Assessor's comments

Assessor
Qualification BTEC Level 3 in IT name G. Tomlinson
Unit 13 Unit 13: IT Systems Learner
Unit number and title
Troubleshooting& Repair name

Start Date Deadline 01/12/14

Assignment title 2 of 2 Dealing with Faults

Overall Grade

QCF Code A/601/7280 Credits 10 Credits

First submission /
resubmission?* Date submitted

Resubmission
authorisation by Lead Date
Internal Verifier*

* 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 Communicate effectively with users during fault diagnosis activities
Justify an appropriate remedy for a complex hardware and a complex
M2
software fault
M3 Maintain data security and integrity when applying fault remedies
D2 Compare a range of hardware and software troubleshooting tools

1
Maths feedback English feedback

Assessor feedback

Action plan

Assessor signature G. Tomlinson Date

Learner signature Date

2
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)

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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

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 This brief has been verified as being fit for purpose
Assessor G. Tomlinson
Signature G. Tomlinson Dat 21/09/14
e
Internal verifier
Signature Dat
e

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 To achieve a Merit your To achieve a Distinction your

evidence must show that evidence must show that you evidence must show that you are
you are able to: are able to: able to

P1 explain the impact of M1 communicate effectively with D1 examine the potential impact
organisational policies on the users during fault diagnosis of faults on an organisation*
troubleshooting and repair activities
process*

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
M2 justify an appropriate remedy D2 compare a range of hardware
for a complex hardware and and software troubleshooting
a complex software fault
tools.
M3 maintain data security and
integrity when applying fault
remedies.

P5 demonstrate good working

practices when applying fault
remedies

P6 keep accurate records of

fault diagnosis and repair
activities.

5
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
3 1 0
2
All of the time Some correct Unable to work
Chose correct Most of the time
calculations chosen independently to
calculations
independently select calculations
independently

3 2 1 0
Carried out
All of the time Most of the time Some of the time Incorrect working
calculations
out.
accurately

2 1 0
Used appropriate 3 Units used Units used Units used are
units All of the time accurately accurately some of incorrect or units
(MB, GB, KB, etc) throughout the the time. Some are not shown for
work omissions or errors most calculations

0
3 2 1
Work is set out in a Unable to work
All of the time Most of the time Some of the time.
logical way which independently to
shows methods show methods and
used logical calculations.

Total

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

6
 Written Assessment
Work is clear, 3 2 1 0
organised and is All of the time Most of the time Some of the time Insufficiently clear,
relevant for the organised or
intended reader relevant

Format is suitable N/A N/A 1 0

for the reader and Yes No
purpose (e.g.
formal / informal /
letter / email /
report etc)

Spelling (generally) N/A 2 1 0

including 100 Mostly accurate Some Not accurate
generic words Accuracy
list

Words from ‘100 3 2 1 0

key words’ for All of the time Mostly accurate Some Not accurate
vocational area are accuracy
spelt correctly.

Punctuation 3 2 1 0
(including cap Mostly accurate Reasonably Some accuracy Insufficient
letters) accurate accuracy

Grammar (tenses, 3 2 1 0
sentence structure, Mostly accurate Reasonably Some Insufficient
subject verb accurate accuracy accuracy
agreement etc.)

Total

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Start assignment here with front cover, title, and
name with start date (Delete this message).