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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION THAT HAS PASSED THE END DATE: 

Diploma: Information Technology - Networking 
SAQA QUAL ID QUALIFICATION TITLE
49733  Diploma: Information Technology - Networking 
ORIGINATOR
College Campus 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CHE - Council on Higher Education  HEQSF - Higher Education Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Diploma  Field 10 - Physical, Mathematical, Computer and Life Sciences  Information Technology and Computer Sciences 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  244  Level 5  Level TBA: Pre-2009 was L5  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Passed the End Date -
Status was "Registered" 		 SAQA 2855/04  2004-08-11  2006-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-06-30   2011-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose

The qualification is designed for technically-oriented learners who wish to follow a career in networking. The qualification also equips learners with a clear understanding of various networking operating systems and applications. It focuses on client network operating systems, server network operating systems, network infrastructure design, network infrastructure administration, network infrastructure security, directory services administration, migrating network operating systems, open source network operating systems, data transfer network operating systems, project management and helpdesk management.

The purpose of this qualification is to give learners the required knowledge and skills to take up positions in business requiring an in depth technical competence. Learners will be qualified to build, repair and maintain computers and networks. They will also be equipped to design, develop and implement networks for companies.Learners should develop a full grasp of the relevant IT concepts, with specific emphasis on the technical side, to be able to analyze requirements, interpret them and design and implement technical solutions.

The qualification also develops a strong theoretical background in all aspects of maintaining and building computers and networks. In hardware training, learners build, configure, install and analyse computers and networks. Software training is on an industry standard and learners have access to individual workstations.This qualification will further provide learners with the essential life skills required to operate efficiently in the corporate world and to empower themselves to embark on the path of life long learning. It serves as a steppingstone for learners wishing to further their careers in Information Technology and thus contribute to the elimination of deficiencies caused by an unequal previous dispensation.

Rationale

With the rapid growth in information technology, there is an ever-increasing need for networking. This has led to the development of various networking operating systems, such as Novell Netware, Microsoft Windows and Linux, with the resultant increase in demand for skilled people to administer these systems.

This qualification equips learners with the ability to set up, administer and manage networks with the appropriate operating system for any environment ranging from corporate to medium and small concerns. The qualification is practically-oriented, focusing on network technology, network operating systems and network management.

The generic learning offerings in the curriculum, particularly in the first year, ensure a high degree of portability and enable learners to enter multiple job roles and careers in their quest to meet individual and organisational requirements.

This qualification serves a good platform to enter the sub-field of information technology. The focus on networking allows for some element of specialization within the field. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that learners have English and communication skills at one level below that required for the fundamental components of the qualification. It will be expected that the learners entering the programme will have developed a thorough understanding of:
  • The importance of the level of maturity and discipline needed by a learner to succeed in a programme of this nature and intensity.
  • The existence of cultural barriers, which hamper effective communication between learners, peers and facilitators.

    It is further required that the learner will have acquired the following prerequisite knowledge prior to gaining access to the programme:
  • An adequate vocabulary for tertiary study.

    The importance of behavioural codes and practices that are in keeping with a tertiary educational environment.

    In keeping with the objectives on the NQF, RPL would be used as a vehicle to promote access. The SAQA registered fundamental unit standards will be used as entry requirements to measure the entry requirements articulated above.

    Recognition of Prior Learning (RPL)

    Recognition of Prior Learning is accepted by College Campus as an integral facet of facilitating life long learning with learners. College Campus therefore recognized the need and the right of learners to apply for recognition of prior learning when approaching College Campus to register.

    All applications for RPL will be dealt with in accordance with the accepted RPL policy and could lead to a prospective learner not only gaining access to College Campus without having obtained a matriculation Certificate, but even getting credits / exemptions on the basis of skills or knowledge gained previously.

    As stipulated in the College Campus RPL policy, evaluations of RPL requests will be handled by the Academic Management Committee. Applicants could be expected to submit a portfolio or to undergo a formal evaluation session. All RPL evaluations are externally moderated.

    Access to qualification:

    Admission to the Diploma in Information Technology Networking Year 1 will only be granted if the learner has successfully attained a Grade 12, or equivalent NQF Level 4 qualification.Although it is not compulsory, it is recommended that learners have Grade 12 (matric) Mathematics Standard Grade.

    The following prerequisite skills are necessary to gain acceptance to this learning programme:
  • The ability to analyse, interpret and critically evaluate written and verbal information.
  • The ability to communicate clearly and correctly in a written form.
  • The ability to effectively communicate with facilitators and peer.
  • The ability to overcome cultural barriers in order to communicate effectively.
  • The ability to design and implement innovative solutions, which are based on newly, acquired knowledge, problems encountered and guidelines provided.
  • An intermediate level of numeric and mathematical skills.

    It will be expected that the learners entering the programme will have developed a thorough understanding of:
  • The importance of the level of maturity and discipline needed by a learner to succeed in a programme of this nature and intensity.
  • The existence of cultural barriers, which hamper effective communication between learners, peers and facilitators.

    It is further required that the learner will have acquired the following prerequisite knowledge prior to gaining access to the programme:
  • Knowledge of basic arithmetic and mathematical skills.
  • An adequate vocabulary for tertiary study.
  • The importance of behavioural codes and practices that are in keeping with a tertiary educational environment.

    Admission to the Diploma in Information Technology Networking Year 2 will only be granted if the learner has successfully completed the 1st year of study and passed the pre-requisite core modules:
  • Computer Architecture (CORE)
  • Network Architecture (CORE)
  • Helpdesk (CORE)

    Criteria A
  • A Senior Certificate

    Criteria B
    Prospective learner applicants without a valid Senior Certificate will only be considered under the following terms and conditions:
  • If the applicant is 23 years of age or older.
    or
  • If the applicant has been employed in an Information Technology related field for a minimum of two years.

    Applicants may be required to submit a portfolio of evidence or undergo a formal and structured assessment to determine the degree to which the individual competently demonstrates the necessary pre-requisite skill and/or knowledge.

    Criteria C
    The Academic Management Committee will conduct interviews with learners who are not in possession of a Senior Certificate in the event that the learner submits Information Technology Certificates previously earned as proof of prior learning. The purpose of such an interview will be to determine whether the learners' prior leaning can be recognized as an entry level to this qualification.

    Criteria D
    The Academic Management Committee will evaluate applications to ascertain whether certain credits or exemptions may be granted in the event that a perspective learner has studied a similar IT programme at another Institution of Higher Education. These evaluations will be conducted provided that the programme completed has, at least, a 60% similarity to the programme offered by College Campus. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    Level, credits and learning components assigned to qualification

    Compulsory modules: Year 1

    NQF Level 3
    Computer Literacy: 6
    Electronic Mail: 3

    Total Credits: 9

    NQF Level 4
    Word Processing: 4
    Spreadsheets: 5
    Presentation Graphics: 4
    Database Introduction: 4
    IT Business Practice: 7
    Web Development I: 13

    Total Credits: 37

    NQF Level 5
    Computer Architecture: 20
    Help Desk: 10
    Database Advanced: 7
    Networking Architecture: 19
    Programming I: 18

    Total Credits: 74

    Compulsory modules: Year 2

    NQF Level 5
    Client Network Operating Systems: 15
    Server Network Operating Systems: 15
    Network Infrastructure Administration: 12
    Directory Services Administration: 12
    Network Infrastructure Design: 9
    Design Network Infrastructure Security: 13
    Migrating Network Operating Systems: 10
    Data Transfer Network Operating Systems: 12
    Open Source Network Operating Systems: 14
    Helpdesk Management: 6

    Total Credits: 118

    NQF Level 6
    Project Management: 6

    Total Credits: 6 

    EXIT LEVEL OUTCOMES 
    Module: Computer Literacy

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Organise and manage oneself and ones activities.
  • Communicate effectively

    Educational Outcomes

    1. Use the Typing Tutor
    2. Find way around Windows NT
    3. Use Windows Hierarchy
    4. Organize files and folders
    5. Use Accessories effectively
    6. Effective use of Internet
    7. Use Outlook
    8. Use Printing
    9. Use Help

    Module : Helpdesk

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively.

    Educational Outcomes

    1. Understand the Helpdesk
    2. Demonstrate Customer Service
    3. Display General communication
    4. Show good Writing Skills
    5. Presentation skills
    6. Understand Internal vs. Manufacturing Support
    7. Understand three tier support model
    8. Explain Support calls
    9. Support problems and solutions
    10. Demonstrate Tools used for support
    11. Understand role of the support person

    Module: Word Processing

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Apply Basic Functions of MS Word
    2. Creat and manipulate data in a document
    3. Creat HTML documents
    4. Use templates in Word
    5. Calculate in a word document
    6. Apply styles to a word document

    Module: Spreadsheets

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Perform Basic functions of MS Excel. Creating and editing a worksheet
    2. Chart worksheet data
    3. Manage and analyse a Workbook
    4. Use the Find and Replace,Sort, Filter functions

    Module: Presentation Graphics

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively

    Educational Outcomes

    1. Perform Basic functions of MS PowerPoint. Creating a presentation
    2. Modify and refine a presentation
    3. Copy and link between word, excel, and PowerPoint
    4. Advance presentation features
    5. Create a presentation for a kiosk on the Web

    Module: Web Development 1

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively

    Educational Outcomes

    1. Understand Website Development
    2. Design aesthetics and concepts of website development
    3. Demonstrate IT Project Management Fundamentals
    4. Show HTML Coding and embedded scripting techniques

    Module : Database Introduction

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational outcome

    1. Design and plan a database

    Module : Database Advanced

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes
  • Retrieve information from an existing database by using query, select and sort tools.
  • Demonstrate more advanced features such as creating and modifying reports.

    Module : Electronic Mail

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively.

    Educational Outcomes

    1. Use electronic mail software

    Module : Network Architecture

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively.

    Educational Outcomes

    1. Show an understanding of network capabilities of windows operating systems
    2. Understand Network media and topology styles
    3. Explain Standard network protocols and basic network standards
    4. Troubleshoot basic network support problems

    Module : Computer Architecture

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcome

    1. Install, configure and upgrade a desktop computer system
    2. Diagnose and troubleshoot basic desktop computer system problems
    3. Understand preventative maintenance on desktop computer systems
    4. Identify specific categories and principles of motherboards, processors and memory in desktop computer systems
    5. An understand basic printer components, concepts and types
    6. Knowledge of basic networking concepts and terminology
    7. Demonstrate an understanding of operating system fundamentals
    8. Understand installing, configuring and upgrading common operating systems for desktop computer systems
    9. Diagnose and troubleshoot common operating system problems

    Module : IT Business Practice

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Oral communication and evaluate spoken texts
    2. Read, analyse and respond critically to a variety of texts produced for a range of purposes, audiences and contexts
    3. Write for a wide range of contexts
    4. Language and communication in occupational learning programmes
    5. Entrepreneurship and identify entrepreneurial qualities
    6. The ability to start and run a small business
    7. Ability to adapt to changing business environment
    8. Identify and describe the different forms of ownership
    9. Identify contracts and their sources
    10. Demonstrate an understanding of a generalbusiness plan

    Module : Programming 1

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively.

    Educational Outcomes

    1. Conceptualise and design a solution for aproblem using programming logic
    2. Develop an event driven interface using an object orientated programming language
    3. Implement algorithms by writing code for a user interface
    4. Access and read data from data sources

    Module : Client Network Operating Systems

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively

    Educational Outcomes

    1. Understand Windows 2000 Professional Installation
    2. Implement and troubleshoot users access to resources
    3. Manage, configure and troubleshoot storage use
    4. Implement, manage, troubleshoot and configure hardware device and drivers
    5. Manage user profiles and troubleshoot the desktop environment
    6. Manage network applications by using Windows 2000
    7. Manage and troubleshoot a security configuration

    Module : Server Network Operating Systems

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.


    Educational Outcomes

    1. Demonstrate understanding Windows 2000 Server Installation
    2. Install , configure and troubleshoot user access to resources
    3. Configurate and troubleshoot hardware devices and drivers
    4. Monitoring and optimize system performance
    5. Manage, configure and troubleshooting storage use
    6. Configure and troubleshooting Windows 2000 network connections
    7. Plan, implement, monitor and troubleshoot network security

    Module : Network Infrastructure Administration

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Install, configure, manage, monitor and troubleshoot DNS in a Windows 2000 network infrastructure
    2. Configure, manage, monitor and troubleshoot DHCP in a Windows 2000 network infrastructure
    3. Configure, manage, monitor and troubleshoot remote access in a Windows 2000 network infrastructure
    4. Install, configure, manage, monitor and troubleshoot network protocols in a Windows 2000 network infrastructure
    5. Install, configure, manage, monitor and troubleshoot WINS in a Windows 2000 network infrastructure
    6. To install, configure, manage, monitor and troubleshoot IP routing in a Windows 2000 network infrastructure
    7. To install, configure and troubleshoot Network Address Translation (NAT)
    8. To install, configure, manage, monitor and troubleshoot Certificate Services

    Module : Directory Services Administration

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Install configure and troubleshooting Active Directory
    2. Install, configure, manage, monitor and troubleshooting DNS for Active Directory
    3. Configure, manage, monitor, optimize and troubleshoot change and configuration management
    4. Manage and optimize the components of Active Directory
    5. Monitor and troubleshoot Active Directory security solutions

    Module : Network Infrastructure Design

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively

    Educational Outcomes

    1. Ability to analyse business requirements, technical requirements, security requirements and influence company strategies

    Module : Design Network Infrastructure Security

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Demonstrate the world as a set of related systems.
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.
  • Communicate effectively.

    Educational Outcomes

    1. To design a Windows 2000 network security solution
    2. To design a security solution for access between networks and communication channels

    Module : Migrating Network Operating Systems
    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. To develop, plan and prepare the environment for migration
    2. To plan, deploy and troubleshoot a domain upgrade
    3. To plan and deploy an intra-forest domain restructure and an inter-forest domain restructure
    4. To perform post-migration tasks

    Module : Data Transfer Network Operating Systems

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Install and use Novell Netware software
    2. Ability to set-up and manage network access for users
    3. To administer printing with Novell Distributed Print Services
    4. Ability to manage the file system, NDS and resources in a multi-context environment
    5. The ability to manage security for the file system and NDS security
    6. Ability to manage network applications and workstations with Z.E.N. works

    Module : Open Source Network Operating Systems

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Plan an open source network operating system implementation
    2. Perform an open source network operating system installation
    3. Perform an open source network operating system configuration
    4. Administrate an open source network operating system
    5. Perform system maintenance within the parameters of an open source network operating system
    6. Ability to troubleshoot an open source network operating system
    7. Identify, install and maintain system hardware within an open source network operating system environment

    Module : Helpdesk Management

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Understanding of the technologies, process and key factors that optimize help desk/customer support centre performance
    2. To design a new support centre or analyse an existing centre
    3. Ability to re-engineer a support centre for success
    4. Ability to engage in change management and asset management
    5. To perform staff scheduling and workforce planning
    6. Ability to measure customer satisfaction

    Module : Project Management

    The following Critical Cross-field Outcomes are integrated into the teaching process in the achievement of the educational outcomes:
  • Collect, analyse, organise and critically evaluate information.
  • Identify and solve problems.
  • Organise and manage oneself and ones activities.

    Educational Outcomes

    1. Principles of project management
    2. Project life cycle
    3. Ability to plan a project
    4. Ability to do project time management
    5. Ability to do project cost management
    6. To do project human resource management
    7. Ability to do project communication management
    8. To do project procurement management
    9. Ability to do project risk management 
    		•

    ASSOCIATED ASSESSMENT CRITERIA 
    Module: Computer Literacy

    1. Demonstrate basic touch-type skills.

    2. Modify the desktop, settings and toolbars using Windows NT.

    3. Understand and apply drives, folders and files.

    4. > Demonstrate customizing, displaying and changing the screen.
  • Apply renaming, selecting, moving, deleting and copying files.

    5. Demonstrate use WordPad, notepad, games, paint and the calculator.

    6. Demonstrate browser, search engines and printing.

    7. Demonstrate the features of MS Outlook.

    8. Demonstrate setting and installing printers and the printing screen.

    9. Understand and apply all the help functions.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination


    Module : Helpdesk

    1. > Define and explain the term "Helpdesk".
  • Define and explain the term "User Support".
  • Understand support services and their goals.
  • Explain the difference between an Internal and External Customer.
  • Discuss the traits of a successful Helpdesk Analyst.
  • Attach importance of staying current.

    2. > Define and explain the difference between a customers "wants" and "needs".
  • Discuss the 4 basic needs of a customer.
  • Describe the principals of giving good service.
  • List and explain the techniques to give good service.
  • Discuss the impact of body language in a Helpdesk.

    3. > List ways to improve your "speaking skills".
  • List and improve your "listening skills" and paying attention.
  • List ways of establishing a relationship between you and your customer.
  • Define the different types of callers and the guidelines for dealing with them.

    4. > Answer a complaint letter using the correct techniques.
  • Use the guidelines for composing E-mails.

    5. > List and use the guidelines to correctly structure a presentation.
  • List and use the guidelines regarding body language, dress and posture.

    6. > Understand the different goals between Internal and Manufacture support.
  • Describe the typical tasks when providing Internal support.
  • Describe the typical tasks when providing Manufacturer support.
  • Define the issues for not/charging for support.
  • Understand where in the organisation the support department fits.

    7. > Describe the 3-tier support model.
  • Define the concept of response time.
  • Define the concept of resolve time.
  • List and explain the tasks performed at each tier of the support model.
  • Define the concept of "escalation".
  • Draw a diagram to explain how the support model works.

    8. > List and describe the 4 main types of support calls.
  • Describe the 3 types of feedback calls.
  • List the guidelines to handle each type of feedback call.
  • Describe and recognize the 3 types of question calls.
  • Describe and implement the ten-step troubleshooting process.
  • Define non-technical calls.

    9. > List and define the 5 main problems facing a support department.
  • Discuss the problems caused by rapidly changing technology.
  • Discuss the problems caused by limited resources.
  • Discuss the problems caused by different knowledge levels of users.
  • Discuss the problems caused by stress.
  • Discuss the problem of high user expectations.
  • Proposed solutions for all of the above.

    10. > List the types of information a support department should keep.
  • Understand and explain the necessity for logging calls.
  • List the information that should be logged for each support calls.
  • List the different statistics that should be calculated by the logging system, and understand the relevance of each.
  • List and use the guidelines to record the details of the problem.

    11. > Understand the need for employing the right type of person in a support environment.
  • List the characteristics of the ideal support person.
  • Measure yourself with these characteristics and decide which areas you could/need to improve on.
  • Understand the importance of training and learning for a support person.
  • List 5 skills you should practice as a support person.
  • List the different aspects of learning which are relevant to your task as a support person.
  • Understand what stress is, the reasons for it and ways of dealing with it.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module: Word Processing

    1. Apply the basic common word 2000 features.

    2. Demonstrate a word window, start and develop a new word document, editing the text, adjusting settings, saving, closing a word document.

    3. Design a web site in word including hyperlinks, graphics, a form, lines, a background and frames.

    4. > Apply templates.
  • Create a newsletter.

    5. Apply editing, formatting and calculations within a table.

    6. Apply styles, borders, shading, hyphenation, links, modify clipart, symbols to a word document.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module: Spreadsheets

    1. > Demonstrate planning features, plan a worksheet, create a worksheet, edit a worksheet, use formulas.
  • Demonstrate formatting a worksheet.
  • Opening and saving a worksheet.
  • Previewing and printing a worksheets.

    2. > Demonstrate creating a chart from worksheet.
  • Editing a chart, formatting a chart.

    3. Demonstrate managing and analysing a workbook.

    4.Demonstrate the find command, replace command, sorting data and filter data functions.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module: Presentation Graphics

    1. Demonstrate planning a presentation, creating a presentation, editing a presentation, manipulating slides, previewing a presentation, opening and saving a presentation.

    2. Demonstrate modifying and enhancing a presentation.

    3. Demonstrate copying, linking between office applications.

    4. Demonstrate the ability to customize a presentation using advanced formatting functions, adding and modifying clipart in a slide, format painter, adding and modifying a chart in a slide.

    5. > Demonstrate creating a presentation from a design template, adding animated graphics, creating and modifying word art, adding hyperlinks.
  • Demonstrate publishing a presentation on the Web.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module: Web Development 1

    1. Explain the key concepts of website development.

    2. Explain and apply the components required for effective websites.

    3. Explain and apply the fundamental aspects of project management in an IT environment.

    4. Apply basic HTML and embedded scripting techniques using VBScript and JavaScript in designing a website.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Database Introduction

    1. > Demonstrate the common Office 2000 features: planning a database, creating a database, using the database window, creating a table, defining the elements of a table, entering data, opening and saving a database using MS-Access.
  • Demonstrate modifying a table using the modifying tools, creating a form, entering records, previewing and printing a form, closing and saving a form.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Database Advanced
  • Demonstrate using filters, creating queries, using AutoReport Wizard to create a report, modifying the report, creating a report from a query.
  • Demonstrate using a table wizard to create a table, copying and deleting data, formatting field, creating advanced queries, back-up and restoring a database.
  • Demonstrate creating a multiple table form, modifying a form, editing a form, creating a subform, enhancing a form with advanced features, deleting a form.
  • Demonstrate creating a group report, customizing the report layout, editing the report, creating mailing labels, creating and using macros, using the main switchboard and securing the database.
  • Demonstrating importing and exporting, saving a database object as a web page, adding a hyperlink to a database object

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Electronic Mail

    1. > Demonstrate customizing outlook today, customizing the screen, using shortcuts.
  • Understand the folders list, status bar and separator bars.
  • Demonstrate sending a new mail, using address book, receiving, replying, forwarding, formatting mail, adding and modifying an attachment to a mail.
  • Demonstrate sorting, customizing, filtering, deleting, group, folder, print inbox messages.
  • Apply add, delete, create names in the address book.
  • Back-up address book.
  • Create, use, delete distribution list.
  • Create, move, delete, edit, insert appointments, change the view, preview.
  • Create, manage and print tasks.
  • Create, manage, delete contacts.
  • Create, open, edit, delete notes.
  • Send and receive messages.
  • Attach documents or files to a message.
  • Organise and manage message folders or directories within electronic mail software.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Network Architecture

    1. > Identify the networking capabilities of windows including procedures for connecting to the network.
  • Identify concepts and capabilities relating to the internet and basic procedures for setting up a system for internet access.

    2. > Recognize logical or physical network topologies given a schematic diagram or description.
  • Specify the main features of 802.2(llc), 802.3 (ethernet), 802.5 (token ring), 802.11b (wireless) and fddi networking technologies -specify the characteristics of various cable types.
  • Recognize media connectors and/or describe their uses.
  • Choose the appropriate media type and connectors to add a client to an existing network.
  • Identify the purpose, features and functions of network components.

    3. > Given an example, identify a mac address.
  • Identify the 7 layers of the osi model and their functions.
  • Differentiate between network protocols in terms of routing, addressing schemes, interoperability and naming conventions.
  • Identify the osi layers at which the network components operate.
  • Define the purpose, function and/or use of the protocols within tcp/ip.
  • Define the function of tcp/udp ports
  • Identify well-known ports.
  • Identify ip addresses (ipv4, ipv6) and their default subnet masks.
  • Identify the purpose of subnetting and default gateways.
  • Identify the differences between public vs. Private networks.
  • Identify the basic characteristics of wan technologies.
  • Define the function of remote access protocols and services.
  • Identify security protocols and describe their purpose and function
  • Identify the basic capabilities of server operating systems.
  • Identify the basic capabilities of client workstations.
  • Identify the main characteristics of vlans.
  • Identify the main characteristics of network attached storage.
  • Identify the purpose and characteristics of disaster recovery.
  • Given a remote connectivity scenario, configure the connection.
  • Identify the purpose, benefits and characteristics of using a firewall.
  • Identify the purpose, benefits and characteristics of using a proxy.
  • Given a scenario, predict the impact of a particular security implementation on network functionality.
  • Given a network configuration, select the appropriate nic and network configuration settings.

    4. > Given a troubleshooting scenario, select the appropriate tcp/ip utility.
  • Given a troubleshooting scenario involving a small office/home office network failure, identify the cause of the problem.
  • Given specific parameters, configure a client.
  • Given a wiring task, select the appropriate tools.
  • Given a network scenario, interpret visual indicators to determine the nature of the problem.
  • Given output from a diagnostic utility, identify the utility and interpret the output.
  • Given a scenario, predict the impact of modifying, adding or removing network services on network resources and users.
  • Given a network problem scenario, select an appropriate course of action based on a general troubleshooting strategy.
  • Given a troubleshooting scenario involving a network with a particular physical topology and including a network diagram, identify the network area affected and the cause of the problem.
  • Given a network troubleshooting scenario involving a client connectivity problem, identify the cause of the problem.
  • Given a network troubleshooting scenario involving a wiring/infrastructure problem, identify the cause of the problem.

    Module : Computer Architecture

    1. > Identify basic terms, concepts and functions of system modules, including how each module should work during normal operation and during the boot process.
  • Identify basic procedures for adding and removing field replaceable modules for both desktop and portable systems.
  • Identify available irqs, dmas and i/o addresses and procedures for device installation and configuration.
  • Identify common peripheral ports, associated cabling, and their connectors.
  • Identify proper procedures for installing and configuring ide/eide devices.
  • Identify proper procedures for installing and configuring scsi devices.
  • Identify proper procedures for installing and configuring peripheral devices.
  • Identify hardware methods of upgrading system performance, procedures for replacing basic subsystem components, unique components and when to use them.

    2. > Identify common symptoms and problems associated with each module and how to troubleshoot and isolate the problems.
  • Identify basic troubleshooting procedures and how to elicit problem symptoms from customers.

    3. > Identify the purpose of various types of preventative maintenance products and procedures and when to use them> Identify issues, procedures and devices for protection within the computing environment, including people, hardware and the surrounding workspace.

    4. > Distinguish between the popular cpu chips in terms of their basic characteristics.
  • Identify the categories of ram (random access memory) terminology, their locations and physical characteristics.
  • Identify the most popular type of motherboards, their components and their architecture.
  • Identify the purpose cmos (complementary metal-oxide semiconductor), what it contains and how to change its basic parameters

    5. > Identify basic concepts, printer operations and printer components.
  • Identify care and service techniques and common problems with primary printer types

    6. Identify basic networking concepts, including how a network works and the ramifications of repairs on the network

    7. > Identify the operating system's functions, structure and major system files to navigate the operating system and how to get to needed technical information.
  • Identify basic concepts and procedures for creating, viewing and managing files, directories and disks. This includes procedures for changing file attributes and the ramifications of those changes.

    8. >Identify the procedures for installing windows 9x and windows 2000 and for bringing the software to a basic operational level.
  • Identify steps to perform an operating system upgrade.
  • Identify the basic system boot sequences and boot methods, including the steps to create an emergency boot disk with utilities installed for windows 9x, windows nt and windows 2000.
  • Identify procedures for loading/adding and configuring application device drivers and the necessary software for certain devices.

    9. > Recognize and interpret the meaning of common error codes and start-up messages from the boot sequence and identify steps to correct the problems.
  • Recognize common problems and determine how to resolve them.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : IT Business Practice

    1. > Show a clear understanding of complex issues under discussion in one-on-one or group situations.
  • Manage discussions and/or conflicts sensitively.
  • Identify and challenge the underlying assumptions, points of view and subtexts in spoken texts when appropriate, and clarify understanding or sustain interaction.
  • Analyse and adjust one's responses to spoken texts in relation to audience, purpose and context accordingly.
  • Identify characteristics of a speaker's style, tone and mannerisms that attract or alienate an audience with reference to the particular effect of each feature in creating audience response.
  • Describe, explain and judge the impact of spoken discourse.

    2. > Adopt reading strategies appropriate to the purpose.
  • Draw conclusions from a synthesis of information from texts and make generalizations of patterns and trends about purpose and audience.
  • Understand surface and embedded meanings in the text and present a viewpoint.
  • Identify and explain the effect of an author's values and views on selected texts in terms of the impact on meaning and target audience.
  • Cite evidence from texts in defence of a position.
  • Explore the effects of content, language and style on readers' responses in specific texts.
  • Identify and explain the impact of different writing techniques on reader perspective in terms of the particular effect produced by each.
  • Analyse the influence of specific language structures and features.

    3. > Write imaginative texts that are convincing and appropriate to the topic and purpose.
  • Write expository texts that are well developed with respect to clearly articulated purposes, using fully developed paragraphs and resulting in a unified text.
  • Choose the narrative voice appropriate to context, purpose and audience.
  • Sequence points in an argument logically and deliberately to build up to a convincing conclusion.
  • Check text for coherence, logical sequence and structure; identify and adjust weaknesses and errors to improve coherence and flow.
  • Rearrange information in ways that promote interest in, and impact of, the text for a defined target audience.
  • Check layout, spelling, punctuation and syntax for accuracy and readability.
  • Check the whole, completed text against the purposes for writing to verify that these purposes have been satisfied.

    4. > Identify relevant learning resources.
  • Utilise and manage learning resources through appropriate selection and cross-referencing of information and acknowledgement of sources.
  • Formulate learning strategies by selection of specific tried techniques.
  • Summarise and use information in the learning process.
  • Synthesize and contextualise answers pertaining to relevant questions.
  • Read, interpret, analyse and synthesize texts for detail in a given context.
  • Communicate with others in groups or as individuals.
  • Organise and use occupational learning materials for optimum learning.
  • Understand and use layout, presentation and organisational features of learning materials effectively.
  • Engage with and, if needed, clarify technical language.
  • Conduct basic research, and analyse and present findings.
  • Identify and define appropriate topic and scope.
  • Plan and sequence research steps appropriately.
  • Apply research techniques.
  • Categorise, classify and sort information.
  • Analyse research findings in the appropriate format.
  • Make conclusions and recommendations.
  • Lead and participate actively in group learning situations.
  • Apply responsibilities in the team and group work conventions in learning situations.
  • Practise conflict management and negotiating techniques.
  • Work in a team to achieve meaningful products, outcomes and goals.
  • Describe and discuss features of the occupational environment.
  • Describe and discuss ways in which these features affect learning processes

    5. > Define the term "entrepreneurship".
  • Understand the difference between entrepreneurship and management.
  • Discuss the characteristics of entrepreneurs.
  • Explain the link between entrepreneurship and the economy.

    6. > Define the term "small business".
  • Discuss the importance of small businesses.
  • Discuss the various reasons why small businesses fail.
  • Explain the advantages of owning a small business.
  • Examine the reasons why people go the small business route.

    7. > Discuss the various macro-environmental factors affecting a business.
  • Discuss the various micro-environmental factors affecting a business.
  • Discuss the functions of management and their relative importance.
  • Explain the 4 factors of production.

    8. > Distinguish between the various forms of ownership.
  • Discuss the characteristics of the different forms of ownership.
  • Understand the formalities surrounding the various forms of ownership.
  • Make a comparison of the main forms of ownership.

    9. > Define a contract.
  • Describe the general requirements for a valid contract.
  • Identify and describe the most common types of contracts applicable to small businesses.
  • Discuss the various legal aspects of establishing a specific form of ownership.
  • Identify the various bodies with which a small business must register.
  • Discuss the various legal issues with regards to employing staff members.
  • Identify the various forms needed to meet the legal requirements for operating a small business

    10. > Explain the objectives of a business plan.
  • Discuss the elements of a business plan.
  • Discuss the presentation and length of a good business plan.
  • Draw up a business plan for a given business.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Programming 1

    1. > Plan the steps needed to provide a software solution using a program development cycle.
  • Use flowcharts and pseudo code as programming tools to develop a software solution.
  • develop algorithms implementing programming constructs of sequences, decisions and looping

    2. > Create a Windows form using existing objects and controls.
  • Manipulate the state of each object by changing its properties during design and run time.
  • Manipulate the behaviour of each object by using the appropriate methods of each object

    3. > Identify the events needed on the interface and create procedures for each.
  • Identify, declare and initialise variables required, the data types, scope and lifetime of these variables.
  • Use mathematical and string operators to change the values of variables.
  • Apply conditional logic by writing conditional statements and implementing relational and logic operators in these conditional statements.
  • Write code that implements looping structures when either the number of iterations are known or unknown.
  • Create and use arrays and collections to hold data and objects

    4. > Open a sequential file to read data and write the code to access the data in the file.
  • Open a sequential file to write to and write the code to place data in this file.
  • Access and manipulate data stored in a database using data objects

    5. > Open a sequential file to read data and write the code to access the data in the file.
  • Open a sequential file to write data and write the code to access the data in the file.
  • Access and manipulate data stored in a database using data objects.

    Assessment Strategies.
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Client Network Operating Systems

    1. > Install Windows 2000 Professional by using Windows 2000 Server Remote Installation Services (RIS).
  • Install Windows 2000 Professional by using the System Preparation Tool.
  • Create unattended answer files by using Setup Manager.
  • Apply update packs to installed software applications.
  • Prepare a computer to meet upgrade requirements.

    2. > Configure, manage and troubleshoot file compression.
  • Control access to files and folders by using permissions.
  • Optimise access to files and folders.
  • Create and remove shared folders.
  • Control access to shared folders by using permissions.
  • Manage and troubleshoot web server resources.
  • Manage printers and print jobs.
  • Control access to printers by using permissions.
  • Connect to an internet printer.
  • Connect to a local print device.
  • Recover user data by using Windows Back-up.


    3. > Convert from one file system to another file system.
  • Configure file systems by using NTFS, FAT32 or FAT.
  • Install, configure and manage DVD and CD-ROM devices.
  • Monitor and configure disks.
  • Monitor, configure and troubleshoot volumes.
  • Monitor and configure removable media, such as tape devices.
  • Optimise and troubleshoot disk performance.

    4. > Configure multiple-display support.
  • Install, configure and troubleshoot a video adapter.
  • Configure Advanced Power Management (APM).
  • Configure and manage card services.
  • Monitor, configure and troubleshoot I/O devices, such as printers, scanners, multimedia devices, mouse, keyboard and smart card reader.
  • Monitor, configure and troubleshoot multimedia hardware, such as cameras.
  • Install, configure and manage modems.
  • Install, configure and manage Infrared Data Association (IrDA) devices.
  • Install, configure and manage wireless devices.
  • Install, configure and manage USB devices.
  • Optimise and troubleshoot memory performance.
  • Optimise and troubleshoot processor utilisation.
  • Optimise and troubleshoot network performance.
  • Optimise and troubleshoot application performance.
  • Recover system state data by using Windows Backup.
  • Troubleshoot system restoration by using Safe Mode.
  • Recover system state data and user data by using the Recovery Console.

    5. > Enable multiple-language support.
  • Configure multiple-language support for users.
  • Configure local settings.
  • Configure Windows 2000 Professional for multiple locations.

    6. > Connect to computers by using a virtual private network (VPN) connection.
  • Create a dial-up connection to connect to a remote access server.
  • Connect to the internet by using dial-up networking.
  • Configure and troubleshoot Internet Connection Sharing

    7. > Implement, configure, manage and troubleshoot auditing.
  • Implement, configure, manage and troubleshoot account settings.
  • Implement, configure, manage and troubleshoot account policy.
  • Create and manage local users and groups.
  • Implement, configure, manage and troubleshoot user rights.
  • Implement, configure, manage and troubleshoot local user authentication.
  • Configure and troubleshoot local user accounts.

    Assessment Strategies.
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Server Network Operating Systems

    1. > Be able to perform an attended and unattended installation.
  • Be able to upgrade from Microsoft Windows NT 4.0 Server to Windows 2000 Server.
  • Deploy service packs.
  • Troubleshoot failed installations.

    2. > Install and configure network services for interoperability.
  • Monitor, configure, troubleshoot and control access to printers.
  • Monitor, manage and troubleshoot access to files, folders and shared folders.
  • Monitor, configure, troubleshoot and control access to web sites.

    3. > Configure hardware devices.
  • Configure driver-signing options.
  • Update device drivers.
  • Troubleshoot problems with hardware.

    4. > Monitor and optimize usage of system resources.
  • Manage processes.
  • Optimise disk performance.
  • Manage and optimise availability of system state data and user data.

    5. > Monitor, configure and troubleshoot disks and volumes.
  • Configure data compression.
  • Monitor and configure disk quotas.
  • Recover from disk failures.

    6. > Install, configure and troubleshoot shared access.
  • Install, configure and troubleshoot a Virtual Private Network.
  • Install, configure and troubleshoot network protocols.
  • Install and configure network services.
  • Install, configure and troubleshoot remote access.
  • Install, configure, monitor and troubleshoot terminal services.
  • Install, configure and troubleshoot network adapters and drivers.

    7. > Encrypt data on a hard disk by using Encrypting File System (EFS).
  • Implement, configure, manage and troubleshoot policies in a Windows 2000 environment.
  • Implement, configure, manage and troubleshoot auditing and local accounts.
  • Implement, configure, manage and troubleshoot Account Policy.
  • Implement, configure, manage and troubleshoot security by using the Security Configuration Tool Set.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Network Infrastructuter Administration

    1. > Install the DNS Server service.
  • Configure a root name server, zones, caching-only server and a DNS client.
  • Manage an existing DNS by configuring zones for dynamic updates, test the DNS Server service, implement a delegated zone for DNS, manually create DNS resource records.
  • Monitor DNS.

    2. > Install, configure and troubleshoot DHCP: Install the DHCP Server service.
  • Create and manage DHCP scopes, super scopes and multicast scopes.
  • Configure DHCP for DNS integration > Authorise a DHCP server in Active Directory
  • Manage and monitor DHCP.

    3. > Configure inbound connections.
  • Create a remote access policy.
  • Configure a remote access profile.
  • Configure a virtual private network (VPN).
  • Configure multi-link connections.
  • Configure routing and remote access to DHCP integration.
  • Manage and monitor remote access.
  • Configure remote access security.
  • Configure authentication protocols.
  • Configure encryption protocols.

    4. > Install, configure and troubleshoot network protocols: TCP/IP; NWLink protocol.
  • Configure network bindings.
  • Configure and troubleshoot network protocol security.
  • Configure TCP/IP packet filters.
  • Configure and troubleshoot IPSec: enable IPSec; configure IPSec for transport mode; configure IPSec for tunnel mode; customise IPSec policies and rules; manage and monitor IPSec.
  • Manage and monitor network traffic.

    5. > Install, configure and troubleshoot WINS.
  • Configure WINS replication.
  • Manage and monitor WINS.

    6. > Install, configure and troubleshoot IP routing protocols: update a Windows 2000-based routing table by means of static routes.
  • Implement demand-dial routing.
  • Manage and monitor IP routing: border routing; internal routing.
  • Manage and monitor IP routing protocols.

    7. > Install Internet Connection Sharing.
  • Install and Configure NAT properties.
  • Configure NAT interfaces.

    8. > Install and configure Certificate Authority (CA).
  • Issue and revoke certificates.
  • Remove the Encrypting File System (EFS) recovery keys.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Directory Services Administration

    1. > Install Active Directory by using sites, subnets, site links, site link bridges, connection objects, global catalogue servers and organisational units.
  • Move server objects between sites.
  • Transfer operations master roles> Verify directory installation.
  • Backup and restore Active Directory by performing an authoritative restore of Active Directory and to recover from system failure.

    2. > Integrate Active Directory DNS zones with non-Active Directory DNS zones.
  • Configure zones for dynamic updates.
  • Manage replication of DNS data.

    3. > Create, manage and troubleshoot Group Policy's objects (GPO) by linking an existing GPO, delegation of administrative control of Group Policy, modifying Group Policy inheritance, filtering Group Policy settings by associating security groups to GPO's, modifying Group Policy.
  • Use GPO's to control user environments by using administrative templates and assigning script policies to users and computers.
  • Use GPO's to manage software: deploy software, maintain software, configure deployment options, troubleshoot common problems that occur during software deployment.
  • Manage and troubleshoot RIS: install an image on a RIS client computer, create a RIS boot disk, configure remote installation options, troubleshoot RIS problems, manage images for performing remote installations; authorise a RIS server, grant computer account creation rights, prestige RIS client computers for added security and load balancing.

    4. > Move Active Directory objects, publish resources in Active Directory, locate objects in Active Directory, create and manage accounts: manually or by scripting, control access to Active Directory objects, delegate administrative control of objects in Active Directory.
  • Monitor, maintain and troubleshoot domain controller performance; monitor, maintain and troubleshoot Active Directory components.
  • Manage intersite and intrasite replication.

    5. > Apply security policies by using Group Policy, create, analyse and modify security configurations by using security configuration and analysis and security templates and implement an audit policy.
  • Monitor and analyse security events.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Network Infrastructure Design

    1. > Analyse the existing and planned business models.
  • Analyse the company model and the geographical scope.
  • Analyse company processes.
  • Analyse the existing and planned organisational structures.
  • Identify company priorities.
  • Identify the projected growth and growth strategy.
  • Identify relevant laws and regulations.
  • Identify the company's tolerance for risk.
  • Identify the total cost of operations.
  • Analyse business and security requirements for the end user.
  • Analyse the structure of IT management.
  • Analyse the current physical model and information security model.
  • Analyse internal and external security risks.
  • Evaluate the company's existing and planned technical environment.
  • Analyse company size and user and resource distribution.
  • Assess the available connectivity between the geographic location of work sites and remote sites.
  • Assess the net available bandwidth > Analyse performance requirements.
  • Analyse the method of accessing data and systems.
  • Analyse network roles and responsibilities.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

  • Analyse the impact of the security design on the existing and planned technical environment.
  • Assess existing systems and applications > Identify existing and planned upgrades and rollouts.
  • Analyse technical support structure > Analyse existing and planned network and systems management.
  • Design a security baseline for a Windows 2000 network.

    Module : Design Network Infrastructure Security

    1. > Design an audit policy.
  • Design a delegation of authority strategy.
  • Design the placement and inheritance of security policies for sites, domains and organisational units.
  • Design an Encrypting File System strategy.
  • Design an authentication strategy.
  • Select authentication methods.
  • Design an authentication strategy for integration with other systems.
  • Design a security group strategy .
  • Design a Public Key Infrastructure.
  • Design Certificate Authority (CA) hierarchies.
  • Identify certificate server roles.
  • Manage certificates.
  • Integrate with third party CAs.
  • Map certificates.
  • Design Windows 2000 DNS security.
  • Design Windows 2000 Remote Installation Services (RIS) security.
  • Design Windows 2000 SNMP security.
  • Design Windows 2000 Terminal Services security.

    2. > Provide secure access to public networks from a private network.
  • Provide external users with secure access to private network resources.
  • Provide secure access between private networks.
  • Provide secure access within a LAN > Provide secure access within a WAN.
  • Provide secure access across a public network.
  • Design Windows 2000 security for remote access users.
  • Design an SMB-signing solution.
  • Design an IPSec solution.
  • Design an IPSec encryption scheme.
  • Design an IPSec management strategy.
  • Design negotiation policies.
  • Define security levels.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Migrating Network Operating Systems

    1. > Select the migration type.
  • Select domains and establish proper order for migrating them.
  • Select destination of migrated objects.
  • Plan for incremental object migrations as appropriate.
  • Develop a pilot migration strategy.
  • Evaluate current hardware.
  • Evaluate security implications.
  • Evaluate application compatibility.
  • Evaluate network services.
  • Create and configure a pristine environment.
  • Install the Windows 2000 DNS service or configure the existing DNS implementation as appropriate.
  • Develop and deploy a recovery plan.

    2. > Develop a domain upgrade strategy.
  • Develop an operating system upgrade path.
  • Upgrade the PDC, BDCs, application servers, DNS servers and RRAS servers.
  • Configure networking protocols, DHCP, LAN Manager Replication, WINS, NetBIOS, Windows 2000 DNS Server service and existing DNS service.
  • Implement group policies.
  • Implement file replication bridges.
  • Convert domains to native mode.
  • Perform test deployments of domain upgrades.
  • Implement disaster recovery plans.
  • Restore pre-migration environment.
  • Roll back implementation to a specific point.
  • Perform post-migration tasks.
  • Back-up domains.
  • Verify functionality of network services.
  • Resolve hardware failures.
  • Resolve third-party tool issues.
  • Resolve issues associated with rights necessary for upgrade.
  • Resolve domain name issues.

    3. > Use ADMT, ClonePrincipal, NETDOM, MoveTree and Windows 2000 Resource Kit tools.
  • Develop a domain restructure strategy.
  • Create or configure the Windows 2000 target domain or domains.
  • Create appropriate trusts.
  • Create organisational units (Ous).
  • Implement a given site design > Implement group policies.
  • Configure remote access functionality, networking protocols.
  • Migrate global groups and user accounts.
  • Migrate local groups and computer accounts.
  • Perform test deployments of intra-forest migrations and inter-forest migrations.
  • Implement disaster recovery plans.
  • Restore pre-migration environment.
  • Roll back implementation to a specific point.

    4. > Redefine DACLs.
  • Back-up source domains.
  • Decommission source domains and redeploy domain controllers.
  • Verify success of object migrations > Verify functionality of network services.
  • Remove SID history from objects > Resolve system policy translation failures.
  • Resolve logon script failures.
  • Resolve issues associated with duplicate accounts that have different SIDs.
  • Resolve issues associated with user rights.
  • Resolve client computer connectivity issues.
  • Resolve permission issues involving NTFS.
  • Resolve issues associated with the inaccessibility and absence of shared resources.
  • Resolve authentication issues.
  • Resolve trust relationship and inappropriate access issues.
  • Resolve name resolution issues.
  • Resolve remote accesses permissions failures and logon failures.
  • Resolve incompatibility issues.
  • Resolve issues associated with hard-coded account information in third-party applications.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination


    Module : Data Transfer Network Operating Systems

    1. > Describe how a workstation communicates with the network.
  • Describe the function of the workstation's hardware.
  • Describe the function of the workstation's software.
  • Diagram a workstation dataflow model.
  • List the configuration options for the Novell Client and Windows.
  • Install the Novell client software.
  • Explain and perform the login procedure.
  • Browse network resources.
  • Install and configure a browser.

    2. > Describe the function of the user object.
  • Create and modify a user account using NetWare administrator.
  • Create a user object using ConsoleOne.
  • Create a user object using UIMPORT.
  • Manage NetWare user licenses; identify the types of network security provided by NetWare.
  • Describe and establish login security.
  • Describe the types of login scripts.
  • Design login scripts for containers, user groups and users.
  • Use the MAP command in login scripts.
  • Create, execute and debug login scripts.
  • Use the login utility to edit login scripts.

    3. > Describe network printing using NDPS.
  • Explain the four NDPS components and their functions.
  • List the NDPS printer types.
  • Configure the network for NDPS.
  • Configure a workstation to print to NDPS printers Manage printer access and print jobs.

    4. > Identify the basic components of the network file system.
  • Identify the basic skills involved in managing the network file system.
  • Use utilities to perform file system management tasks.
  • View file system information using NetWare administrator and Windows.
  • Access the file system by configuring drive mappings > Select the correct utilities for managing the directory structure.
  • Select the correct utilities for managing files, manage volume space.
  • Describe how the NDS tree structure affects network administration.
  • Identify NDS planning guidelines.
  • Provide users with access to resources.
  • Create shortcuts to access and manage resources.
  • Identify guidelines for setting up resources in multi-context environment.
  • Identify the actions to take and the rights needed to grant a user access to NDS resources.
  • Create login scripts that identify resources in other contexts.

    5. > Explain how file system security works.
  • Define NDS security and how it differs from file system security.
  • Troubleshoot NDS security problems using NetWare administrator.

    6. > Explain the benefits of using Application Launcher.
  • Identify the benefits of using Z.E.N. works to manage workstations.
  • Register workstations in NDS and import them into the NDS tree.
  • Use policies to configure the desktop environment.
  • Establish and use remote control access to manage workstations.
  • Set up and use the Help Requester application.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Open Source Network Operating Systems

    1. > Identify purpose of an open source network operating system machine based on predetermined customer requirements.
  • Identify all system hardware required and validate that it is supported by an open source network operating system.
  • Determine what software and services should be installed, check requirements and validate that it is supported by an open source network operating system.
  • Determine how storage space will be allocated to file systems.

    2. > Describe the different types of an open source network operating system installation interaction and determine which to use for a given situation.
  • Select appropriate parameters for an open source network operating system installation > Select packages based on the machine's "role".
  • Partition according to their pre-installation plan using fdisk.
  • Configure file systems.
  • Select appropriate networking configuration and protocols.
  • Select appropriate security settings.
  • Install and configure Xfree86 server.
  • Install boot loader
  • Install and uninstall applications after installing the operation system.
  • Read the Log files created during installation to verify the success of the installation.
  • Validate that an installed application is performing correctly in both a test and production environment.

    3. > Reconfigure the XWindow System with automated utilities.
  • Configure the client's workstation for remote access.
  • Configure basic network services and settings.
  • Install and configure add-in hardware.

    4. > Create and delete users.
  • Modify existing user.
  • Identify and change file permissions, modes and types by using chmod, chown and chgrp.
  • Manage and navigate the open source network operating system hierarchy.
  • Manage and navigate the standard open source network operating system file system.
  • Perform administrative tasks while logged in as root or by using the SU command.

    5. > Create and manage local storage devices and file systems.
  • Verify user and root jobs and understand the function of CRON.
  • Download and install patches and update.
  • Differentiate core services from non-critical services.
  • Monitor system log files regularly for errors, logins and unusual activity.
  • Access security risks.
  • Set daemon and process permissions.

    6. > Identify and locate the problem by determining whether the problem is hardware, operation system, application software, configuration or the user.
  • Examine and edit configuration files based on symptoms of a problem using system utilities.
  • Examine, start and stop process based on the signs and symptoms of a problem.
  • Inspect and determine cause of errors from system log files.
  • Use disk utilities to solve file system problems.
  • Resolve problems based on user feedback
  • Identify backup and restore errors.
  • Locate troubleshooting resources and update as allowable.
  • Use network utilities to identify network connectivity problems.

    7. > Identify basic terms, concepts and functions of system components.
  • Assure that system hardware is configured correctly prior to installation by identifying proper procedures for installing and configuring ATA devices
  • Assure that system hardware is configured correctly prior to installation by identifying proper procedures for installing and configuring peripheral devices.
  • Remove and replace hardware and accessories based on symptoms of a problem by identifying basic procedures for adding and removing field replaceable components.
  • Remove and replace hardware and accessories based on symptoms of a problem by identifying common symptoms and problems associated with each component and how to troubleshoot and isolate problems.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Helpdesk Management

    1. > Identify qualities of good leadership and how to develop them.
    > Display advanced communication skills.
    > Display in-depth problem-solving techniques.
    > Describe the helpdesk infrastructure and the support environment
    > Describe he importance of project management and implementation skills.

    2. > Identify and understand key business needs and expectations.
    > Effectively build and implement service level agreements.
    > Identify the value of a mission/vision statement

    3. > Identify key processes for ensuring a successful service centre performance.
    > Describe common technologies utilised in a service centre.
    > Utilise customer satisfaction surveys.

    4. > Describe techniques for managing relationships across the enterprise.
    > Understand what is required to build service level agreements.
    > Identify tips and techniques to assist in hiring, training, motivating and retaining top-notch employees.
    > Identify benefits of each of the service delivery models.

    5. > Plan and manage enhancements to the help desk organisation.
    > Display negotiation and conflict resolution/management skills.
    > Identify methods for building and maintaining high-performance teams.

    6. > Display customer relationship management skills.
    > Identify outsourcing models and value of each model.
    > Market services internally/externally.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination

    Module : Project Management

    1. > Describe the pmi of a project.
  • Describe nine knowledge areas of pmbok.
  • Identify the benefits of project management.

    2. > Describe the generic project lifecycle.
  • Define the inputs and outputs of each phase of the project life cycle.

    3. > Identify the necessity and reason for a project.
  • Identify the criteria by which a project will be evaluated.
  • Identify the criteria by which a project will be compared.

    4. > Identify the project activities and their relationships.
  • Demonstrate the ability to use a schedule barchart.
  • Demonstrate the ability to translate a precedence diagram into a schedule barchart.

    5. > Demonstrate the ability to do resource planning.
  • Demonstrate the ability to do cost estimations.
  • Demonstrate the ability to do cost budgeting.

    6. > Describe the process for staff recruitment.
  • Describe the process of organisational planning.

    7. > Identify the project communication model.
  • Demonstrate the ability to do communications planning.

    8. > Identify what to procure.
  • Identify how much to procure.
  • State the responsibility surrounding procurement.

    9. > Identify the risks in project management.
  • Demonstrate the ability to do risk quantification.
  • Demonstrate the ability to develop a risk response.
  • Demonstrate the ability to do risk response control.

    Assessment Strategies
  • Assignment
  • Theory Test
  • Theory Examination 
    		•

    INTERNATIONAL COMPARABILITY 
    This programme has been compared to programmes offered by other international colleges and universities. The programme structures are similar to those offered elsewhere.

    An on-line comparison of the Diploma in Information Systems offered at the University of Melbourne, Australia and this programme reveals that both programmes attempts to provide Learners with a well rounded knowledge base in Information Technology. Both programmes offer courses/subjects/modules in Networking, Databases, PC Literacy, Information Systems, Systems Analysis and Design, Operating Systems, Business Communications and Management.
    The College Campus programme allows for certain COMPTIA international examinations to be taken upon completion of certain components, on a voluntary basis.

    On Completion of: COMPTIA International Examination
    Network Administration: N+ (NETWORK +)
    Computer Architecture: A+
    Server Systems: Server +

    It must be noted that the one area in which this programme differs from the international programmes offered is that the international programmes focus on learners working in a group. The assessment comprises of a large percentage of group assessment.

    Deliberately, this programme focuses on the individual learner's performance, more so than on group assessment although a fair percentage of the assessment also comes from a learner's performance from within a group (group projects/presentations).

    This qualification has been compared to the national unit standards from SAQA in terms of level, notional hours/ credits and degree of difficulty. These unit standards have been compared internationally by the standards generating body.

    It has been compared to the City & Guilds qualification which is an advanced diploma (NVQ- UK) equivalent to the level 5 (NQF). This comparison was made on level of difficulty, notional hours and credits. Comparison was extended on the areas of technical competence. These were matched against the needs of the South African workplace in the field. 

    ARTICULATION OPTIONS 
    Vertically, graduates can seek to carry credits over to degree programmes offered by tertiary institutions.

    Horizontally, students can seek to carry credits over to other programmes offered by College Campus and any other. Learners, who wish to apply for an academic credit as a result of recognition of prior learning, must complete the application form, which is available from the Head of Department, and submit all documentary proof as stipulated on the application form. Learners must submit their application form prior to 30% of the module being covered. The maximum of credit (s) that can be awarded is equal to 30% of the total academic programme registered for.

    On completion of this qualification, learners may be able to pursue a career at entry-level as a, though not limited to:
  • Network technician
  • System engineer
  • Computer support technician
  • Network engineer

    Vertically:
    Learners could also move vertically within the vocational stream by progressing to the B.Tech programme. A further option is the occupational career pathing. Learners can pursue competence on SAQA registered unit standards leading to full qualifications. 
    		•

    MODERATION OPTIONS 
    Moderation is conducted at two deferent and separate levels, namely:> At and Internal Level> At and External Level

    Internal Moderation
  • Tests
    The Programme Advisory Team (PAT) members and various facilitators set a series of tests for use at each particular regional campus. Once tests have been written they are transferred to the Programme Advisory Team (PAT) members and various facilitators at another campus for internal moderation. The moderation process includes of moderation in terms of content, degree of difficulty and language usage amongst other aspects. This process ensures that all campuses are keeping pace with one another, focusing on the same content and assessing to the same level and standard and using the same set criteria.

    The Academic Heads of Department (HOD's) moderate tests submitted for moderation by campuses other than their own campus. Such moderation focuses on the following:
  • Mark Allocation
  • Wording of questions
  • Level of questioning in terms of the NQF levels
  • Variety and types of questions
  • Test format

    Moderation of this nature serves to maintain the internal quality control and standardisation of testing procedures and practices.

    External Moderation
  • Examinations
    The Academic Heads of Departments, Programme Advisory Teams and Facilitators of each particular regional campus set the internal examinations. The internal moderation process for examinations follows the same process described for internal moderation of tests, above. In addition to the above further moderation is conducted by a selected group of external moderators who are sourced from within the AdvTech education (PTY) LTD, Tertiary Division, Industry and other institutions. Anyone assessing learners must have formal qualifications one level higher than the qualification being offered. External moderators must have at least an Honors level qualification or related qualification in the field of study and have assessed the qualification or similar qualification for a period of at least 5 years. Examination papers are externally moderated and minimums of 25% of the total examination scripts per subject per class are moderated. 
    		•

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
  • All identified staff at the college will serve the role of facilitator and assessor. All staff have been trained as assessors and are registered
  • with the ETDP SETA.
  • Assessors are also required to registered with the ISETT SETA as this qualification falls within this sub-field.
  • Moderators have been trained and registered as above.

    Assessment Methods:

    Both Written, oral and practical methods are used:
    Assessment takes the form of:
  • Written tests and exams
  • Computer-based practical tests and assignments
  • Oral presentations
  • Essays
  • Reports
  • Group presentations
  • Peer evaluation
  • Quizzes

    Assignments/Presentations/Essays/Reports/Peer Evaluation
    Learners are given a time frame in which to complete a given task. This time frame ranges from a few days to a month. This approach is generally used for formative assessments.

    Practical/Theoretical Tests & Quizzes
    Learners are given a shorter time frame in which to complete a task. This ranges from 30 minutes to 2-3 hours. This approach is generally used for formative assessments.

    Practical/ Theoretical Exams
    Learners are given a longer time frame in which to complete a task. This ranges between 2-3 hours. This approach is generally used for summative assessments.

    The competence that the learner is required to demonstrate is clearly articulated in the associated assessment criteria of the qualification. The learner must achieve all exit-level outcomes for the award of the qualification.

    Integrated assessment

    An integrated approach to assessment is adopted to ensure that the qualification is open, transparent, fair, valid and reliable. In this respect, both summative and formative assessment processes are accounted for. Integrated assessment provides the learner with an opportunity to display an ability to integrate practical performance, actions, concepts and theory across exit-level outcomes to achieve competence in relation to the purpose of this qualification.

    Assessment takes the form of:
  • Written tests and exams
  • Computer-based practical tests and assignments
  • Oral presentations
  • Essays
  • Reports
  • Group presentations
  • Peer evaluation
  • Quizzes

    Assignments/Presentations/Essays/Reports/Peer Evaluation
    Learners are given a time frame in which to complete a given task. This time frame ranges from a few days to a month. This approach is generally used for formative assessments.

    Practical/Theoretical Tests & Quizzes
    Learners are given a shorter time frame in which to complete a task. This ranges from 30 minutes to 2-3 hours. This approach is generally used for formative assessments.

    Practical/ Theoretical Exams
    Learners are given a longer time frame in which to complete a task. This ranges between 2-3 hours. This approach is generally used for summative assessments.

    The competence that the learner is required to demonstrate is clearly articulated in the associated assessment criteria of the qualification. The learner must achieve all exit-level outcomes for the award of the qualification. 
    		•

    NOTES 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.