year 12 vet certificate iii information technology (general) revision 2002

Year 12 VETCertificate III Information

Technology (General)

REVISION 2002

Cert III VET IT 2002, L.Dobb 2

THE EXAM

Friday 1 November 2002 3:00 pm to 4:45 pm 15 minutes reading time. 3 parts

– Part A Multiple Choice Questions– Part B Short Answer Questions– Part C Case Study - attempt the Part C for General course.


STUDY TIPS

Find a study method that suits you. If you learn better with pictures - draw diagrams to summarise your work. Try to think of ways to remember key details. Record yourself reading your summaries and play it back.

Be active and practice answering questions without your books, read information aloud, practice rephrasing questions, summarise the essentials and LEARN them, use appropriate terminology.

Learn concepts and aim for understanding so that you can apply them to any case study.

Try to concentrate for longer periods so that you can focus for almost 2 hours. Start by answering a 10 mark question in 10 minutes and build up to longer periods.

Take regular breaks while studying. Get plenty of sleep - especially the night before an exam.


EXAM TIPS

Read and reread the questions in the exam before answering - check that you have fully answered the questions when proofing at the end of the exam.

Critically look at the sample questions and practice answering in the way that will be expected.

Discipline yourself to work at the time of day that the exam will be held.

Have a snack before going into the exam. Set down your ideas logically on scrap paper before answering

in the exam. Proof your answers!!!!!


THE UNITS OF STUDY

ICAITU126A Use advanced features of computer applications

ICAITS031B Provide advice to clients

ICAITU018B Develop macros and templates for clients using standard products

ICAITU019B Migrate to new technology

ICAITS020B Install and optimise system software ICAITS032B Provide network systems administration

ICAITD128A Create user and technical documentation


ICAITU126A Use advanced features of computer applications

The Criteria– Manipulate data– Access and use support resources– Configure the computing environment


Manipulate data

.Advanced features of application are employed in the preparation and presentation of data

.Data is efficiently transferred between applications .Objects, macros and templates are created and employed for

routine activities .Shortcuts and features are regularly employed for increased

productivity .Related data files are linked as required


Access and use support resources

.Routine problems are solved with the use of support resources .On line help is accessed and used to overcome difficulties with

applications .Manuals and training booklets are used to solve advanced

problems .Problems are analysed and eliminated according to results .Technical support is accessed and trouble shooting results and

alert messages are supplied to technical support


Configure the computing environment

.Performance of PC is enhanced .Environment is configured according to user/ organisational

requirements .PC environment is customised and optimised


Underpinning Knowledge includes:

General OH&S principles and responsibilities. Basic understanding of operating systems software and system

tools. Broad knowledge base of vendor product directions. Broad knowledge base of vendor applications and their

features.Basic understanding of troubleshooting.

Broad knowledge of OHS requirements in relation to work safety, environmental factors and ergonomic considerations.


Underpinning Skills includes:

Basic analysis skills in relation to normal routine work processes.

Detailed skills in using applications features. Basic skills in interpreting technical information. Problem solving skills in known areas during normal routine

work processes. Plain English literacy and communication skills in relation to

dealing with clients and team members.


SUMMARY OF SOFTWARE SKILLS COVERED MS WORD

AutoText and AutoCorrect. Mail Merge. Styles and Table of Contents. Advanced Tables. Importing Data. Headers & Footers, inserting field data. Page Setup and printing. Desktop publishing with MS Word – text boxes, columns,

WordArt, Graphics.


SUMMARY OF SOFTWARE SKILLS COVERED MS EXCEL Advanced formulas – including Absolute and Relative cell

references. Advanced functions – apart from basic functions like MAX, MIN,

AVERAGE, IF, COUNT, COUNTA and SUM, you should also know VLOOKUP, CHOOSE, PMT, NESTED IF, ISERROR among others?

Importing data. Using form tools like buttons for navigation. Setting up multiple sheets. Cell and Worksheet Protection. Using AutoFilter Using AutoOutline AutoFormat and formatting

spreadsheets in general. Linking and using Paste Special. Paste Values to copy formulas

to another set of cells and convert the result to just values. Page Setup – Fit-to-One-Page, Center on page Horizontally and

Vertically, Headers & Footers. Printing. Charts – on the same sheet and on a separate sheet.

Formatting charts.


SUMMARY OF SOFTWARE SKILLS COVERED MS ACCESS

Database Design – designing a database structure, importing data from MS Word Excel or another database, relationships, referential integrity, relational databases.

Forms and Controls. Reports Setting up User Menus or Switchboards. Database security. INTEGRATING SOFTWARE PACKAGES DESIGNING AN APPLICATION TO SUIT CLIENT NEEDS


PAST EXAM QUESTIONS FOR….

ICAITU126A Use advanced features of computer applications ?


ICAITS031B Provide advice to clients

The Criteria– Analyse client support issues– Provide advice on software– Provide advice on hardware– Provide advice on network


.Analyse client support issues

logged requests are answered in accordance with organisation guidelines

Client support issues are investigated and documented in accordance with organisation guidelines

Previous logs are checked for similar problem by same or other client


.Provide advice on software

Client requirements are confirmed Advice is determined and provided or client is referred for

further technical assistance Advice is provided to client to overcome software problem in line

with organisation guidelines Manuals and help documentation are provided to client Group or one to one instruction is provided, as required Upgrade requirements or new software requirements are

documented and recommendations are referred to supervisor/management


Provide advice on hardware

Client requirements are obtained from documentation Advice is provided to client to overcome hardware problem in

line with organisation guidelines Manuals and help documentation are provided to client Group or one to one instruction are provided , as required Further requirements are documented , such as new equipment

requirements, and refer recommendations to supervisor/management


.Provide advice on network

Client requirements are obtained from documentation Advice and support is provided to client to overcome network

problem in line with organisation guidelines Manuals and help documentation are provided to client Group or one to one instruction is provided , as required Further requirements are documented and recommendations

are referred to supervisor/management


Obtain client feedback

Client evaluation and feedback are obtained to ensure client requirements are met

Function is performed by client unassisted according to instruction


Underpinning knowledge of includes: Operating systems supported by the organisation Advanced features and functions of software Information sources Contract and service agreements with vendors Principles of OH&S Operating systems functions and basic features Hardware and software supported by the organisation Features of different types of hardware Advanced knowledge of software features supported by the

organisation Security and network guidelines/procedures Available in-house and vendor support Occupational Health and Safety legislation relating to the use of

equipment


Underpinning skills include:

Writing macros and templates One to one instruction Client needs assessment methods Interpretation of technical manuals Verbal and non verbal communication skills to convey and

clarify complex information Apply customer service skills in a range of contexts at various

levels


The Help Desk

The help desk is a central contact point for clients experiencing problems with their computer systems.

Types of Problems– Hardware problems– Software problems– Network problems– Training problems


Call-talking procedures

Identifying yourself Identifying the client

– Name– Organisation (if applicable)– Identification number or code (if applicable)– Contact phone number– Location


Call-talking procedures

Identifying the problem– Note the date and time of the call– Establish whether this is a call about a new problem or a follow-up to a

previous call.– If a previous call, what is the reference number?– When did the problem occur?– Ask the caller to outline the problem– Ending the call

• Summarise your understanding of the situation

• Outline any follow-up action

• Provide the caller with a reference number

• Ask the caller to contact you again if further problems occur.


Dealing with clients

Listening Jargon When will the problem be fixed? Forgetfulness Difficult clients


Documentation

Cllient request log– client contact details– description of the problem– prioritise tasks– track the progress– print a list of incomplete tasks– search the database of logged requests

analyse the data collected

Daily running sheet


Documentation cont..

Equipment register– ID or equipment register number– Asset register number– Workstation serial number– CPU type– Memory– Monitor, Keyboard, Mouse, Disk drives, CD, Video card, Sound card and

speakers, Network card– CMOS settings, Disk partition information, IRQ settings, DMA settings– Software register, Software title, Supplier, Product key or code number,

Version number, License requirements, Patches applied, Maintenance contracts


Documentation cont..

Client Information database Inventory Training database


IDENTIFYING THE PROBLEM

What technical information is required to help in identifying a user’s problem?

How do you categorise and prioritise reported problems? What to do when handing the problem over to

support/maintenance organisations.


BACKGROUND INFORMATION

The background information you will need includes details of the software and hardware being used by the client. This information includes:

– The ID of the client’s workstation.– The operating system being used.– Details of the hardware including things like the make and model of

equipment, including serial numbers, the memory (RAM) and cards inside the PC.


OBTAINING INFORMATION OVER THE PHONE

The following is a guide:– Are you reporting this problem for the first time?– Do you have a help desk reference number?– What is the problem?– What software were you running at the time?– What error messages were displayed?– What other software was running?– Has the problem occurred before?– Have you been able to successfully perform this task on previous

occasions?– What software or hardware has been changed on your workstation

recently?– Is the problem an intermittent one or does it happen consistently?– Are other workstations in your section working properly?– Are you still able to use your workstation for other tasks?

List has both open and closed questions.


VISITING THE SITE

Not all problems can be solved remotely over the phone. Points to consider on a site visit:

– Talk to the client before inspecting the workstation or faulty equipment to clarify the situation.

– Check that the equipment is correctly situated in a clean environment, away from other electrical equipment and not in direct sunlight. Ventilation?

– Check for obvious problems first. Inspect cabling to see if everything is connected properly. Power indicators lit up? Brightness/contrast adjusted correctly?

– Listen for unusual noise. The disk or CD may be noisy. The fan may be noisy, or possibly too quiet as it is not working. Overheating can cause problems.

– Check the workstation start-up files (eg config.sys on a PC running Windows).

– If you suspect a virus, run a virus checker on all drives. Check recently used floppy disks. Virus checking software should be configured to scan files whenever they are accessed.


Points to consider on a site visit continued:

– Find out what files were recently changed. Use the Find option.– For device errors, check that the correct device drivers are loaded.– For software errors, ask the client to replicate the problem so you can see

what error messages occur.– CTRL+ALT+DEL in Windows 98/NT will show you what other applications

are currently running – check if any show not responding.– Check the amount of memory used and available. (System icon in Control

Panel, Performance tab).– Check that there is enough free space on the disk.


DOCUMENTING THE PROBLEM

You should document the results of all requests for help. Categorise the problem:

– Electrical Hardware Software Network Internet Training

Prioritise the problem:– Use a simple priority scheme to decide how urgent jobs are.– The following questions help to prioritise jobs:

• What effect does the problem have on the output of the individual or the department?

• How will delays in solving the problem affect the individual or the department?

• How long has it been since the problem was reported?


ESCALATING THE PROBLEM

This means handing the problem on to someone more qualified to solve it.

If there is a maintenance support contract, then the problem should be passed on to the company providing the maintenance.

Information already collected about the problem should be passed on too.


FINDING SOLUTIONS

There are many sources of information that can help to solve computing related problems.

– PRINTED SOURCES– LOCAL ON-LINE SOURCES– HELP DESK SOFTWARE– ON-LINE HELP– README FILES– INTERNET SOURCES


PRINTED SOURCES

The help desk needs to build up (or have access to) a technical library of printed resources.

The resources include the internal documentation and procedures produced by the organisation.

They need to be collected, collated and updated on a regular basis.


LOCAL ON-LINE SOURCES

Local on-line sources include help desk software, on-line help and READme files.


HELP DESK SOFTWARE

This is usually a database that acts as a good source of problem-solving information.

Key words allow you to search for information about commonly recurring problems and how to fix them.

This kind of database is often called a knowledge base and the information is sometimes sold to other companies.

Examples: Microhouse Technical Library and Microsoft’s TechNet CD collection.


ON-LINE HELP

On-line help is a good place to start looking for help with problems with software applications.Contents tab – complete list of the topics available.

Search tab – allows you to search for key words. Index tab – details on very specific topics. Use this when you

know the name of the topic but need to find some specific details.


README FILES

These contain installation information, details of undocumented features and known bugs.

The files are usually found in the installation directory, and you are often asked if you want to view the readme file at the end of the installation process.

Microsoft Word’s readme file can be accessed through the program’s Help menu.


INTERNET SOURCES

The World Wide Web Listservers

– A listserver is a computer system, which manages an electronic mailing list. Once your email address is listed, you will receive regular messages containing the latest information and news releases. You need to subscribe to mailing lists through email.

FTP sites– An FTP (File Transfer Protocol) site allows you to upload and download

files. The sites provide access to software, upgrades and patches as well as documentation.

Newsgroups– Usenet predates the Internet by many years. It carries thousands of

discussion groups (called newsgroups); each dedicated to a particular topic. Newsgroups operate like notice boards, where people can post notes or read notes posted by others.

– Browsers like Netscape can access newsgroups.


HELP DESK STAFF AND TECHNICAL STAFF

It can be useful to develop contacts with the people you work with. Some ways to make contacts include:

Training courses. Conferences and trade shows. User group meetings and industry organisation meetings.

Examples include the Australian Computer Society (ACS), the Australian Information Industry Association (AIIA) and the Help Desk Institute of Australia (HDI)


SOLVING TRAINING RELATED PROBLEMS

When problems arise from staff inexperience or a lack of training, you may need to:

– Try to solve the problem over the phone – but this is only appropriate for simple problems.

– Provide training materials for the package the client is using – to help the client train him or herself.

– Recommend a computer-based training (CBT) package.– Direct some clients to local user groups.

WORKAROUND– A workaround is a temporary solution to a problem. It enables the client to

keep working until a more permanent solution is found.


DOCUMENTING SOLUTIONS

It is important to document how you have tried and/or succeeded to fix a problem, so that others with a similar problem can benefit from your experience.

You should record the resources you have used and the solutions you have tried, as well as keeping notes on other things that should be investigated further.

If Parts need to be removed for repair following details should be recorded.

When the part or a replacement is returned, note the Date returned, the Actual cost and the Solution to the problem.

It is important to backup a client’s data is a PC is sent away for repair.


IMPROVING CUSTOMER SERVICE

The data collected by the help desk can be analysed to look for any commonly recurring problems. You can then detect common hardware, software or operator problems and take action to avoid them in future.

ANALYSING THE HELP DESK DATABASE– Analysing the information stored in the help desk database can help you

detect and prevent problems with hardware and software. – Taking preventative action reduces the workload of the help desk.

Identifying and fixing common problems means that many employees don’t have to contact you about the same problem.

BENCHMARKING– A benchmark is a set of performance criteria which a product / organisation

is expected to meet. You can measure the performance of the help desk by:• Number of client calls – number of client requests logged per day, Response time

– the time to initially respond to the client’s request, Completion time – average time taken to solve a problem and the Throughput – number of calls cleared per day or week.


IMPROVING CUSTOMER SERVICE cont..

BEING PROACTIVE– Apart from analysing the data help in the fault log, there are other ways in

which you can be proactive:– Upgrade or suggest an upgrade to management to improve performance

and productivity.– Check that hardware is adequate for the job.– Suggest an alternative package if you are sure that it has few bugs / is more

reliable than the one currently in use.– Make suggestions to improve occupational health and safety or ergonomic

problems when you notice them.


IMPROVING CUSTOMER SERVICE cont..

GETTING FEEDBACK– The help desk should actively seek client feedback and use the responses

to improve customer service. Feedback can be collected using a form or questionnaire – paper based or electronic.

– The kind of detail to survey includes the client’s perception of the:• Service provided by the help desk.

• Timeliness of the help desk’s response to the client’s problem.

• Explanations and technical advice provided.

• Technician’s manner and professionalism.

TEAMWORK– The help desk is a team, and it is important that the team function

cohesively. It should be adequately trained and must fully understand the needs of the client.


PAST EXAM QUESTIONS FOR …

ICAITS031B Provide advice to clients ??



THE CRITERIA

1. Determine macro or template requirement– .Client requirements are determined in line with organisational guidelines– .Macro/template specifications are developed and client’s needs are

confirmed

2. Develop macro or template for client– .Macro/template specifications are developed using standard package in

line with organisation guidelines– .Client feedback is obtained– .Amendments are made as required for client

3. Provide client support for the macro or template– .Support/instruction requirements are determined and documented– .Client is instructed in use of macro/template– .Client documentation to help desk is provided for future support


Underpinning knowledge includes:

General knowledge of functions and features of the operating system.

General knowledge of software and hardware supported by the organisation.

General understanding of features and functions of particular categories of commercial computing packages.

Software packages supported by the organisation.



Problem solving known problems within a range of procedures Questioning and active listening for clarifying information. Plain English literacy and communication skills in relation to

dealing with clients and team members. Ability to read and interpret software manuals from a users

perspective. One to one instruction.


SUMMARY OF SOFTWARE SKILLS COVERED MS WORD

Creating and Organising Templates Recording Macros Customising Menus and Toolbars Word – Editing Macros Word: The Visual Basic Environment.


SUMMARY OF SOFTWARE SKILLS COVERED MS EXCEL

Creating and Managing Templates Recording Macros Customising Menus and Toolbars Excel – Editing Macros Excel: Visual Basic. Excel: Problem Solving


SUMMARY OF SOFTWARE SKILLS COVERED MS ACCESS

Access Macros Access Menus Access: Visual Basic for Applications Access: Problem Solving


CUSTOMISING SOFTWARE

Planning the Customisation System relationships. System limitations. Customising according to client needs. Obtaining client agreement.

Customising Software Customising software. Obtaining client feedback. Making changes to customised software.


ICAITU019B Migrate to new technology THE CRITERIA 1. Apply existing knowledge and techniques to new

technology– Existing knowledge and techniques are applied to explore new technology– New technology acquired by the organisation is used with minimum

disruption– Functions and features of new technology available to the organisation are

readily employed to meet organisational requirements

2. Apply advanced functions of the technology to solve organizational problems

– Specialised features of technology, software and hardware are utilised to solve organisational problems

– Advanced features and functions are used in a manner that exploits the fully capacity of the new technology

– Sources of information are accessed to determine the fully range of benefits of new technology

3. Apply new functions of upgraded technology– Specialised features of upgraded technology are used to solve

organisational problems– Upgraded technology is used for enhanced productivity and efficiency


Underpinning knowledge includes: Current technology trends and directions in IT Broad knowledge base of vendor product directions Available sources of information regarding IT and new

technology Organisation strategic direction in relation to future IT

requirements Understanding systems, organisational and technical Board understanding with detail in some areas of operating

systems features and functions Software features and functions Identify components of the business planning process relevant

to the development of IT business solutions Current industry accepted hardware and software products with

broad knowledge of general features and capabilities Broad general knowledge of the client business domain A basic knowledge of information gathering techniques


Underpinning skills include: Research skills for identifying, analysing and evaluating broad

features of new technologies Decision making involving discretion and judgement Verbal and non verbal communication is clear, coherent and

concise Customer Service for internal and external interaction Questioning and active listening for conveying and clarifying

meaning Literacy skills in regard to interpretation of technical manuals Problem solving known problems in a variety of contexts General analytical skills in relation to known problems in a

variety of contexts General research skills in relation to readily available

information


CHANGING TECHNOLOGY

How can changing technology be of benefit to an organisation? HISTORY OF CHANGING TECHNOLOGY

– Late1960’s and early 1970’s – computers first used by organisations for processing information systems.

– Mid 1970’s – minicomputers appeared and were scaled down versions of mainframes.

– Very expensive and only used for payroll and general ledger.– Early 1980’s – microcomputer appeared.– Late 1980’s and early 1990’s – computing power increased dramatically,

with costs being reduced dramatically. Microchips made technology smaller, faster and cheaper.

– 1990’s to 2000’s – PCs become very popular as the Internet became widely available in the 1990’s.


APPLYING NEW TECHNOLOGY

Early computer systems concentrated on data processing – automating existing clerical and administrative systems.

Today computers are used in a wide range of disciplines, including electronic commerce, multimedia, education and entertainment.


INFORMATION TECHNOLOGY STRATEGIC PLANNING

Any change has an element of risk, but prudent planning increases the chances of the new technology benefiting the organisation. Strategic planning involves setting goals.

The following steps are undertaken in the process of developing an information technology strategic plan:

– Develop the business strategy.– Identify information technology strategies.– Analyse the information technology strategies.– Select the most appropriate information technology strategy.– Develop a plan to implement the information technology strategy.


The Business Strategy– A strategy is a tactic or an approach to the way something is to be done. A

business strategy is the way the organisation does its business.

Business Planning Techniques– A simple technique commonly used to identify strategies to address

organisation needs is SWOT analysis: Strengths, Weaknesses, Opportunities, Threats

Identifying Information Technology Strategies– Each strategy identified should be analysed in detail. Some issues to be

considered:• Cost? Availability? Implementation time? Will it support the existing business

plan?

• Effects of the change on the organisation? Effect of the new system on the existing system?

• Will existing systems have to be changed? Will policies and procedures have to be changed?

Selecting a StrategyThe analysis stage will guide this step.


Developing an Implementation Plan

A plan is developed to implement the information technology strategy. The plan should indicate the hardware and software required, training needs, procedures to be used, security, a schedule of implementation and the expected cost.


BENEFITS OF NEW TECHNOLOGY

The business environment has become more competitive with the development of technology.

Business organisations seek to increase profits, increase market share and reduce costs.

Non-profit organisations seek to provide improved services at less cost.

Some possible benefits of new technology are:– New business opportunities. Increase in existing business. Greater

efficiency. – Greater competitive advantage. Improved management and work practices.

PRODUCTIVITY AND EFFICIENCY GAINS– Gains in productivity and efficiency can be achieved by:

• Producing more for the same or less effort and Producing the same amount at less cost.


SELECTING NEW TECHNOLOGY

As an information technology professional, you will need to keep up to date with developments and trends. You will need to choose the most appropriate technology by evaluating options and selecting what is relevant for the client’s needs.

TRENDS AND DIRECTIONS– Over the last couple of years?– In the future?


SOURCES OF INFORMATION

It is important to keep up with developments in the industry. Some possible sources include:

– Consultants – Suppliers – Contacts – Publications – Trade shows – The Internet


EVALUATING NEW TECHNOLOGY

Of the information technology products and services that are relevant to your field, you have to decide which are worth more detailed consideration. To determine this, go back to the information technology strategic plan and evaluate if it fits with the plan.

You will need to come up with a list of criteria related to the technology needed.


SELECTING NEW TECHNOLOGY

Once you have identified products and services that fit in with the information technology plan, you will need to select specific products and services from those available. Some practical selection criteria include:

– Functionality – what does the technology do?– Net benefits – tangible and intangible benefits and costs?– Security – does access to system need to be controlled?– Growth – will the technology keep up with company growth?– Delivery time – when will it be available?– Software and hardware – what is required to run the technology?– Support – is adequate support available for the technology?– Risk – what risks are involved? What are the chances of success?


MEASUREMENT CRITERIA

Some time after implementing new technology, it is important to determine whether it has been successful. Has it benefited the organisation?

Revisiting the business goals in the strategic business plan, and seeing whether they have been achieved can make an objective assessment.


APPLYING NEW TECHNOLOGY

It is very rare for new information technology systems to be implemented without any problems, but planning the implementation carefully will help create a smoother transition to the new system.

Once introduced, the new information technology needs to be maintained.


POSSIBLE PROBLEMS WITH NEW TECHNOLOGY

When something new is introduced, problems are always a possibility. Potential problems should be anticipated and planned for.

There are two types of potential problems:– Problems with the technology itself.– Breakdown of hardware or failure of software.

Problems that users have with the technology include:– Resistance to change – Inability to use the system.


IMPLEMENTATION PLAN

The introduction of new technology, hardware or software or both requires careful planning. A well-planned implementation is more likely to lead to a smooth transition.

The implementation plan should consider the following:– The timing– The tasks involved– The resources required– The schedule– The acceptance procedure– Organisational issues


MANAGING NEW TECHNOLOGY

The technology products and its use need to be managed in order for the technology to be used effectively. Management includes such tasks as:

– Overcoming resistance to technology– Ensuring that users are competent to use the technology– Monitoring the efficient use of the technology– Monitoring the performance of the technology


UPGRADING TECHNOLOGY

Some significant leaps in technology include:– The microcomputer– The graphical user interface– ATM’s for banks– The Internet– E-commerce

Any upgrade should seek to maximise the benefits of the new technology and allow for future upgrades and developments in technology.


PAST EXAM QUESTIONS FOR…

ICAITU019B Migrate to new technology ??


ICAITS020B Install and optimise system software THE CRITERIA 1. Determine operating systems requirements:

– Operating system requirements are determined and documented– Requirements of clients are evaluated in line with organisation guidelines,

corporate, licensing arrangements and budget

2. Obtain operating system – Vendors are contacted technical specifications are obtained– Recommendations are documented and provided to appropriate personnel– Licensing, hardware and security requirements are determined and followed

3. Install and optimise operating system– Operating system is installed, configured and tested in accordance with

installation.procedures and organisational requirements

– System to meet organisational requirements is optimised– System is documented according to organisational requirements– Installation is conducted with minimal disruption to clients

4. Provide instruction to meet new software requirements– One to one instruction to the client is provided as required– Client evaluation and feedback are obtained to ensure requirements of

client are met


Underpinning knowledge of includes: Information Technology infrastructure Understanding systems, organisational and technical Detailed knowledge of the system current functionality Functions and features of operating systems supported by the

organisationOrganisation’s network linkage

Set up and configuration procedures Current industry accepted hardware and software products with

broad knowledge of general features and capabilities and detailed knowledge in some areas

Software packages supported by the organisation Pre-requisites needed for system software installation Vendor specifications and requirements for installation Broad general knowledge of the client business domain Broad knowledge base incorporating theoretical concepts of

systems software Broad general knowledge of systems diagnostic software



Problem solving skills for a defined range of predictable problems Plain English literacy and communication skills in relation to

analysis, evaluation and presentation of information Report writing skills for business requiring depth in some areas,

analysis and evaluation of information in a defined range of areas Strong interpersonal skills for team work and responsible

workplace interactions Questioning and active listening for conveying and clarifying

information Literacy skills in regard to interpretation of technical computer

installation manuals


INSTALLING WINDOWS 98

Minimum recommended system requirements. Running Windows 98 Setup. First log on and the Welcome screen. The Windows 98 desktop. Plug and play devices.


CUSTOMISING THE DESKTOP

Setting the date and time. Controlling the background colour. Choosing a colour scheme. Number of colours and resolution. Viewing styles. Creating shortcuts on the desktop.


SYSTEM PERFORMANCE

Multi-tasking. Checking a disk for errors. Conserving system resources. Disk optimisation. Disk caching (read-ahead optimisation). Virtual memory (the swap file).


A COMPARISON WITH THE LINUX OPEN SOURCE OPERATING SYSTEM ??



ICAITS020B Install and optimise system software ??


ICAITS032B Provide network systems administration

THE CRITERIA 1. Provide client access and security

– Log-ons, passwords and applications file access are provided, and documented in line with organisational security requirements

– Records of client accounts are evaluated– System integrity and security are maintained– Virus protection is used in line with organisation recommendations

2. Input into and disseminate disaster recovery plan– Input is provided into disaster recovery plan– Disaster recovery plan is provided to clients as required

3. Monitor network performance– Diagnostic tests are performed– Diagnostic information is analysed and acted on– Software usage is monitored– Illegal software is deleted from the system– Hardware response time is monitored– Methods for improving efficiency are determined and acted on according to

organization guidelines


Underpinning knowledge of includes:

Understanding systems organisational and technical Organisational access and security procedures Software copyright responsibilities Operating systems supported by the organisation Operating systems functions and basic features Organisational procedures for protection against and elimination

of computer viruses Advanced knowledge of software features supported by the

organisation


Underpinning knowledge cont..

Security and network guidelines/procedures Policy and procedures for deleting, restoring and archiving of

files Approaches to back up and restoring computer data Disaster recovery policy Procedures for creating logons File access Available in-house and vendor support Occupational Health and Safety legislation relating to the use of

equipment


Underpinning skills

Interpretation of technical manuals One to one instruction Questioning and active listening to convey and clarify

information Client needs assessment methods Verbal and non verbal communication skills to convey and

clarify complex information Apply customer service skills in a range of contexts at various

levels Diagnostic skills



ICAITS032B Provide network systems administration ??


ICAITD128A Create user and technical documentation

The Criteria 1. Determine documentation standards and requirements

– .Standards for documentation are determined from overall project documentation standards and industry standards.

– .Documentation types and design templates are identified and agreed with higher authorities.

– .Authors are informed of the standards and any technical resources/materials/manuals to support documentation.

2. Produce technical software documentation– .Technical documentation is recorded in line with project documentation

standards.– .All supporting technical information such as the architecture and detailed

project plan are clearly and accurately referenced.– .Modification and maintenance requirements are clearly documented to

documentation standards.– .Documentation is understandable to programmers as a stand alone

document.


The Criteria cont..

3. Create client user documentation – .Developed software’s operational procedures are clearly and coherently

documented in non technical jargon.– .Documentation is aligned with client requirements to support ease of use.– .Documentation is written in clear, coherent and concise plain English and

logically sequenced and cross referenced.

4. Obtain endorsement/sign-off – .Developed documentation is reviewed by target audience– .Changes are made according to target audience feedback– .Documentation is submitted for higher authority sign off


Underpinning knowledge of

Current business practices in relation to preparing reports. Detailed knowledge of documentation practices and standards. Broad knowledge base of quality assurance practices. Broad general knowledge of the client business domain. General OH&S principles and responsibilities. Current industry accepted hardware and software products with

broad knowledge of general features and capabilities. Broad knowledge base of vendor product directions.


Underpinning skills in

Problem solving skills for a defined range of predictable problems.

Report writing skills for business requiring depth in some areas, analysis and evaluation of information in a defined range of areas.

Plain English literacy and communication skills in relation to analysis, evaluation and presentation of information.

Technical writing skills for business requiring depth in some areas, analysis and evaluation of information in a defined range of areas.

Comprehension skills relevant to technical materials.


COMPUTER SYSTEM DOCUMENTATION

TYPES OF DOCUMENTATION PURPOSE OF DOCUMENTATION METHODOLOGIES FOR PRODUCING DOCUMENTATION STANDARDS TEMPLATES DOCUMENTATION TOOLS


TECHNICAL DOCUMENTATION

WHAT IS TECHNICAL DOCUMENTATION? PURPOSE OF TECHNICAL DOCUMENTATION DEVELOPING TECHNICAL DOCUMENTATION REFERENCING MAINTENANCE


USER DOCUMENTATION

TYPES OF USER DOCUMENTATION PURPOSE OF USER DOCUMENTATION DEVELOPING USER DOCUMENTATION WRITING STYLE PRINTED DOCUMENTATION ON-LINE DOCUMENTATION


USER REQUIREMENTS AND TRAINING

USER NEEDS USER REQUESTS COLLECTING INFORMATION DETERMINING REQUIREMENTS ANALYSING REQUIREMENTS DOCUMENTING REQUIREMENTS

TRAINING TRAINING NEEDS TRAINING LEVELS TYPES OF TRAINING SOURCES OF TRAINING TRAINING EVALUATION


PAST EXAM QUESTIONS FOR ...

ICAITD128A Create user and technical documentation??

year 12 vet certificate iii information technology (general) revision 2002

Documents

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n general

results n

enhanced n

n problem

n styles

n proof

n discipline