standards.
 Materials, articles or products are measured using the
appropriate measuring instruments in accordance with
workplace procedures
 Causes of any identified faults are identified and
corrective actions are taken in accordance with

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LO 3 Record information
Assessment Criteria  Basic information on the quality performance is

recorded in accordance with workplace procedures
 Records of work quality are maintained according to
the requirements of the company
LO 4 Study causes of quality deviations
Assessment Criteria  Causes of deviations from final products are investigated

and reported in accordance with workplace procedures
 Suitable preventive action is recommended based on
workplace quality standards and identified causes of
deviation from specified quality standards of materials or
final product
LO 5 Complete documentation
Assessment Criteria  Information on quality and other indicators of production

performance is recorded.
 All production processes and outcomes are recorded.

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Unit of Competence Work With Others
Module Title EIS ITS1 M10 1217 Working With Others
LO 1 Develop effective workplace relationship
Assessment Criteria  Duties and responsibilities are done in a positive manner

to promote cooperation and good relationship.
 Assistance is sought from workgroup when difficulties
arise and addressed through discussions.
 Feedback provided by others in the team is encouraged,
acknowledged and acted upon.
 Differences in personal values and beliefs are respected
and acknowledged in the development.
LO 2 Contribute to work group activities
Assessment Criteria  Support is provided to team members to ensure

workgroup goals are met.
 Constructive contributions to workgroup goals and tasks
are made according to organizational requirements.
 Information relevant to work is shared with team
members to ensure designated goals are met.

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Unit of Competence Demonstrate Work Values
Module Title EIS ITS1 M11 1217 Demonstrating Work Values
LO 1 Define the purpose of work
Assessment Criteria  One’s unique sense of purpose for working and the
‘whys’ of work are identified, reflected on and clearly
defined for one’s development as a person and as a
member of society.
 Personal mission is in harmony with company’s values
LO 2 Apply work values/ethics
Assessment Criteria  Work values/ethics/concepts are classified and

reaffirmed in accordance with the transparent
company ethical standards, policies and guidelines.
 Work practices are undertaken in compliance with

industry work ethical standards, organizational policy
and guidelines
 Personal behavior and relationships with co-workers

and/or clients are conducted in accordance with
ethical standards, policy and guidelines.
 Company resources are used in accordance with
transparent company ethical standard, policies and
guidelines.
LO 3 Deal with ethical problems
Assessment Criteria  Company ethical standards, organizational policy and

guidelines on the prevention and reporting of unethical
conduct are accessed and applied in accordance with
guidelines.
 Work incidents/situations are reported and/or resolved in

accordance with company protocol/guidelines.
 Resolution and/or referral of ethical problems identified
are used as learning opportunities.

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LO 4 Maintain integrity of conduct in the workplace
Assessment Criteria  Personal work practices and values are demonstrated

consistently with acceptable ethical conduct and
company’s core values.
 Instructions to co-workers are provided based on ethical,

lawful and reasonable directives.
Company values/practices are shared with co-workers

using appropriate behavior and language.

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Unit of Competence Develop Understanding of Entrepreneurship
EIS ITS1 M12 1217 Developing Understanding of
Module Title
Entrepreneurship
Describe and explain the principles, concept and scope
LO 1
of entre-premiership
Assessment Criteria  The principles, concept and terminology of

entrepreneurship are analyzed and discussed
 The different / various forms of enterprises in the
community are identified and their roles understood
 The identified enterprises are categorized and classified
 The terms and elements involved in the concept of
enterprising, both on a personal level and in the context
of being enterprising in business are identified and
interpreted
 Functions of entrepreneurship in business and how the
entrepreneurs improved business and economic
environment are explained
LO 2 Discuss how to become entrepreneur
Assessment Criteria  Self-employment as an alternative option for an

individual economic independence and personal growth
is discussed and analyzed
 Advantages and disadvantages of self-employment are
discussed and explained
 Entrepreneurial characteristics and traits are identified
and discussed
 Self-potential is assessed to determine if qualified to
become future entrepreneur
 Major competences of successful entrepreneurship are
identified and explained

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LO 3 Discuss how to organize an enterprise
Assessment Criteria  The importance and role of business entrepreneurship in

the society are discussed and correlated to the
operations of the economy
 Facts about small and medium enterprises are
discussed, clarified and understood
 Key success factor in setting up small and medium
business are identified and explained
 Business opportunities are identified and assessed
 Business ideas are generated using appropriate tools,
techniques and steps
 Procedures for identifying suitable market for business
are discussed and understood
 Major factors to consider in selecting a location for a
business are identified and discussed
 Basic types of business ownership are identified and
explained
 Amount of money needed to start an enterprise
estimated and distinction between pre operations and
initial operation payments clarified
 Advantages and disadvantages of using various sources
of capital to start an enterprise are identified

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LO 4 Discuss how to operate an enterprise
Assessment Criteria  Disadvantages and advantages of three alternative

means of becoming an entrepreneur are identified and
understood
 Process of hiring and managing people is discussed and
explained
 The importance and techniques of managing time are
discussed and understood
 The techniques and procedures of managing sales are
 Factors to consider in selecting suppliers and the steps to
follow when doing business with them are identified and
discussed
 Awareness of how new technologies can affect small and
medium business are developed
 Characteristics of appropriate technology for use in small
and medium business are identified and explained
 Different types of cost that occur in a business and how to
manage them are discussed and understood
 Factors and procedures in knowing the cost of the
enterprise are discussed and understood
 Importance of financial record keeping and preparing
simple financial statement are explained and understood
 The application of self-management skills and negotiation
skills are discussed in operating a business
 Risk assessment and management of business enterprise
are performed
LO 5 Develop one’s own business plan
Assessment Criteria  Process of preparing/ writing a business plan is discussed

and applied
 Standard structure and format are applied in preparing
business plan
 Findings of the business plan are interpreted, assessed
and analyzed
 Feasibility of the business idea is made clear and
understandable
 Problems that may arise or encounter when starting a
business are identified and understand
 Techniques and procedures in obtaining and sourcing
information are discussed and understood

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Training Mechanics
The Outcome-Based Training is one form of an independent learning approach.
This approach enables trainees to be master of their own environment and in charge
of their learning. It is also characterized by the integration of theory and application
as two dimensions of an effective learning process. In this program, the outcome-
based system is consists of a combination of lecture-discussion, individualized
learning activities, mentoring, field immersion and feedback.
In this program the trainees will be given individual learning guide to go through and
accomplish. They will be instructed through this learning guide to accomplish
learning activities as part of the mechanism for transfer of learning from the training
situation to the job situation. For each competence area, trainees will formulate a
specific learning plan as a guide for applying their learning to work setting and for
their own continuing self-development. At this point, your role as the
teacher/facilitator is to guide the trainee in preparing and accomplishing their plan.
Lecture and discussion of the topics outlined in the session plan should be
performed first before the trainees are instructed to go to the workshop. You are
also required to demonstrate the correct steps/procedures and techniques to your
trainees before you let them practice. Insure that they are practicing safely.
Most part of the training activities will be conducted in the workshop for better
development of specific skills. Aside from motivating them to relate concepts and
skills to their own work situations, make sure to provide the necessary opportunity for
competence practice and better internalization of such concepts and techniques.
The trainees should also be provided the opportunity to blend with the actual working
unit in the industry.
In this system, it is important to develop a sustained relationship with the trainees

through a continued involvement, where you are to offer support, guidance and
assistance as the trainee go through the learning activities and actual work.
With the mentoring approach, the trainees are grouped in learning teams with one
facilitator-mentor per team. Before learning session or workshop start in the

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morning, each team and mentor meets to give feedback regarding their work, or how
the group improves, acquire set of skills for the members to become more effective
trainees. You are also to asses them at the end of each module. However, they
have to be ready before the assessment and it should be them to request for it.
Before the training start you should conduct an orientation session to brief the
trainees on how the training will proceed.

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Session Plans
Session Plan-1 (M01-LO1)
Module Title Applying 3S
LO 1 Organize Junior Kaizen Promotion Team (KPT)
Session Objectives: At the end of this session the trainees shall be able to –
 Describe Kaizen principles, pillars and concept.
 Identify basics, principles and stages of KPT.
 Establish structure of Junior KPT in accordance with the
organizational procedures.
 Make effective and appropriate contributions to
complement team activities and objectives based on
individual skills and competences.
 Develop team work plans based on an understanding of
KPT’s role and objectives.
 Use effective and appropriate forms of communications
and undertake interactions with KPT members who
contribute to known KPT activities and objectives.
 Prepare and use Kaizen board (Visual Management
board) in accordance with workplace situation.
Nominal
Activities Contents Methods
Duration
Sessions 10 mins Introduction to the Module Orientation
Lecture-
2 hrs Kaizen basics
discussion
Lecture-
1 hr 5S basics
discussion
Junior Kaizen Promotion Team (KPT) Lecture-
1 hrs
discussion
Individual
Evaluation 40 mins Accomplishment of LAP Test
activity
Summary 10 mins Wrap-up and Feedback Discussion
Resources  Learning Guide #1
 Reference books
 Journals/publications/magazines

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LO 2 Prepare for work
 Use work instructions to determine job requirements,
including method, material and equipment.
 Read and interpret job specifications following working
manual.
 Use OHS requirements, including dust and fume
collection, breathing apparatus, eye and ear personal
protection throughout the work.
 Select and prepare materials for work which are
appropriate to application.
 Identify and check safety equipment and tools for safe
and effective operation.
Nominal
Duration
Sessions Discussion
10 mins Job requirements
demonstration
Lecture
120 mins OHS requirements Discussion
Demonstration
Lecture
120 mins Material preparation and selection Discussion
Demonstration
Individual
Evaluation 40 mins Accomplishment of LAP Test
Activity
Question and
Summary 10 mins Wrap-up and Feedback
Answer
Resources  Job specifications
 Safety Manual and Guide
 Learning Guide #1
 Reference books

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LO 3 Sort items
 Prepare plan for implementing sorting activities.
 Perform cleaning activities, in parallel.
 Identify all items in the work area following procedures.
 List necessary and unnecessary items using the
appropriate format.
 Use red tag strategy for unnecessary items.
 Evaluate and place unnecessary items in an appropriate
place other than the workplace.
 Record and quantify necessary items using appropriate
format.
 Report performance results using appropriate formats.
 Regularly check necessary items in the work area.
Nominal
Duration
Definition of the first pillar of 5S
10 mins Lecture & Discussion
Benefits of sort activity
Prepare plan for implementing sort Lecture, Discussion &
1 hrs
activity Demonstration
Demonstration &
1 hrs Implementation of sort activity
Discussion
Report performance results using Discussion&
1 hrs
appropriate formats and methods. Demonstration
Regularly check necessary items in
40 mins Demonstration
the work area.
Evaluation 30 mins Accomplishment of LAP Test Individual Activity
Discussion of LAP
Summary 10 mins Wrap-up and Feedback
Test Answers
 Reference books

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LO4 Set all items in order
Session Objectives At the end of this session the trainees shall be able to –
 Prepare plan for implementing set in order activities.
 Perform general cleaning activities, in parallel with set in
order activity.
 Decide location/layout, storage and indication methods
for items.
 Prepare and use necessary tools and equipment for
setting in order activities.
 Place items in their assigned location.
 Return immediately the items to their assigned location
after use.
 Regularly check each item in its assigned location and
order.
Nominal
Duration
10 mins Definition of the second pillar of 5S Lecture & Discussion
20 mins Benefits of set in order Lecture & Discussion
30 mins Lecture, Discussion
Set in order strategies
& Demonstration
40 mins Prepare plan for implementing set in Demonstration &
order Discussion
60 mins Demonstration &
Implementation of set in order
Discussion
40 mins Report performance results using Discussion
50 mins Regularly check each item in its
Demonstration
assigned location and order.
Summary 10 mins Wrap-up and Feedback Question & Answer
 Reference books

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LO5 Perform Shine activities
Session Objectives At the end of this session the trainees shall be able to –
 Prepare plan for implementing shine activities.
 Prepare and use necessary tools and equipment for
shinning activities.
 Implement shine activity according to the prepared
procedure.
 Conduct regular shinning activities.
Nominal
Duration
10 mins Definition of the third pillar of 5S Lecture & Discussion
20 mins Benefits of shine Lecture & Discussion
Lecture, Discussion &
40 mins Inspection
Demonstration
Prepare plan for implementing Demonstration &
40 mins
shine activity Discussion
60 mins Demonstration &
Implementation of shine
Discussion
40 mins Report performance results using Discussion
50 mins Conduct regular shinning activities Demonstration
 Reference books

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EIS ITS1 M02 1217 Receiving and Responding to Workplace
Module Title
Communication
LO1 Follow routine spoken messages
 Required information is gathered by listening
attentively and correctly interpreting or
understanding information/ instructions
 Instructions/information are properly recorded
 Instructions are acted upon immediately in
accordance with information received
 Clarification is sought from workplace supervisor on
all occasions when any instruction/information is not
clear
Nominal
Activities Contents 10 hrs Methods
Duration
Sessions 1hr Gathering information Lecture & Discussion
2hrs Recording information/instruction Lecture & Discussion
Acting upon instruction
3hrs Lecture & Discussion
immediately
Seeking Clarification of
information in workplace

 Reference books

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EIS ITS1 M02 1217 Receiving and Responding to Workplace
Module Title
Communication
LO2 Perform workplace duties following written notices
 Written notices and instructions are read and
interpreted correctly in accordance with organizational
guidelines
 Routine written instruction are followed in sequence
 Feedback is given to workplace supervisor based on
the instructions/information received
Nominal
Duration
Sessions 10 Recapitulation Discussion
3 hrs Organizational guidelines Lecture & Discussion
Reading and interpreting notices

2 hrs Lecture & Discussion
and instructions
2 hrs Following routine instruction Lecture & Discussion
1 hr Giving feedback Lecture & Discussion

 Reference books

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Connect Hardware Peripherals
Unit of Competence
EIS ITS1 M03 1217 Connecting Hardware Peripherals
Module Title
LO1 Confirm Requirements Of Client

 Client peripherals are identified requirements and

confirmed in accordance with organizational
standards
 Client requirements and peripherals needed are
documented in line with organizational standards
and findings are reported to the appropriate person
 Client requirements are verified with appropriate
person in line with organizational standards and
reporting procedures
 Action must be taken to ensure client support
expectations are covered by vendor warranty and
support services
Nominal
Duration
Sessions Organizational Standards
1hr Lecture & Discussion
Identifying And Confirming Client

Peripherals
Documenting And Reporting
2hrs Client Requirements And Lecture & Discussion

Peripheral
2hrs Verifying Client Requirements Lecture & Discussion

Taking Action To Ensure Client
Support Expectations

 Reference books

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Unit of Competence
Module Title
LO2 Obtain required peripherals

 Peripherals are obtained under instruction from

appropriate person
 Peripherals are entered into equipment inventory
 Validate that contents of delivered components and
physical contents match the packing list and
resolve discrepancies, if necessary
 Peripherals are stored according to vendor/manual
guidelines
Nominal
Duration
Sessions 1hr Obtaining Peripherals Lecture & Discussion
Entering Peripherals Into
Equipment Inventory
Delivering Components And
3hrs Validating The Contents That Lecture & Discussion

Match The Packing List
3hrs Storing Peripherals Lecture & Discussion

 Reference books

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Unit of Competence Connect Hardware Peripherals
Module Title EIS ITS1 M03 1217 Connecting Hardware Peripherals
LO3 Connect Hardware Peripherals
 Timeframe for installation schedule is verified with the

client in accordance with the organization requirements
 Old peripherals are removed and/or replaced with
minimum disruption to clients taking into account
environmental considerations and OHS standards
 New peripherals are connected with minimum disruption
to clients and taking into account the operating system
procedures
 The computer is configured to accept the new
peripherals
 Hardware peripherals are tested and confirm client
satisfaction, particular attention must be paid to possible
impact on other systems and adjustments are made as
required
Nominal
Duration
Sessions 1 hr Verifying Timeframe For Installation Lecture & Discussion
Environmental Consideration And OHS
Standard
Removing And Replacing Old Peripheral
Connecting New Peripherals
Configuring Computer To Accept The Lecture & Discussion
2 hr
New Peripherals
Testing And Confirming Hardware Lecture & Discussion
2 hr
Peripherals

 Reference books

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Unit of Competence
Module Title
LO4 Connect workstation to the internet

 Workstations are connected to the internet through the

existing internet connection and functionality
confirmed
 Internet browser software is launched to enable access
to the internet and functionality confirmed.
Nominal
Duration
Sessions 1hr Gathering information Lecture & Discussion
Connecting Workstations To The
3hrs Internet And Confirming Its Lecture & Discussion

Functionality
Launching Internet Browser
Software To Access The Internet

 Reference books

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LO1 Start the computer
 Peripheral device connections for correct position

are checked
 Input voltage for the device based on the OHS

standards are checked
 Power at both the power point and computer are
switched on
Nominal
Duration
Sessions
Checking Peripheral device
connections
2hrs OHS standards Lecture & Discussion
Checking Input voltage

Switching on Power at both the

power point and computer

 Reference books

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LO2 Access basic system information
 User name and password are inserted as prompted

and noted access, privacy, security and related
conditions of use displayed on introductory screens .
 Operating system are navigated to access system

information to identify system configuration and
application versions in operation.
 On-line help functions are used as required.

Nominal
Duration
Sessions
Inserting username and password
on introductory screen
Navigating operating system to

access system information
3hrs Using On-line help functions Lecture & Discussion

 Reference books

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LO3 Navigate and Manipulate desktop environment
 Desktop icons are created and customized
 Desktop icons are selected, opened and closed to access

application programs
 Application windows are manipulated and desktop returned

to original conditions
Nominal
Duration
Sessions
creating and customizing Desktop
icons
selecting, opening and closing

desktop icons to access application
Manipulating Application windows
to return original conditions

 Reference books

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LO4 Organize basic directory/ folder structure and files
 Directories and subdirectories are created and named
 Attributes of directories are identified
 Subdirectories between directories are moved
 Directories as required are renamed
 Directories and subdirectories are accessed via different

paths
Nominal
Duration
Sessions Creating and naming Directories and
subdirectories
3hrs Identifying Attributes of directories Lecture & Discussion

Moving Subdirectories between
directories
3hrs Renaming Directories Lecture & Discussion

Accessing Directories and
subdirectories via different paths

 Reference books

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Organize files for user and/or organization
LO5
requirements
 System browser are used to search drives for specific files

 Most commonly used types of files in the directories are
accessed
 Groups of files are selected, opened and renamed as required
 Files between directories are moved
 Files to disks are copied
 Deleted files are restored as necessary
 Disks are erased and formatted as necessary
Nominal
Duration
Sessions 2hrs Using System browser to search
Lecture & Discussion
derives
2hrs Accessing Most common types of
files in the directories
2hrs Selecting, opening and renaming
Groups of files
2hrs Moving Files between directories Lecture & Discussion
2hrs Coping Files to disks Lecture & Discussion
2hrs Restoring Deleted files Lecture & Discussion
2hrs Erasing and formatting Disks Lecture & Discussion
 Reference books

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LO6 Print information
 Printers are added if required and ensured to have

correct printer settings
 Default printer are changed if appropriate

 Information is printed from an installed printer
Nominal
Duration
Sessions
Adding Printers and ensuring
correct printer setting
30 mins changing Default printer Lecture & Discussion

30 mins printing Information Lecture & Discussion
 Reference books

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LO1 Operate application software
 Documents and customize basic settings are created

to meet page layout conventions
 Document and create tables are formatted
 Images and use mail merge are added
 Basic print settings and print documents are selected

Nominal
Duration
Sessions Creating Documents and
customizing basic settings
Formatting document and creating
tables
Adding Images and using mail
merge
Selecting basic print settings and
printing documents

 Reference books

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Unit of Competence Installing Software Application
Module Title EIS ITS1 M05 1217 Installing Software Application
LO1 Determine software and upgrade requirements
 Client requirements are documented and reported to

appropriate person in accordance with the workplace
standard
 Act on instructions to meet client requirements in line

with organizational requirements
Nominal
Duration
Sessions
Documenting and reporting Client
requirements
Acting on instruction to meet

clients requirement

 Reference books

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LO2 Obtain software or software upgrade
 Application program that best conforms to

requirements and organizational policies are
investigated and selected

appropriate person
 Licensing requirements and record are determined in

line with organizational guidelines
 Target computer is ensured to conform with the

minimum hardware and operating system
requirements of the application program
Nominal
Duration
Sessions
Investigating and selecting
Application program
Obtaining Application program

using prescribed instruction
Determining Licensing
3hrs
requirements and record
Ensuring minimum hardware and
3hrs
operating system requirement

 Reference books

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LO2 Obtain software or software upgrade
 Application program that best conforms to

requirements and organizational policies are
investigated and selected

appropriate person
 Licensing requirements and record are determined in

line with organizational guidelines
 Target computer is ensured to conform with the

minimum hardware and operating system
requirements of the application program
Nominal
Duration
Sessions
Investigating and selecting
Application program
Obtaining Application program

using prescribed instruction
Determining Licensing
requirements and record
Ensuring minimum hardware and

operating system requirement

 Reference books

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LO3 Install or upgrade software
 New or upgraded software are installed in accordance

with appropriate person or organizational instructions
 Installation process is completed efficiently and
effectively with minimal disruption
 Testing and acceptance are carried out in line with
corporate guidelines, paying particular attention to
possible impact on other systems
 Ensure client requirements are satisfied in accordance
with the organizational standard
 Outstanding client issues are referred to appropriate
person as necessary
Nominal
Duration
Sessions 3hrs Lecture & Discussion
Installing or upgrading software
3hrs Completing Installation process Lecture & Discussion

with minimal disruption
3hrs Carrying out Testing and
acceptance
3hrs paying attention to possible
impact on other systems
Ensuring client requirements in
2hrs line with the organizational
standard
2hrs Referring Outstanding client
issues
 Reference books

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Page 49 of 33
Unit of Competence Protecting Application or System Software
Module Title
Software
LO1 Ensure user accounts are controlled
 Modify default user settings to ensure that they

conform to security policy
 Previously created user settings are modified to
ensure they conform to updated security policy
 Ensure legal notices displayed at logon are
appropriate
 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity
 Emails are monitored to uncover breaches in
compliance with legislation
 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
Nominal
Duration
Sessions Modifying default user settings to
conform security policy
Modifying Previously created user
settings to update security policy
2hrs Displaying and Ensuring legal
notices at logon
2hrs Checking strength of passwords
using appropriate utilities
2hrs Monitoring Emails to uncover Lecture & Discussion
breaches
3hrs Accessing information service Lecture & Discussion

 Reference books

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Module Title EIS ITS1 M06 1217 Protecting Application or System Software
LO2 Detect and remove destructive software
 Common types of destructive software are defined and identified

 Virus protection compatible with the operating system in use are
selected and installed
 Advanced systems of protection are described in order to
understand further options
 Software updates on a regular basis are installed
 Software security settings are configured to prevent destructive
software from infecting computer
 Virus protection software are run and/or scheduled on a regular
basis
 Detected destructive software are reported to appropriate person
and remove the destructive software
Nominal
Activities Duration
Contents 20 hrs Methods
Sessions Defining and identifying Common
types of destructive software
3hrs selecting and installing Virus protection Lecture & Discussion

compatible with the operating system
2hrs describing Advanced systems of
protection Lecture & Discussion
3hrs installing Software updates on a

regular basis Lecture & Discussion
2hrs configuring Software security settings Lecture & Discussion

2hrs running and/or scheduling Virus Lecture & Discussion
protection software on a regular basis
2hrs reporting Detected destructive software Lecture & Discussion
3hrs removing destructive software Lecture & Discussion

 Reference books

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Module Title
Software
LO3 Identify and take action to stop spam
 Defining and identifying Common types of spam

 Taking Appropriate action is in order to protect
unauthorized access of spammers
 Configuring and using Spam filters
Nominal
Duration
Sessions
Defining and identifying Common
types of spam
Taking Appropriate action to

protect unauthorized access
1hrs
configuring and using Spam filters Lecture & Discussion
1hrs reporting and documenting
Spams to identify the security Lecture & Discussion
threats
 Reference books

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Maintaining Inventories of Equipment, Software and
Unit of Competence
Documentation
EIS ITS1 M07 1217 Maintaining Inventories of Equipment,
Module Title
Software and Documentation
LO1 Document and update inventory
 Hardware inventory is maintained that creates a

profile or description of each piece of equipment
 Software inventory and licenses are maintained and

updated, as required, particularly when upgrading
software
 Storage of user documentation or technical
manuals are recorded and organized
Nominal
Activities Contents 15hrs Methods
Duration
Sessions 4hr Maintaining Hardware inventory Lecture & Discussion
5hrs Maintaining and updating licenses Lecture & Discussion

and Software inventory
Recording and organizing storage
5hrs of user documentation or Lecture & Discussion
technical manuals
 Reference books

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Maintaining Inventories of Equipment, Software and
Unit of Competence
Documentation
EIS ITS1 M07 1217 Maintaining Inventories of Equipment,
Module Title
Software and Documentation
LO2 Store technical documentation
 Action is taken to ensure software, hardware and

equipment not in use, stored in a manner as
recommended by technical manuals
 Ensure technical documentation is stored securely
 Technical documentation are accessed and

disseminated as required by clients
Nominal
Duration
Sessions Taking action to ensure software,
4hr hardware and equipment not in Lecture & Discussion
use and storing
5hrs storing technical documentation Lecture & Discussion

securely
Accessing and disseminating
Technical documentation
 Reference books

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Unit of Competence Recording Client Support Requirements
Module Title EIS ITS1 M08 1217 Recording Client Support Requirements
LO1 Log requests for support
 Client support requests and requirements are recorded

 Client support history and details are reviewed
 The information is checked and requested for accuracy

and urgency according to organizational standards
Nominal
Duration
Sessions 3hr organizational standards Lecture & Discussion
Recording Client support requests and

requirements
Reviewing Client support history and

details
Checking and requesting information

for accuracy and urgency

 Reference books

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Unit of Competence Recording Client Support Requirements
Module Title EIS ITS1 M08 1217 Recording Client Support Requirements
LO2 Prioritize support requests with appropriate personnel
 Relevant guidelines are identified for prioritizing or rating

client requests
 Client requests are prioritized based on its criticality or impact
on the business
 Requests are referred to an appropriate person or
department for assistance
 Appropriate persons involved with client support are to be
communicated
Nominal
Duration
Sessions
3hr Identifying Relevant guidelines Lecture & Discussion
4hrs Prioritizing Client requests Lecture & Discussion
Referring Requests to an appropriate

person or department
Involving Appropriate persons with

client support to be communicated

 Reference books

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LO1 Assess own work
 Completed work is checked against workplace
standards relevant to the operations being undertaken
 An understanding is demonstrated on how the work
activities and completed work relate to the next
process and to the final appearance of the activity.
 Faulty pieces or final products are identified and
isolated in accordance with company policies and
procedures
 Faults and any identified causes are recorded and
reported in accordance with workplace procedures
Nominal
Duration
Sessions
Checking completed work against
workplace standards
Demonstrating how the work

activities are completed
Identifying and isolating Faulty

pieces or final products
recording and reporting Faults

and any identified causes

 Reference books

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LO2 Assess quality of received articles
 Received materials, articles or final product are
checked against workplace standards.
 Materials, articles or products are measured using
the appropriate measuring instruments in
accordance with workplace procedures
 Causes of any identified faults are identified and
corrective actions are taken in accordance with
Nominal
Duration
Sessions Checking Received materials,
articles or final product
Measuring Materials, articles or

products
Identifying Causes of any faults

and taking corrective actions

 Reference books

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LO3 Record information
 Basic information on the quality performance is recorded
in accordance with workplace procedures
 Records of work quality are maintained according to the
requirements of the company
Nominal
Activities Contents 2.5 hrs Methods
Duration
Sessions
Recording Basic information on
the quality performance
Maintaining Records of work

quality

 Reference books

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LO4 Study causes of quality deviations
 Causes of deviations from final products are
investigated and reported in accordance with workplace
procedures
 Suitable preventive action is recommended based on
workplace quality standards and identified causes of
deviation from specified quality standards of materials or
final product
Nominal
Duration
Sessions 1hr workplace quality standards Lecture & Discussion
Investigating and reporting

Causes of deviations
Recommending Suitable
preventive action

 Reference books

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LO5 Complete documentation
 Information on quality and other indicators of production
performance is recorded.
 All production processes and outcomes are recorded.
Nominal
Activities Contents 2.5 hrs Methods
Duration
Sessions Recording Information on quality
1hr and indicators of production Lecture & Discussion
performance.
Recording all production
processes and outcomes.

 Reference books

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Unit of Competence Working With Others
LO1 Develop effective workplace relationship
 Duties and responsibilities are done in a positive
manner to promote cooperation and good relationship.
 Assistance is sought from workgroup when difficulties
arise and addressed through discussions.
 Feedback provided by others in the team is
encouraged, acknowledged and acted upon.
 Differences in personal values and beliefs are
respected and acknowledged in the development.
Nominal
Duration
Sessions Performing duties and
1hr responsibilities in a positive Lecture & Discussion

manner
Seeking Assistance from
2hrs workgroup and addressing Lecture & Discussion

through discussions
Encouraging, acknowledging and
acting upon feedback
Respecting and acknowledging
2hrs Differences in personal values Lecture & Discussion

and beliefs

 Reference books

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Unit of Competence Working With Others
LO2 Contribute to work group activities
 Support is provided to team members to ensure
workgroup goals are met.
 Constructive contributions to workgroup goals and
tasks are made according to organizational
requirements.
 Information relevant to work is shared with team
members to ensure designated goals are met.
Nominal
Duration
Sessions providing support to team
members to meet work place goal
2hrs Organizational requirements. Lecture & Discussion

Making Constructive contributions
to workgroup goals and tasks
1hrs Sharing relevant information Lecture & Discussion

 Reference books

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Unit of Competence Demonstrating Work Values
LO1 Define the purpose of work
 One’s unique sense of purpose for working and the

‘whys’ of work are identified, reflected on and clearly
defined for one’s development as a person and as a
member of society.
 Personal mission is in harmony with company’s values

Nominal
Duration
Sessions Identifying , reflecting on and
1hr clearly defining unique sense of Lecture & Discussion
purpose for working
2hrs clearly defining ‘whys’ of work Lecture & Discussion

Harmonizing Personal mission
with company’s values

 Reference books

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LO2 Apply work values/ethics
 Work values/ethics/concepts are classified and
reaffirmed in accordance with the transparent
company ethical standards, policies and guidelines.
 Work practices are undertaken in compliance with
industry work ethical standards, organizational
policy and guidelines
 Personal behavior and relationships with co-
workers and/or clients are conducted in accordance
with ethical standards, policy and guidelines.
 Company resources are used in accordance with
guidelines.
Nominal
Duration
Sessions Classifying and reaffirming Work
values/ethics/concepts
3hrs Undertaking Work practices Lecture & Discussion

Conducting Personal behavior
2hrs and relationships with co-workers Lecture & Discussion
and/or clients
2hrs Using Company resources Lecture & Discussion

 Reference books

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LO3 Deal with ethical problems
 Company ethical standards, organizational policy and

guidelines on the prevention and reporting of unethical
conduct are accessed and applied in accordance with
guidelines.
 Work incidents/situations are reported and/or resolved in

accordance with company protocol/guidelines.
 Resolution and/or referral of ethical problems identified
are used as learning opportunities.
Nominal
Duration
Sessions 1hr Company ethical standards Lecture & Discussion
organizational policy and
guidelines
accessing and applying ethical

1hrs standards to prevent and report Lecture & Discussion
unethical conduct
Reporting and resolving Work

incidents/situations
using Resolution and/or referral of

identified ethical problems

 Reference books

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LO4 Maintain integrity of conduct in the workplace
 Personal work practices and values are demonstrated

consistently with acceptable ethical conduct and
company’s core values.
 Instructions to co-workers are provided based on ethical,

lawful and reasonable directives.
 Company values/practices are shared with co-workers

using appropriate behavior and language.
Nominal
Duration
Sessions Demonstrating Personal work
practices and values consistently
Providing Instructions to co-
workers
Sharing Company
values/practices with co-workers

 Reference books

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Unit of Competence Develop Understand of Entrepreneurship
Module Title
Entrepreneurship
Describe and explain the principles, concept and
LO1
scope of entrepreneurship
 The principles, concept and terminology of

entrepreneurship are analyzed and discussed
 The different / various forms of enterprises in the

community are identified and their roles understood
 The identified enterprises are categorized and classified
 The terms and elements involved in the concept of

enterprising, both on a personal level and in the context
of being enterprising in business are identified and
interpreted
 Functions of entrepreneurship in business and how the

entrepreneurs improved business and economic
environment are explained
Nominal
Duration
Sessions Analyzing and discussing
30 mins principles, concept and Lecture & Discussion

terminology
30 mins Identifying various forms of
enterprises in the community
30 mins understanding the role of
enterprise
30 mins Categorizing and classifying
enterprises
30 mins Identifying and interpreting terms
and elements of enterprising
30 mins Functions of entrepreneurship in
business

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30 mins Explaining how the entrepreneurs
improve their business
30 mins Explaining economic
environment

 Reference books

Page 69 of 33
Module Title
Entrepreneurship
LO2 Discuss how to become entrepreneur
 Self-employment as an alternative option for an

individual economic independence and personal growth
is discussed and analyzed
 Advantages and disadvantages of self-employment are
 Entrepreneurial characteristics and traits are identified
and discussed
 Self-potential is assessed to determine if qualified to
become future entrepreneur
 Major competences of successful entrepreneurship are
Nominal
Duration
Sessions 30 mins Discussing and analyzing Self-
employment
30 mins Discussing and explaining
Advantages and disadvantages of Lecture & Discussion
self-employment
30 mins identifying and discussing
Entrepreneurial characteristics Lecture & Discussion
and traits
30 mins Assessing Self-potential Lecture & Discussion
2hr Identifying and explaining Major
competences of successful Lecture & Discussion
entrepreneurship

 Reference books

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Module Title
Entrepreneurship
LO3 Discuss how to organize an enterprise
 The importance and role of business entrepreneurship

in the society are discussed and correlated to the
operations of the economy
 Facts about small and medium enterprises are
discussed, clarified and understood
 Key success factor in setting up small and medium
business are identified and explained
 Business opportunities are identified and assessed
 Business ideas are generated using appropriate tools,
 Procedures for identifying suitable market for business
 Major factors to consider in selecting a location for a
business are identified and discussed
 Basic types of business ownership are identified and
explained
 Amount of money needed to start an enterprise
estimated and distinction between pre operations and
initial operation payments clarified
 Advantages and disadvantages of using various
sources of capital to start an enterprise are identified
Nominal
Duration
Sessions The importance and role of
business entrepreneurship in the
1hr society are discussed and Lecture & Discussion
correlated to the operations of the
economy
Facts about small and medium
1hr enterprises are discussed, Lecture & Discussion
clarified and understood
Key success factor in setting up
1hr small and medium business are Lecture & Discussion
1hr Business opportunities are Lecture & Discussion

identified and assessed
1hr Business ideas are generated Lecture & Discussion
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using appropriate tools,
Procedures for identifying suitable
1hr market for business are discussed Lecture & Discussion
and understood
Major factors to consider in
1hr selecting a location for a business Lecture & Discussion
are identified and discussed
Basic types of business
1hr ownership are identified and Lecture & Discussion
explained
Amount of money needed to start
an enterprise estimated and
1hr distinction between pre operations Lecture & Discussion
and initial operation payments
clarified
Advantages and disadvantages of
30 mins using various sources of capital to Lecture & Discussion
start an enterprise are identified
 Reference books

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Page 73 of 33
Module Title
Entrepreneurship
LO4 Discuss how to operate an enterprise
 Disadvantages and advantages of three alternative
means of becoming an entrepreneur are identified and
understood
 Process of hiring and managing people is discussed
and explained
 The importance and techniques of managing time are
discussed and understood
 The techniques and procedures of managing sales are
 Factors to consider in selecting suppliers and the
steps to follow when doing business with them are
identified and discussed
 Awareness of how new technologies can affect small
and medium business are developed
 Characteristics of appropriate technology for use in
small and medium business are identified and
explained
 Different types of cost that occur in a business and
how to manage them are discussed and understood
 Factors and procedures in knowing the cost of the
enterprise are discussed and understood
 Importance of financial record keeping and preparing
simple financial statement are explained and
understood
 The application of self-management skills and
negotiation skills are discussed in operating a business
 Risk assessment and management of business
enterprise are performed
Nominal
Duration
Sessions Disadvantages and advantages of
30 mins three alternative means of Lecture & Discussion
becoming an entrepreneur are
identified and understood
Process of hiring and managing
30 mins people is discussed and Lecture & Discussion
explained
The importance and techniques of
30 mins managing time are discussed and Lecture & Discussion
understood
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The techniques and procedures of
30 mins managing sales are discussed
and explained
Factors to consider in selecting
30 mins suppliers and the steps to follow Lecture & Discussion
when doing business with them
are identified and discussed
Awareness of how new
30 mins technologies can affect small and Lecture & Discussion
medium business are developed
1hr Characteristics of appropriate
technology for use in small and Lecture & Discussion
medium business are identified
and explained
Different types of cost that occur
1hr in a business and how to manage Lecture & Discussion
them are discussed and
understood
Factors and procedures in
1hr knowing the cost of the enterprise Lecture & Discussion
Importance of financial record
1hr keeping and preparing simple Lecture & Discussion
financial statement are explained
and understood
The application of self-
1hr management skills and Lecture & Discussion
negotiation skills are discussed in
operating a business
Risk assessment and
1hr management of business Lecture & Discussion
enterprise are performed
 Reference books

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Module Title
Entrepreneurship
LO5 Develop one’s own business plan
 Process of preparing/ writing a business plan is

discussed and applied
 Standard structure and format are applied in preparing

business plan
 Findings of the business plan are interpreted, assessed

and analyzed
 Feasibility of the business idea is made clear and

understandable
 Problems that may arise or encounter when starting a

business are identified and understand
 Techniques and procedures in obtaining and sourcing

information are discussed and understood
Nominal
Duration
Sessions Process of preparing/ writing a
30 mins business plan is discussed and Lecture & Discussion
applied
30 mins Standard structure and format are Lecture & Discussion
applied in preparing business plan
30 mins Findings of the business plan are
interpreted, assessed and Lecture & Discussion
analyzed
30 mins Feasibility of the business idea is Lecture & Discussion
made clear and understandable
30 mins
Problems that may arise or
encounter when starting a Lecture & Discussion
business are identified and
understand
Techniques and procedures in
obtaining and sourcing
information are discussed and
understood

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 Reference books

Page 77 of 33
Assessment Context
There are two types of evaluation 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/facilitator, formative evaluation provides
information for making instruction and remedial work more effective. In this program
the LAP Test serves as the formative assessment.
Summative Evaluation the other form of evaluation is given when all the modules of
the program have been accomplished. It determines the extent to which
competence have been achieved. This will be given in the form of written test for the
underpinning knowledge and demonstration for the attitudes and skills portion. And,
the result of the assessment decision shall be expressed in the term ‘competent or
not yet competent’. In this program the summative assessment shall also serves as
the final examination.
These two types of evaluation form part of the training and they are considered as
institutional assessment.
Evaluation Tools
a) Formative Assessment
 LAP test
b) Summative Evaluation (Trainee Test Guide)

 Comprehensive Written test
► Knowledge Test
 Demonstration with Oral questioning
► Skills + Attitude Test

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OROMIA TVET BUREAU

IT support service level-I

TTLM Code: EIS ITS1 TTLM 1217V3

Teacher’s Guide for ITSS Level I Date: December 2017

Unit of Competence Learning Modules and Code

Teacher’s Guide for ITSS Level I Date: December 2017

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Required information is gathered by listening attentively

LO 2 Perform workplace duties following written notices

 Feedback is given to workplace supervisor based on

Teacher’s Guide for ITSS Level I Date: December 2017

 Client requirements and peripherals needed are

 Client requirements are verified with appropriate person

LO 2 Obtain required peripherals

Assessment Criteria  Peripherals are obtained under instruction from

 Peripherals are entered into equipment inventory

 Validate that contents of delivered components and

LO 3 Connect hardware peripherals

Assessment Criteria  Timeframe for installation schedule is verified with the

 Old peripherals are removed and/or replaced with

Teacher’s Guide for ITSS Level I Date: December 2017

 The computer is configured to accept the new

LO 4 Connect workstation to the internet

Assessment Criteria  Workstations are connected to the internet through the

 Internet browser software is launched to enable access

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Peripheral device connections for correct position are

 Input voltage for the device based on the OHS standards

LO 2 Access basic system information

Assessment Criteria  User name and password are inserted as prompted

 Operating system are navigated to access system

LO 3 Navigate and Manipulate desktop environment

Assessment Criteria  Desktop icons are created and customized

 Desktop icons are selected, opened and closed to

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Directories and subdirectories are created and named

 Attributes of directories are identified

 Subdirectories between directories are moved

 Directories as required are renamed

 Most commonly used types of files in the directories

 Groups of files are selected, opened and renamed as

 Files between directories are moved

 Files to disks are copied

 Deleted files are restored as necessary

Assessment Criteria  Printers are added if required and ensured to have

 Default printer are changed if appropriate

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Documents and customize basic settings are created

 Document and create tables are formatted

 Images and use mail merge are added

 Basic print settings and print documents are selected

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Client requirements are documented and reported to

LO 2 Obtain software or software upgrade

Assessment Criteria  Application program that best conforms to requirements

 Application program under instruction is obtained from

 Licensing requirements and record are determined in line

LO 3 Install or upgrade software

Assessment Criteria  New or upgraded software are installed in accordance

 Installation process is completed efficiently and

 Testing and acceptance are carried out in line with

 Ensure client requirements are satisfied in accordance

Teacher’s Guide for ITSS Level I Date: December 2017

Assessment Criteria  Modify default user settings to ensure that they

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