Transcript Year 12 VET Certificate III Information Technology (General)

REVISION 2002
Year 12 VET
Certificate III Information
Technology (General)
THE EXAM
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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.
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STUDY TIPS
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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.
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EXAM TIPS
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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!!!!!
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THE UNITS OF STUDY
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ICAITU126A Use advanced features of computer applications
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ICAITS031B Provide advice to clients
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ICAITU018B Develop macros and templates for clients using
standard products
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ICAITU019B Migrate to new technology
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ICAITS020B Install and optimise system software
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ICAITS032B Provide network systems administration
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ICAITD128A Create user and technical documentation
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ICAITU126A Use advanced features of
computer applications
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The Criteria
– Manipulate data
– Access and use support resources
– Configure the computing environment
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Manipulate data
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.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
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Access and use support resources
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.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
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Configure the computing environment
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.Performance of PC is enhanced
.Environment is configured according to user/ organisational
requirements
.PC environment is customised and optimised
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Underpinning Knowledge includes:
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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.
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Underpinning Skills includes:
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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.
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SUMMARY
OF
SOFTWARE
COVERED MS WORD
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SKILLS
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.
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SUMMARY
OF
SOFTWARE
COVERED MS EXCEL
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SKILLS
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
on a separate sheet.13
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IT 2002,and
L.Dobb
Formatting charts.
SUMMARY
OF
SOFTWARE
COVERED MS ACCESS
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SKILLS
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
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PAST EXAM QUESTIONS FOR….
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ICAITU126A Use advanced features of computer applications ?
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ICAITS031B Provide advice to clients
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The Criteria
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Analyse client support issues
Provide advice on software
Provide advice on hardware
Provide advice on network
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.Analyse client support issues
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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
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.Provide advice on software
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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
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Provide advice on hardware
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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
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.Provide advice on network
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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
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Obtain client feedback
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Client evaluation and feedback are obtained to ensure client
requirements are met
Function is performed by client unassisted according to
instruction
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Underpinning knowledge of includes:
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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
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Underpinning skills include:
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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
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The Help Desk
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The help desk is a central contact point for clients experiencing
problems with their computer systems.
Types of Problems
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Hardware problems
Software problems
Network problems
Training problems
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Call-talking procedures
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Identifying yourself
Identifying the client
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Name
Organisation (if applicable)
Identification number or code (if applicable)
Contact phone number
Location
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Call-talking procedures
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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
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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.
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Dealing with clients
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Listening
Jargon
When will the problem be fixed?
Forgetfulness
Difficult clients
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Documentation
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Cllient request log
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client contact details
description of the problem
prioritise tasks
track the progress
print a list of incomplete tasks
search
the
database
analyse the data collected
of
logged
requests
Daily running sheet
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Documentation cont..
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Equipment register
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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
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Documentation cont..
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Client Information database
Inventory
Training database
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IDENTIFYING THE PROBLEM
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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.
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BACKGROUND INFORMATION
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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.
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OBTAINING
PHONE
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OVER
THE
The following is a guide:
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INFORMATION
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.
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VISITING THE SITE
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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.
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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.
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DOCUMENTING THE PROBLEM
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You should document the results of all requests for help.
Categorise the problem:
– Electrical Hardware Software Network Internet Training
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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?
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ESCALATING THE PROBLEM
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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.
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FINDING SOLUTIONS
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There are many sources of information that can help to solve
computing related problems.
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PRINTED SOURCES
LOCAL ON-LINE SOURCES
HELP DESK SOFTWARE
ON-LINE HELP
README FILES
INTERNET SOURCES
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PRINTED SOURCES
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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.
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LOCAL ON-LINE SOURCES
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Local on-line sources include help desk software, on-line help
and READme files.
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HELP DESK SOFTWARE
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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.
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ON-LINE HELP
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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.
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README FILES
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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.
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INTERNET SOURCES
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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.
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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.
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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.
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HELP DESK STAFF AND TECHNICAL STAFF
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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)
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SOLVING TRAINING RELATED PROBLEMS
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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.
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WORKAROUND
– A workaround is a temporary solution to a problem. It enables the client to
keep working until a more permanent solution is found.
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DOCUMENTING SOLUTIONS
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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.
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IMPROVING CUSTOMER SERVICE
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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.
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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.
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IMPROVING CUSTOMER SERVICE cont..
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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.
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IMPROVING CUSTOMER SERVICE cont..
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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:
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•
•
•
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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.
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PAST EXAM QUESTIONS FOR …
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ICAITS031B Provide advice to clients ??
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ICAITU018B Develop macros and templates for
clients using standard products
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THE CRITERIA
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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
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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
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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
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Underpinning knowledge includes:
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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.
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Underpinning skills include:
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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.
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SUMMARY
OF
SOFTWARE
COVERED MS WORD
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SKILLS
Creating and Organising Templates
Recording Macros
Customising Menus and Toolbars
Word – Editing Macros
Word: The Visual Basic Environment.
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SUMMARY OF SOFTWARE SKILLS
COVERED MS EXCEL
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Creating and Managing Templates
Recording Macros
Customising Menus and Toolbars
Excel – Editing Macros
Excel: Visual Basic.
Excel: Problem Solving
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SUMMARY OF SOFTWARE SKILLS
COVERED MS ACCESS
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Access Macros
Access Menus
Access: Visual Basic for Applications
Access: Problem Solving
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CUSTOMISING SOFTWARE
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Planning the Customisation
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System relationships.
System limitations.
Customising according to client needs.
Obtaining client agreement.
Customising Software
 Customising software.
 Obtaining client feedback.
 Making changes to customised software.
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PAST EXAM QUESTIONS FOR …

ICAITU018B Develop macros and templates for clients using
standard products
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ICAITU019B Migrate to new technology
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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
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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
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3. Apply new functions of upgraded technology
– Specialised features of upgraded technology are used to solve
organisational problems
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– Upgraded technology is used for enhanced productivity and efficiency
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Underpinning knowledge includes:
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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 Cert
information
gathering
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Underpinning skills include:
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
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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
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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.
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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.
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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.
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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 Strategy
The analysis stage will guide this step.
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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.
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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.
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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?
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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
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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.
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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?
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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.
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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.
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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.
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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
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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
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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.
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PAST EXAM QUESTIONS FOR…

ICAITU019B Migrate to new technology ??
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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 Cert
feedback
obtained
to ensure requirements of
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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
organisation
Organisation’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
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Broad general knowledge of systems diagnostic software
Underpinning skills include:






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
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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.
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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.
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SYSTEM PERFORMANCE






Multi-tasking.
Checking a disk for errors.
Conserving system resources.
Disk optimisation.
Disk caching (read-ahead optimisation).
Virtual memory (the swap file).
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A COMPARISON WITH THE LINUX OPEN
SOURCE OPERATING SYSTEM ??
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PAST EXAM QUESTIONS FOR …

ICAITS020B Install and optimise system software ??
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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
determined
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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
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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
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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
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PAST EXAM QUESTIONS FOR …

ICAITS032B Provide network systems administration ??
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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.
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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
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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.
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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.
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COMPUTER SYSTEM DOCUMENTATION






TYPES OF DOCUMENTATION
PURPOSE OF DOCUMENTATION
METHODOLOGIES FOR PRODUCING DOCUMENTATION
STANDARDS
TEMPLATES
DOCUMENTATION TOOLS
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TECHNICAL DOCUMENTATION





WHAT IS TECHNICAL DOCUMENTATION?
PURPOSE OF TECHNICAL DOCUMENTATION
DEVELOPING TECHNICAL DOCUMENTATION
REFERENCING
MAINTENANCE
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USER DOCUMENTATION






TYPES OF USER DOCUMENTATION
PURPOSE OF USER DOCUMENTATION
DEVELOPING USER DOCUMENTATION
WRITING STYLE
PRINTED DOCUMENTATION
ON-LINE DOCUMENTATION
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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
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PAST EXAM QUESTIONS FOR ...

ICAITD128A Create user and technical documentation??
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