Assessor's comments

Qualification

BTEC Level 3 in IT

Assessor
name

Unit number and title

Unit 13 Unit 13: IT Systems

Troubleshooting& Repair

Learner
name

Start Date

Deadline

G. Tomlinson

01/12/14

2 of 2 Dealing with Faults

Assignment title
Overall Grade

QCF Code

A/601/7280

First submission
resubmission?*

Resubmission
authorisation by Lead
Internal Verifier*

Credits

10 Credits

Date submitted

Date

* All resubmissions must be authorised by the Lead Internal Verifier. Only one resubmission is possible per assignment, providing:

The learner has met initial deadlines set in the assignment, or has met an agreed deadline extension.

The tutor considers that the learner will be able to provide improved evidence without further guidance.

Evidence submitted for assessment has been authenticated and accompanied by a signed and dated declaration of
authenticity by the learner.
**Any resubmission evidence must be submitted within 10 working days of receipt of results of assessment.

Grading criteria

Achieved?

P2

Use hardware and software tools to troubleshoot simple IT problems

P3

Identify sources and select suitable fault remedies

P4

Apply fault remedies safely to simple IT system problems

P5

Demonstrate good working practices when applying fault remedies

P6

Keep accurate records of fault diagnosis and repair activities

M1

M3

Communicate effectively with users during fault diagnosis activities

Justify an appropriate remedy for a complex hardware and a complex
software fault
Maintain data security and integrity when applying fault remedies

D2

Compare a range of hardware and software troubleshooting tools

M2

Maths feedback

English feedback

Assessor feedback

Action plan

Assessor signature

G. Tomlinson

Date

Learner signature

Date

Assignment brief
Assignment title

Troubleshooting and the Organisation

The aim of this unit is to enable learners to develop the skills to troubleshoot, find appropriate
remedies and repair a range of hardware and software faults in computer systems. The unit will
also ensure learners understand how organisational policies can affect troubleshooting activities.
Scenario
You work for a medium sized organization in the ISU department. Your duties are to
maintain the computer infrastructure of the organization. This involves general day to day
maintenance tasks as well as fault diagnosis, repair and upgrading for both hardware and
software.
You are to troubleshoot, identify and resolve various faults which have arisen with the IT
equipment within the organisation.
Task 1
Several computers have developed faults of varying severity, using a range of both
hardware and software tools identify those faults. (P2)
Produce a short report for each of the above problems which identify the sources of
information that were used to find solutions to the problems and which were employed. (P3)
Apply the solutions found to the problems that you have identified. The repairs must be
carried out in a safe manner. (P4)
It is essential that accurate and comprehensive records are kept of any work that is carried
out during the repair process. (P6)
Ensure that any relevant data is protected, by using various methods, during the repair
process. (M3)
Describe clearly how you would communicate effectively with users during the repair
process bearing in mind the amount of technical knowledge that the user may or may not
have. (M1)
Produce a report in which you justify the remedy you have chosen for each of the problems
identified. (M2)
Finally expand the report to include a comparison of the range of software and hardware
tools that are available for the purpose of troubleshooting. The report should identify the
pros and cons of each of the tools and compare like for like tools as to their suitability, ease
of use, cost etc. (D2)

Guidance for task 1:

Data security and integrity: data back-up; recovery procedures; maintaining security eg
virus protection, access rights, physical protection
Hardware tools and techniques: electrical/electronic test instruments; self-test routines;
monitoring devices; suitable tools e.g. screwdrivers, pliers, torch
Software tools and techniques: diagnostics e.g. virus software; test utilities; others e.g.
monitoring programs, error logging programs, system specific applications
Troubleshooting: techniques e.g. substitution, test, change, upgrade, reinstall software,
elimination, applying bug fixes, generating error codes
Nature of reported faults: simple e.g. easily identifiable, swift solution, common issue;
complex e.g. nonspecific symptoms, multi-step solution, unknown fault
Communicate: effective communication e.g. clear, appropriate format (verbal, written), good
interpersonal skills, checking understanding
Task 2
Produce a short report in which you identify and describe good working practices that need
to be observed when carrying out repairs, upgrades and general maintenance on IT
equipment. This should cover both hardware and software. (P5)
These practices need to applied during the fault finding and solving processes identified in
P4 in Task 1.
Guidance for task 2:
Working practices: obtaining permissions; preparing worksite; recording information e.g.
product keys,
license number, installation date; health and safety practices; maintain data security and
integrity
Health and safety: correct use of tools e.g. screwdrivers, test meters, utility programs;
electro static
discharge (ESD), electrical safety; manual handing; fire safety e.g. keeping exit area open,
evacuation,
fire suppression; correct disposal; health and safety of others eg tidiness, laser, trip
hazards; first aid;
supervision
Sources of information
Textbook
French C Computer Science, 5th Edition (Thomson Learning, 1996) ISBN-10 0826454607,
ISBN-13 978-0826454607
4

This brief has been verified as being fit for purpose

Assessor

G. Tomlinson

Signature

G. Tomlinson

Dat
e

Internal verifier

21/09/14

Dat
e

Signature

Assessment and grading criteria

In order to pass this unit, the evidence that learners present for assessment needs to demonstrate
that they can meet all the learning outcomes for the unit. The assessment criteria for a pass grade
describe the level of achievement required to pass this unit.
Pass

Merit

Distinction

To achieve a Pass your

evidence must show that
you are able to:

To achieve a Merit your

evidence must show that you
are able to:

To achieve a Distinction your

evidence must show that you are
able to

P1 explain the impact of

organisational policies on the
troubleshooting and repair
process*

M1 communicate effectively with

users during fault diagnosis
activities

D1 examine the potential impact

of faults on an organisation*

P2 use hardware and software

tools to troubleshoot simple
IT problems

M2 justify an appropriate remedy

for a complex hardware and
a complex software fault

D2 compare a range of hardware

and software troubleshooting
tools.

P3 identify sources and select

suitable fault remedies

M3 maintain data security and

integrity when applying fault
remedies.

P4 apply fault remedies safely

to simple IT system problems
P5 demonstrate good working
practices when applying fault
remedies
P6 keep accurate records of
fault diagnosis and repair
activities.

Authenticity and Format:

The submission must be from the named learner, all materials (text, images, and other media) utilised must be clearly referenced. All
submissions must be word processed (or utilise a software package stipulated by the tutor) and checked for both spelling and grammar
errors. All submissions should clearly identify the learner name, assignment title and task/outcome references throughout the
document.

Mathematics Assessment Feedback (for embedded mathematics)

Mathematics Assessment
Chose correct
calculations
independently

Carried out
calculations
accurately

Used appropriate
units
(MB, GB, KB, etc)

Work is set out in a

logical way which
shows methods
used

3
All of the time

2
Most of the time

3
All of the time

3
All of the time

3
All of the time

1
Some correct
calculations chosen
independently

0
Unable to work
independently to
select calculations

2
Most of the time

1
Some of the time

0
Incorrect working
out.

2
Units used
accurately
throughout the
work

1
Units used
accurately some of
the time. Some
omissions or errors

0
Units used are
incorrect or units
are not shown for
most calculations

2
Most of the time

1
Some of the time.

0
Unable to work
independently to
show methods and
logical calculations.

Total

Written Assessment (Feedback for embedded English) Level 1, 2 and over

6

Written Assessment
Work is clear,
organised and is
relevant for the
intended reader

3
All of the time

2
Most of the time

1
Some of the time

0
Insufficiently clear,
organised or
relevant

Format is suitable
for the reader and
purpose (e.g.
formal / informal /
letter / email /
report etc)

N/A

N/A

1
Yes

0
No

Spelling (generally)
including 100
generic words
list

N/A

2
Mostly accurate

1
Some
Accuracy

0
Not accurate

2
Mostly accurate

1
Some
accuracy

0
Not accurate

Words from 100

key words for
vocational area are
spelt correctly.

3
All of the time

Punctuation
(including cap
letters)

3
Mostly accurate

2
Reasonably
accurate

1
Some accuracy

0
Insufficient
accuracy

Grammar (tenses,
sentence structure,
subject verb
agreement etc.)

3
Mostly accurate

2
Reasonably
accurate

1
Some
accuracy

0
Insufficient
accuracy

Total

Start assignment here with front cover, title, and

name with start date (Delete this message).