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OCCUPATIONAL STANDARD
INFORMATION TECHNOLOGY
SUPPORT SERVICE
NTQF Level I and II
Ministry of Education
August 2011
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF).They are national Ethiopia standards, which
define the occupational requirements and expected outcome related to a specific
occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
chart with an overview of all Units of Competence for the respective level
including the Unit Codes and the Unit Titles
contents of each Unit of Competence (competence standard)
occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path
NTQF Level I
Variable Range
Occupational OHS precautions and measures may include against:
Health & Safety Physical hazards – impact, illumination, pressure, noise,
(OH&S) vibration, temperature, radiation
Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
Ergonomics
Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
Evidence Guide
Critical aspects of Assessment must confirm the ability to manage the production
Competence of clear, easy-to-read procedures conforming to required
standards for the utilization of the specified system.
Underpinning Demonstrates knowledge of:
Knowledge and documentation standards and tools
Attitudes client business domain
role of stakeholders and the degree of stakeholder
involvement
current industry-accepted hardware and software products
current business practices in relation to preparing reports
Underpinning Demonstrates skills to:
Skills review and update technical and user documentation
update procedures
update documentation
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
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Occupational Standard: Information Technology Support Service Level II
Unit Title Administrate Network and Hardware Peripherals
Unit Code ICT ITS2 03 0811
Unit Descriptor This unit defines the competence required to connect, install,
configure, maintain and troubleshoot local area network and
peripherals
Variable Range
Client May include but is not limited to internal departments, external
organizations, individual people and employees
Peripherals May include but are not limited to:
Printers, scanners, tape cartridges
Speakers, multimedia kits
Personal computer, modems
Input equipment may include mouse, touch pad, keyboard,
Organizational May include but are not limited to personal use of emails and
Standards internet access, content of emails, downloading information
and accessing particular websites, opening mail with
attachments, virus risk (MS windows OS and Mac OS only),
dispute resolution, document procedures and templates,
communication methods and financial control mechanisms
Appropriate May include a supervisor, teacher, authorized business
person representative or client
Equipment May include but is not limited to workstations, personal
computers, modems or other connectivity devices, printers,
hard drives, monitors, switches, hubs, personal digital assistant
(PDA) and other peripheral devices OH&S standards May
include correct posture, lighting, type of desk, type of monitor,
style of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer.
Environmental May include disposal of packaging (e.g. cardboard,
considerations polystyrene, paper, plastic) and redundant hardware (e.g. hard
drives, circuit boards).
Occupational OHS precautions and measures may include against:
Health and Safety Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
Evidence Guide
Critical aspects of Assessment must confirm knowledge of
Competence peripheral technologies and how network peripherals
(hardware and software) are installed and configured
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Occupational Standard: Information Technology Support Service Level II
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Unit Title Care for Network and Computer Hardware
Unit Code ICT ITS2 04 0811
Unit Descriptor This unit defines the competence required to maintain
computer hardware. It includes locating sitting of hardware for
safe and efficient utilization and reducing risk of infection.
Variable Range
External May include but not limited to:
hardware screen, keyboard, mouse, disk drives, USB, serial and
parallel ports
Internal hardware May include but are not limited to: CPU, memory chip,
components motherboard, video display card, network interface card, sound
card, cabling.
Hardware May include but not limited to workstations, personal
computers, modems and other connectivity devices, networks,
DSL modems, remote sites, servers
Peripherals may include but are not limited to:
• Printers, scanners, tape cartridges
• Speakers, multimedia kits
• Personal computer fax/modems
Safe work May include correct posture, lighting, type of desk, type of
monitor, style of chair, typing position, correct lifting method,
repetitive strain injury prevention, ventilation, light position and
length of time in front of computer
Computer May include but are not limited to: Apple Macintosh and PCs,
platforms and the various operating systems used on each.
System protection May include but are not limited to surge protection and
devices uninterruptible power supplies
Business May include cost and quality, robustness, industry standard
requirements components and capability for further system upgrades
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Environmental May include but is not limited to:
concerns recycling, safe disposal of packaging (e.g. cardboard,
polystyrene, paper, plastic) and correct disposal of
redundant hardware (e.g. motherboards, hard drives, circuit
boards) by an authorized body
handling of hazardous materials
Security threats May include eavesdropping, manipulation, impersonation,
penetration, denial of service, by-pass, hacking, viruses
Security May include privacy, authentication, authorization and integrity,
strategies and usually relates directly to the security objectives of the
organization.
Encryption May include features or protocols such as RSA public key,
facilities PGP (pretty good privacy), symmetric ciphers, asymmetric
public-key ciphers, sniffers, PKI, SSH, Deslogin, PKZIP, secure
socket layer (SSL), digital signatures
Occupational OHS precautions and measures may include against:
Health and Safety Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
Ergonomics
Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
Physiological factors – monotony, personal relationship,
work out cycle
Burglary, Fire and Power accidents such as handling of
mains electricity and handling of high-impedance devices
equipment May include:
mouse, touch pad, keyboard, pens
mobile phones, palmtops and personal digital assistants
(PDAs), laptops and desktop computers
bluetooth devices, universal serial bus (USB), firewire (IEEE
1394)
Maintenance May include on-site response, remote diagnostics or return to
depot
Components May include motherboards, CMOS battery, central processing
unit (CPU), CD and DVD drives, interface cards, drives
fax/modem cards, RAM upgrades, CPU upgrades.
Operating system May include but is not limited to Linux 6.0 or above, Windows
98 or above, Apple OS 8 or above
Evidence Guide
TOP
Variable Range
Equipment May include but is not limited to workstations, personal
computers, modems and other connectivity devices, printers,
DSL modems, hard drives, monitors, switches, hubs, personal
digital assistants and other peripheral devices
Software May include but is not limited to commercial, in-house,
packaged or customized software
Documentation May follow ISO/IEC/AS standards, audit trails, naming
standards, version control, project management templates and
report writing, maintaining equipment inventory; client training
and satisfaction reports
Requirements May be in reference to the business, system, application,
network or people in the organization
Service-level May exist for many different infrastructure services, including
agreement communications carriers, ISPs, ASPs and SLAs for vendor
products, workload and performance considerations,
expectations regarding servicing, penalties, and charge back to
business units.
Systems May include but not limited to:
architecture Operating system: Novell NetWare 5 or above or operating
system that has multi-user ability, Linux, Mac OS, Windows
2000 or above
Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
Configuration: small memory model, large memory model,
requests per second
Tools Hardware and Software
Blower
Cleaning agents(alcohol, contact cleaner)
Tool kit
Static wrist strap
Multi meter
Evidence Guide
Critical Aspects of Assessment must confirm ability to-
Competence determine the best practice for hardware and software
maintenance
set up efficient and responsive maintenance procedures to
keep equipment and software operating
Underpinning Demonstrates knowledge of:
Knowledge and client business domain
Attitudes current industry-standard hardware and software products
and its features
equipment and software maintenance
safety procedures and practices in computer maintenance
techniques and procedure in determining system's current
functionality
system performance and maintenance procedures
operation and use of diagnostic tools
Underpinning Demonstrates skills to:
Skills identify and analyze maintenance needs
analyze IT system components to be maintained
determine and apply best practices for equipment and
software maintenance
use diagnostic tools
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
1. Clean 1.1 Cleaning supplies are accessed and verified for usability
equipment on the selected equipment
1.2 Maintenance actions undertaken are recorded and
documented according to organizational procedures
1.3 Equipment are cleaned as per manufacturer specifications
and in line with organizational manuals
2. Replace and 2.1 Access consumables from storage points and record
maintain usage information in line with organizational procedures
consumables 2.2 Replace consumables when needed and log the action
and supplies undertaken
2.3 Dispose of consumables following environmental
guidelines
2.4 Test equipment to ensure it is in working order at set time
periods and in line with organizational procedures
3. Maintain 3.1 Equipment are identified which requires maintenance
equipment 3.2 Equipment is maintained as required by organizational
guidelines and manufacturer specifications.
3.3 Maintenance procedures are documented as required by
organizational guidelines.
3.4 Care is exercised to prevent interruption of business
activities during maintenance procedures
3.5 Unused equipment devices are stored in line with
manufacturer specifications and organizational guidelines
Variable Range
Tools and Hardware and Software Toolkit
Equipment Blower Static wrist strap
Cleaning agents(alcohol, Multi meter
contact cleaner)
Consumables May include disks, ribbons, printer toner, paper, cartridges,
cleaners and tape
Evidence Guide
Critical Aspects of Assessment must confirm the ability to maintain equipment in
Competence working order and to replace equipment and consumables.
Underpinning Demonstrates knowledge of:
Knowledge and OHS principles and concept
Attitudes Equipment and consumables uses and characteristics
Maintenance procedures and techniques
Chemical storage, control and disposal
Basic understanding of organizational systems, in relation
to storage and retrieval of information and equipment
Basic knowledge of current industry-accepted hardware and
software and manufacturer maintenance guides
Underpinning Demonstrates skills to:
Skills clean equipment
maintain equipment
interpreting manufacturer’s instructions
writing maintenance reports
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
Variable Range
Occupational May include but not limited to:
Health & Safety Correct posture, lighting, type of desk, type of monitor, style
(OH&S) of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer. May also include licensing-related
and physical safety considerations such as general electrical
safety and cabling, power supply and leads as they apply to
computer and peripheral installations.
Evidence Guide
Critical Aspects of Assessment must confirm the ability to
Competence apply problem solving techniques to determine the root
cause of a routine malfunction or to refer the problem
according to escalation procedures
recommend solution to the problem
Underpinning Demonstrates knowledge of:
Knowledge and Broad knowledge of help desk and maintenance
Attitudes practices
Current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
Broad knowledge of the operating system
Broad knowledge of current industry practices
Broad knowledge of diagnostic tools
Decision making within a limited range of options
Clear and precise communication that varies
according to audience
Team participation
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Time management as applied to self-management
Analytical skills in relation to routine malfunctions
Customer service skills
Questioning and active listening to clarify general
information
Underpinning Skills Demonstrates skills to:
Identify problems
Using range of formal problem solving techniques
Identifying and clarifying the nature of the problem
Devising and recommending the best solution to the
problem
Evaluating the solution
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
competence Prepared written communication following standard format
of the organization
Accessed information using communication equipment
Made use of relevant terms as an aid to transfer information
effectively
Conveyed information effectively adopting the formal or
informal communication
Underpinning Effective communication
Knowledge and Different modes of communication
Attitude
Written communication
Organizational policies
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Communication procedures and systems
Technology relevant to the enterprise and the individual’s
work responsibilities
Underpinning Follow simple spoken language
Skills Perform routine workplace duties following simple written
notices
Participate in workplace meetings and discussions
Complete work related documents
Estimate, calculate and record routine workplace measures
Basic mathematical processes of addition, subtraction,
division and multiplication
Ability to relate to people of social range in the workplace
Gather and provide information in response to workplace
Requirements
Resource The following resources must be provided:
Implications Fax machine
Telephone
Writing materials
Internet
Methods of Direct Observation
Assessment Oral interview and written test
Context for Competency may be assessed individually in the actual
Assessment workplace or through accredited institution
1. Describe team 1.1 Role and objective of the team is identified from
role and scope available sources of information
1.2 Team parameters, reporting relationships and
responsibilities are identified from team discussions and
appropriate external sources
2. Identify own 2.1 Individual role and responsibilities within the team
role and environment are identified
responsibility 2.2 Roles and responsibility of other team members are
within team identified and recognized
2.3 Reporting relationships within team and external to
team are identified
3. Work as a 3.1 Effective and appropriate forms of communications used
team member and interactions undertaken with team members who
contribute to known team activities and objectives
3.2 Effective and appropriate contributions made to
complement team activities and objectives, based on
individual skills and competencies and workplace context
3.3 Observed protocols in reporting using standard operating
procedures
3.4 Contribution is made to the development of team work
plans based on understanding of team’s role and
objectives and individual competencies of the members.
Variable Range
Role and Work activities in a team environment with enterprise
objective of team or specific sector
Limited discretion, initiative and judgment maybe
demonstrated on the job, either individually or in a team
environment
Sources of Standard operating and/or other workplace procedures
information Job procedures
Machine/equipment manufacturer’s specifications and
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instructions
Organizational or external personnel
Client/supplier instructions
Quality standards
OHS and environmental standards
Workplace Work procedures and practices
context Conditions of work environments
Legislation and industrial agreements
Standard work practice including the storage, safe
handling and disposal of chemicals
Safety, environmental, housekeeping and quality
guidelines
Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
competence Operated in a team to complete workplace activity
Worked effectively with others
Conveyed information in written or oral form
Selected and used appropriate workplace language
Followed designated work plan for the job
Reported outcomes
Underpinning Communication process
Knowledge and Team structure
Attitude
Team roles
Group planning and decision making
Underpinning Communicate appropriately, consistent with the culture of
Skills the workplace
Resource The following resources must be provided:
Implications Access to relevant workplace or appropriately simulated
environment where assessment can take place
Materials relevant to the proposed activity or tasks
Methods of Competency may be assessed through:
Assessment Observation of the individual member in relation to the work
activities of the group
Observation of simulation and / or role play involving the
participation of individual member to the attainment of
organizational goal
Context for Competency may be assessed in workplace or in a simulated
Assessment workplace setting
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Occupational Standard: Information Technology Support Service Level II
Unit Title Develop Business Practice
Unit Code ICT ITS2 11 0811
Unit Descriptor This unit specifies the outcomes required to establish a
business operation from a planned concept. It includes
researching the feasibility of establishing a business
operation, planning the setting up of the business,
implementing the plan and reviewing operations once
commenced.
Variable Range
Business expected financial viability
opportunities skills of operator
maybe influenced amount and types of finance available
by: returns expected or required by owners
likely return on investment
finance required
lifestyle issues
Business viability opportunities available
may include: market competition
timing/ cyclical considerations
skills available
resources available
Evidence Guide
Critical Aspects of A person must be able to provide evidence:
Competence that a business operation has been planned and
implemented from initial research into feasibility of the
business and completion of the plan, through to
implementing the plan and commencing operations
the ability to evaluate the results of research and assess
the likely viability and practicability of a business
opportunity, taking into account the current
business/market climate and resources available
Underpinning Demonstrate knowledge and attitudes on:
Knowledge and Federal and regional government legislative requirements
Attitudes affecting business operations, especially in regard to
occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-
discrimination
Technical or specialist skills relevant to the business
operation
Financing options
Business systems and operations
Relevant marketing, management, sales and financial
concepts
Methods for researching business opportunities
Principles of risk management relevant to the business
Methods of identifying relevant specialist services to
complement the business
Forms and administrative systems
Services available and charges
Planning and control systems (sales,
Variable Range
Quality control Quality control procedures may include:
procedures standards imposed by regulatory and licensing bodies
enterprise quality procedures
working to a customer brief or batch card and associated
quality procedures
checklists to monitor job progress against agreed time,
costs and quality standards
preparation of sampling plans
the use of hold points to evaluate conformance
the use of inspection and test plans to check compliance
Methods for Methods for statistical analysis may include:
statistical analysis means
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median
mode
ranges
standard deviations
statistical sampling procedures
Problem solving Problem solving techniques may include:
techniques identifying inputs and outputs
sequencing a process
identifying and rectifying a problem step
root cause analysis
implementing preventative strategies
Quality Quality improvement tools and techniques may include:
improvement tools run charts, control charts, histograms and scattergrams
and techniques to present routine quality control data
plan, do, check, act (PDCA)
Ishikawa fishbone diagrams and cause and effect
diagrams
logic tree
similarity/difference analysis
Pareto charts and analysis
force field/strength weakness opportunities threats
(SWOT) analysis
Sustainable energy Sustainable energy principles and work practices may
principles and work include:
practices examining work practices that use excessive electricity
switching off equipment when not in use
regularly cleaning filters
insulating rooms and buildings to reduce energy use
recycling and reusing materials wherever practicable
minimizing process waste
Relevant personnel Communication to relevant personnel may involve:
supervisors, managers and quality managers
administrative, laboratory and production personnel
internal/external contractors, customers and suppliers
Reporting Reporting may include:
verbal responses
data entry into laboratory or enterprise database
brief written reports using enterprise proformas
Quality Quality improvement opportunities could include improved:
improvement production processes
opportunities hygiene and sanitation procedures
reductions in waste and re-work
laboratory layout and work flow
safety procedures
communication with customers
methods for sampling, testing and recording data
Occupational health OHS and environmental management requirements:
Evidence Guide
Critical Aspects of Assessors should ensure that candidates can:
Competence use the enterprise's quality systems and business goals
as a basis for decision making and action
apply all relevant procedures and regulatory requirements
to ensure the quality and integrity of the products/services
or data provided
apply and promote sustainable energy principles and work
practices
detect non-conforming products or services in the work
area
follow enterprise procedures for documenting and
reporting information about quality
contribute effectively within a team to recognize and
recommend improvements in productivity and quality
apply effective problem solving strategies
implement and monitor improved practices and
procedures
Underpinning Demonstrates knowledge of:
Knowledge and specifications for laboratory products and services in the
Attitudes candidate's work area
quality requirements associated with the individual's job
function and/or work area
scientific and technical knowledge underpinning the
processes, procedures, equipment and instrumentation
associated with the candidate's work tasks and duties
workplace procedures associated with the candidate's
regular technical duties
sustainable energy principles
relevant health, safety and environment requirements
layout of the enterprise, divisions and laboratory
organizational structure of the enterprise
lines of communication
role of laboratory services to the enterprise and customers
methods of making/recommending improvements
Standards, procedures and/or enterprise requirements
Underpinning Skills Demonstrates skills to:
NQTF Level I
Variable Range
Occupational Health May include but not limited to:
& Safety (OH&S) Occupational health and Safety aspects of relevant
organizational activities must be considered May include
correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length
of time in front of computer. May also include licensing-
related and physical safety considerations such as general
electrical safety and cabling, power supply and leads as
they apply to computer and peripheral installations
Peripherals May include but not limited to:
printers, scanners, tape cartridges
speakers, multimedia kits
personal computer, modems
input equipment may include mouse, touch pad,
keyboard, pens
mobile phones, palmtops and personal digital assistants
(PDAs), laptops, and desktop computers
bluetooth devices, universal serial bus (USB), firewire
(IEEE 1394)
Organizational personal use of emails and internet access, content of
standards emails, downloading information and accessing particular
websites, opening mail with attachments, virus risk (MS
windows OS and Mac OS only), dispute resolution,
document procedures and templates, communication
methods and financial control mechanisms
Appropriate person supervisor, teacher, authorized business representative or
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence safely connect hardware peripherals according to
vendor instructions with a minimum of down time to the
system (competence is required in the connection of five
different peripherals)
ability to interpret vendor manuals in relation to the
storage and connection of hardware peripherals
application of OHS regulations relating to working
with electrical equipment
ability to connect a workstation or networked
computers to the internet
Underpinning Demonstrates knowledge of:
Knowledge and OHS procedures for electrical equipment
Attitudes inventory procedures
organizational guidelines relating to external
suppliers and vendors
technical systems
operating systems
creating communication with ISP and telecom
service organizations
help desk and maintenance practices
current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
input/output devices the range of internet service
providers (ISPs) and the varying plans, technologies and
services they offer
Underpinning Skills Demonstrates skills to:
Connect hardware peripherals
Connect workstation to the internet
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace and OHS practices.
Methods of Competency may be assessed through:
Assessment Interview / Written Test / Oral Questioning
Observation / Demonstration
TOP
Occupational Standard: Information Technology Support Service Level I
Unit Title Install Software Application
Unit Code ICT ITS1 02 0811
Unit Descriptor This unit defines the competence required to install or
upgrade basic software applications using a commercial
applications program.
Variable Range
Client May include but not limited to:
internal departments, external organizations, individual
people and internal employees
Application May include but not limited to:
program database programs, word processors, email programs,
internet browsers ,system browsers and spreadsheets
Licensing May include but not limited to:
requirements type of license, cost of license, support provided, and
number of licenses required
Computer May include but not limited to:
laptops, workstations and servers
Hardware May include but not limited to:
workstations, personal computers
modem or other connectivity device, including dsl
modems
networks
remote sites
servers
Operating System May include but not limited to:
Linux 7.0 or above, Windows 2000 or above, Apple OS X
or above.
Software May include but not limited to:
commercial software applications; organization-specific
software
Impact May be in relation to installation time, effect on normal
business, problems and data entry.
Organizational May include but not limited to:
requirements guidelines, corporate purchasing, licensing arrangements
Evidence Guide
Critical aspects of Assessment must confirm the ability to install software
Competence applications through operating system instructions and to
configure computer to accept new software or upgrade.
Underpinning Demonstrates knowledge of:
Knowledge and organizational guidelines for purchasing
Attitudes licensing arrangements and responsibilities
software copyright responsibilities
operating systems supported by the organization
hardware storage devices
input/output devices
client business domain
technical writing and reporting
Underpinning Demonstrates skills to:
Skills determine software or software upgrade requirements
provide general customer service
perform decision making in a limited range of options
problem solving of known problems in routine procedures
plain English literacy and communication skills in relation to
the presentation of information
report writing skills for business requiring some analysis and
evaluation of information in a defined range of areas
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
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Occupational Standard: Information Technology Support Service Level I
Unit Title Record Client Support Requirements
Unit Code ICT ITS1 03 0811
Unit Descriptor This unit defines the competence required to record,
prioritize and escalate client support requests.
1. Log requests 1.1 Client support requests and requirements are recorded
for support according to organizational standards
1.2 Client support history and details are reviewed
1.3 The information is checked and requested for accuracy
and urgency according to organizational standards
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence accurately log calls and record,
prioritize and escalate client support requests according
to organizational policy and procedures
Underpinning Demonstrates knowledge of:
Knowledge and organizational procedures for rating and prioritizing client
Attitudes requests
broad knowledge of escalation procedures
roles and responsibilities of it division
broad knowledge of maintenance procedures
business scheduling requirements
current business practices in relation to preparing reports
and documents
broad knowledge of diagnostic tools
basic analytical concepts for questioning and gathering
information
Underpinning Skills Demonstrates skills to:
log requests for support
perform questioning and active listening in clarifying
client requirements and gathering important information
customer service skills in relation to receiving requests
for support
skills in handling difficult clients in relation to receiving
requests for support
conflict resolution skills in relation to receiving requests
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for support
writing reports and workplace documentation
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
TOP
Occupational Standard: Information Technology Support Service Level I
Unit Title Protect Application or System Software
Unit Code ICT ITS1 04 0811
Unit Descriptor This unit defines the competence required to keep application
or system software working effectively. It includes detecting
and removing destructive software
1. Ensure user 1.1 Modify default user settings to ensure that they conform
accounts are to security policy
controlled 1.2 Previously created user settings are modified to ensure
they conform to updated security policy
1.3 Ensure legal notices displayed at logon are appropriate
1.4 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity
1.5 Emails are monitored to uncover breaches in compliance
with legislation
1.6 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
Variable Range
Destructive May include but not limited to:
Software Viruses, File viruses, System sector viruses, Macro viruses,
Worms, Trojans, Logic bombs and Spy ware
Virus protection May include but not limited to:
There are various antivirus software applications available.
Some include: F-Secure, McAfee, Panda Antivirus,
Protector Plus Antivirus, Symantec's Norton Antivirus,
Command Antivirus, Vet. AMI virus
Operating system May include but not limited to:
Linux 6.0, 7.0 or above, Windows 98, Windows 2000 or
above, Apple OS 8 or above
Software Updates May include but not limited to:
Service packs and service releases, Security patches,
Automatic online updates, and Virus scanning engine
Updates and Virus definition updates
Spam May include but not limited to:
unsolicited commercial electronic messaging, where
electronic messaging covers emails, instant messaging,
SMS and other mobile phone messaging, but does not
cover normal voice-to-voice communication by telephone
Evidence Guide
Critical aspects of Assessment must ensure the ability to establish :
Competence safe work practices,
siting requirements for system hardware and associated
peripheral devices,
maintenance practices and determine appropriate
hardware quality standards
Assessment must confirm the ability to identify, isolate
and protect a system from destructive software by
installing virus protection and software updates and to
identify and take counter-action against SPAM.
Underpinning Demonstrates knowledge of:
Knowledge and General OH&S principles and responsibilities
Attitudes OH&S principles specific to equipment powered by
mains electricity
Viruses, worms and other security issues
System hardware and associated peripherals functions
Potential environmental effects of common types of
hardware
Importance of maintenance
Handling of high-impedance devices
Communication skills
Span of quality levels in common hardware
Software related to hardware operations
Basic knowledge of identification of spam and virus
intrusions and appropriate remedial action
Broad general knowledge of operating systems
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supported by the organization
Broad general knowledge of computer hardware
Basic knowledge types protective applications used
against viruses and spam
Spam Act and associated guidelines
Underpinning Demonstrates skills to:
Skills Establish location requirements for hardware and
peripherals
Establish maintenance practices
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment, and
to information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
TOP
Occupational Standard: Information Technology Support Service Level I
Maintain Inventories of Equipment, Software and
Unit Title
Documentation
Unit Code ICT ITS1 05 0811
Unit Descriptor This unit defines the competence required to record and store
details of software, hardware and technical documentation.
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence accurately and regularly update and maintain the
software, equipment and technical documentation
inventory according
identify storage and retrieval policy and procedures
software licensing requirements are adhered to
according to vendor specifications
inventories are regularly accessed and kept up-to-date
demonstrate workplace documentation and
maintenance of technical manual
Underpinning Demonstrates:
Knowledge and Basic understanding of software licensing requirements
Attitudes Broad knowledge of inventory principles and procedures
Storage of equipment and software
Inventory principles and concept; techniques and
procedures
Underpinning Demonstrates skills to:
Skills perform inventory activities
document and update inventory
TOP
Occupational Standard: Information Technology Support Service Level I
Unit Title Operate Personal Computer
Unit Code ICT ITS1 06 0811
Unit Descriptor This unit defines the competence required to operate a
personal computer, including starting the PC, logging in, using
and understanding desktop icons and their links to underlying
programs, navigating a directory structure, saving work,
printing, closing down the PC and word processing .
1. Start the 1.1 Peripheral device connections for correct position are
computer checked
1.2 Input voltage for the device based on the OHS
standards are checked
1.3 Power at both the power point and computer are
switched on
2. Access basic 2.1 User name and password are inserted as prompted and
system noted access, privacy, security and related conditions of
information use displayed on introductory screens
2.2 Operating system are navigated to access system
information to identify system configuration and
application versions in operation
2.3 On-line help functions are used as required
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3. Navigate and 3.1 Desktop icons are created and customized
Manipulate 3.2 Desktop icons are selected, opened and closed to access
desktop application programs
environment
3.3 Application windows are manipulated and desktop
returned to original conditions
4. Organize basic 4.1 Directories and subdirectories are created and named
directory/ folder 4.2 Attributes of directories are identified
structure and
files 4.3 Subdirectories between directories are moved
4.4 Directories as required are renamed
4.5 Directories and subdirectories are accessed via different
paths
5. Organize files 5.1 System browser are used to search drives for specific
for user and/or files
organisation 5.2 Most commonly used types of files in the directories are
requirements accessed
5.3 Groups of files are selected, opened and renamed as
required
5.4 Files between directories are moved
5.5 Files to disks are copied
5.6 Deleted files are restored as necessary
5.7 Disks are erased and formatted as necessary
6. Print 6.1 Printers are added if required and ensured to have
information correct printer settings
6.2 Default printer are changed if appropriate
6.3 Information is printed from an installed printer
7. Operate 7.1 Documents and customize basic settings are created to
application meet page layout conventions
software 7.2 Document and create tables are formatted
7.3 Images and use mail merge are added
7.4 Basic print settings and print documents are selected
Variable Range
Peripheral device May include but not limited to:
mouse, keyboard, visual display unit, monitor and printer
OHS standards May include but not limited to:
correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
Evidence Guide
Critical aspects of Must confirm the ability to use software, navigate around
Competence the desktop, use system features to perform tasks, and
save results of work
Must ensure the ability to create open and retrieve
documents, customize basic settings, format documents,
create tables, add objects and images, and save and print
documents
Underpinning Demonstrates knowledge of:
Knowledge and Organizational benchmarks for minimum typing skills,
Attitudes including speed and accuracy
Creating and opening documents
Formatting documents
Inserting tables and images
Saving, printing and closing documents
Variable Range
Quality check Visual inspection
Physical output/outcome
Check against design/specifications
Quality standards Materials
Component parts
Final product / service
Processes / procedures
Quality Product / application variations
parameters Materials and documentation
Damage and imperfections
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence Checked completed work continuously against workplace
standard
Identified and isolated faulty parts or final product
Checked received materials, component parts or final
product against workplace standards
Identified and applied corrective actions on the causes of
Variable Range
Duties and Job description and employment arrangements
responsibilities Organization’s policy relevant to work role
Organizational structures
Supervision and accountability requirements including OHS
Code of conduct
Work group Supervisor or manager
Peers/work colleagues
Other members of the organization
Feedback on Formal/Informal performance appraisal
performance Obtaining feedback from supervisors, colleagues and clients
Personal, reflective behavior strategies
Routine organizational methods for monitoring service
delivery
Providing support Explaining/clarifying
to team members Helping colleagues and providing encouragement
Providing feedback to another team member
Undertaking extra tasks if necessary
Organizational Goals, objectives, plans, system and processes
requirements Legal and organization policy/guidelines
OHS policies, procedures and programs
Ethical standards
Defined resources parameters
Quality and continuous improvement processes and
standards
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence provided support to team members to ensure goals are met
acted on feedback from clients and colleagues
accessed learning opportunities to extend own personal
work competencies to enhance team goals and outcomes
TOP
Occupational Standard: Information Technology Support Service Level I
Unit Title Receive and Respond to Workplace Communication
Unit Code ICT ITS1 09 0811
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
receive, respond and act on verbal and written communication.
Variable Range
Written notices Refers to :
and instructions Handwritten and printed material
Internal memos
External communications
Electronic mail
Briefing notes
General correspondence
Marketing materials
Journal articles
Organizational May include:
Guidelines Information documentation procedures
Company policies and procedures
Organization manuals
Service manual
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence Demonstrated knowledge of organizational procedures for
handling verbal and written communications
Received and acted on verbal messages and instructions
Demonstrated competence in recording
instructions/information
Underpinning Knowledge of organizational policies/guidelines in regard to
Knowledge and processing internal/external information
Attitudes Ethical work practices in handling communications
Communication process
TOP
Occupational Standard: Information Technology support service
Unit Title Demonstrate Work Values
Unit Code ICT ITS1 10 0811
Unit Descriptor This unit covers the knowledge, skills, and attitude in
demonstrating proper work values.
Evidence Guide
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Critical Aspects Assessment requires evidence that the candidate:
of Competence Defined one’s unique sense of purpose for working
Clarified and affirmed work values/ethics/concepts
consistently in the workplace
Demonstrated work practices satisfactorily and consistently
in compliance with industry work ethical standards,
organizational policy and guidelines
Demonstrated personal behavior and relationships with co-
workers and/or clients consistent with ethical standards,
policy and guidelines
Used company resources in accordance with company
ethical standard, policies and guidelines.
Followed company ethical standards, organizational policy
and guidelines on the prevention and reporting of unethical
conduct/behavior
Underpinning Occupational health and safety
Knowledge Work values and ethics
Company performance and ethical standards
Company policies and guidelines
Fundamental rights at work including gender sensitivity
Work responsibilities/job functions
Corporate social responsibilities
Company code of conduct/values
Balancing work and family responsibilities
Underpinning Interpersonal skills
Skills Communication skills
Self awareness, understanding and acceptance
Application of good manners and right conduct
Resource The following resources must be provided:
Implications Workplace or assessment location
Case studies/Scenarios
Methods of Competency may be assessed through:
Assessment Interview
Demonstration/Observation
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting
TOP
Variables Range
Classification Private vs public
Profit vs non-profit
Formal vs Non-formal
Individual vs Community
Local vs Foreign
Business vs Social
Small vs Large
Manufacturing vs Service
Consumer vs Industrial
Major factors Economics (local economy)
Population
competition
Three alternative Buying an existing business
Starting a new business
Operating a franchising business
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence explained principles and concept of entrepreneurship
discussed how to become entrepreneur
discussed how to organize an enterprise
discussed how to operate an enterprise
develop business plan
Underpinning Demonstrate knowledge of:
Knowledge and Entrepreneurship principles, concepts and terminologies
Attitudes Entrepreneurial competence
Entrepreneurial motivation
Risk assessment and evaluation
Principles and process of negotiations
Self-management and self-employment
Managing sales, people and time
Factors in setting up small and medium business
Small and Medium Enterprise
Business plan development
Discussion techniques and procedures
Variable Range
Elements of QA corrective action
system mission statements
monitoring procedures
SOPs
work instructions
PDCA concept
5S 5S is a system of work organization originally developed in
Japan based around housekeeping principles. A close
translation of the five stages in the housekeeping approach
is:
sort
set in order
shine
standardize
sustain
Japanese terms:
seiri - eliminating everything not required for the work
being performed (sort)
seiton - efficient placement and arrangement of equipment
and material (set in order)
seison - tidiness and cleanliness (shine)
seiketsu - ongoing, standardised, continually improving
seiri,
seiton, seison
shitsuke - discipline with leadership
Items in the work Includes:
area tools
jigs/fixtures
materials/components
plant and equipment
manuals
personal items (e.g. bags, lunch boxes and posters)
safety equipment and personal protective equipment
other items which happen to be in the work area
Evidence Guide
Critical Aspects of A person who demonstrates competence in this unit must be
Competence able to provide evidence of the ability to:
identify own tasks and responsibilities and relate them to
organization and customer requirements
identify and explain the stages of 5S
implement 5S in own work area
identify waste (muda) in the work area
routine practice of 5S as part of their job
Underpinning Demonstrates knowledge of:
Knowledge and operations and processes relevant to own job
Attitudes basic principle of quality assurance system and its elements
quality procedures and continuous improvement (kaizen)
meaning and application of 5S steps to own job and work
area
principles of efficient workplace organization
purposes of 5S
methods of making/recommending improvements
Underpinning Demonstrates skills to:
Skills communicating with others to clarify issues during 5S
implementation, communicate results and contribute
suggestions for improvement
visualizing operations in terms of flow and contribution to
customer outcomes
planning own tasks in implementation of 5S
implementing 5S in own work area according to instructions
identifying waste (muda)
organizing, prioritizing activities and items
reading and interpreting documents describing procedures
recording activities and results against templates and other
prescribed formats
working with others
solving problems
Resources Access may be required to:
Implication workplace procedures and plans relevant to work area
specifications and documentation relating to planned,
currently being implemented, or implemented changes to
work processes and procedures relevant to the candidate
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documentation and information in relation to production,
waste, overheads and hazard control/management
reports from supervisors/managers
case studies and scenarios to assess responses to
contingencies
Methods of A holistic approach should be taken to the assessment.
Assessment Competence in this unit may be assessed by using a
combination of the following to generate evidence:
demonstration in the workplace
workplace projects
suitable simulation
case studies/scenarios (particularly for assessment of
contingencies, improvement scenarios, and so on)
targeted questioning
In all cases it is expected that practical assessment will be
combined with targeted questioning to assess underpinning
knowledge.
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting. Assessment of performance must
be undertaken in a workplace using or implementing 5S as
competitive systems and practices.
Level V
IT Service Management
industry, academe and government agencies who donated their time and expertise
We would like also to express our appreciation to the Staff and Experts of Ministry of
This occupational standard was revised and finalized on August 2011 Addis Ababa,
Ethiopia.