Hard Ware & Network Servicing Level - III

Ethiopian TVET-System
Revised Model Curriculum
Hardware and Networking

Level III
Based on
Occupational Standard (OS)
BAHIR DAR
Version: 1/2006/2014
Hardware and Networking Service Level III Level-III
Copyright Info/Author: ANRS TVED Bureau
August 2006 /2014
Preface
The reformed TVET-System is an outcome-based system. It utilizes the needs of

the labor market and occupational requirements from the world of work as the
benchmark and standard for TVET delivery. The requirements from the world of
work are analyzed and documented – taking into account international
benchmarking – as Occupational Standards (OS).
In the reformed TVET-System, Curricula and Curriculum Development play an

important role with regard to quality driven TVET-Delivery. Curricula help to
facilitate the learning process in a way, that trainees acquire the set of
occupational competences (skills, knowledge and attitude) required at the working
place and defined in the Occupational Standards (OS). Responsibility for
Curriculum Development will be given to the Regional TVET-Authorities and
TVET-Providers.
This curriculum has been revised by a group of experts from different TVET
Colleges of Amhara Region based on the Occupational Standard for Hardware and
Networking Service Level III. It has the character of a model curriculum and is
an example on how to transform the occupational requirements as defined in the
respective Occupational Standard into an adequate curriculum.
The curriculum Revision process has been actively supported and facilitated by
the ANRS TVED Bureau – in line with one of its mandates to provide technical
support to the regions – and by the TVET-Reform Component of the Engineering
Capacity Building Program.
Version: 1/2006/2014
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the policies
and strategies of the Ethiopian Government, technology transformation – by using
international standards and international best practices as the basis, and, adopting, adapting
and verifying them in the Ethiopian context – is a pivotal element. TVET is given an
important role with regard to technology transfer. The new paradigm in the outcome-based
TVET system is the orientation at the current and anticipated future demand of the
economy and the labour market.
The Ethiopian Occupational Standard (EOS) is - a core element of the Ethiopian National
TVET-Strategy and an important factor within the context of the Ethiopian TVET-
Qualification Framework (ETQF).
They are national Ethiopian standards, which define the occupational requirements and
expected outcome related to a specific occupation without taking TVET delivery into
account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopian Occupational Standard comprised of Units of Competence.
A Unit of Competence describes a distinct work activity that would normally be
undertaken by one person.
Units of Competence are documented in a standard format that comprises:

 Reference to Industry Sector, Occupational title, ETQF level
 Unit code
 Unit title
 Unit descriptor
 Unit of Competence
 Elements and performance criteria
 Variables and Range statement
 Evidence guide
Version: 1/2006/2014
Together all the parts of a Unit of Competence:
 Describe a work activity
 Guide the assessor in determining whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
 A chart with an overview of all Units of Competence for the respective occupation
(Unit of Competence Chart) including the Unit Codes and the Unit of Competence
titles
 A template for a Unit of Competence (Unit of Competence Standard) – this
includes further directions on the contents and format of the unit of competence
1. TVET-Programme Design
1.1 TVET-Programme Title: HARDWARE AND NETWORK SERVICING
1.2 TVET-Programme Description
The program is designed in line with the Ethiopian Occupational Standard (EOS).
Therefore, trainees participating and complete the programme successfully will be
qualified in Hardware and Network Servicing with competencies elaborated in the
respective EOS. Graduates of the programme will have the required qualification to
work in the construction sector in the field of Hardware and Network Servicing.
In the programme special emphasis is given to Hardware and Network Servicing
systems and devices of designing, installing, configuring and maintaining of hardware
and network equipments to the users. Graduates are therefore expected to maintain and
monitor Hardware and Network Servicing products in accordance with the
performance criteria described in the EOS.
The programme will be carried out as per the curriculum developed based on the EOS.
The curriculum gives details on the expected outcome, programme content, learning
strategy, evaluation and assessment as well as on the resource conditions of the
programme.
1.3 TVET-Programme Learning Outcomes
The expected outputs of this program are the learners’ acquisition and implementation
of the following competence Hardware Network Servicing L-III:
ICT HNS3 01 0811 Gather data on business Requirement (ahemed)
ICT HNS3 02 0811 Determine Best-Fit Topology (Meqanet nit)
ICT HNS3 03 0811 Configure and Administer Server (meq)
ICT HNS3 04 0811 Create Technical Documentation(bekalu)
Version: 1/2006/2014
ICT HNS3 05 0811Monitor and Administer System and Network security
MEQUANET
ICT HNS3 06 0811 Provide First Level Remote helpdesk support (BEKALU)
ICT HNS3 07 0811 Identify and Resolve Network problems (BEKALU)
ICT HNS3 08 0811 Monitor implementation of work plan/Activities
ICT HNS3 09 0811 Conduct/Facilitate User training

ICT HNS3 10 0811 Apply quality control
ICT HNS3 11 0811 Leads Small Teams
ICT HNS3 12 0811 Lead Workplace Communication
ICT HNS3 13 0811 Improve Business Practices
1.4 Duration of the TVET-Programme

The programme will have duration of 525 hours, which will be used both for
theoretical teachings and practical exercises.
1.5 Qualification Level and Certification
Based on the descriptors elaborated on the National Qualification Framework 1 the
qualification of this specific TVET programme will be “Level III”
1.6 Target Groups
No special target group is assigned for the programme. Any citizen who meet the entry
requirements and capable of participating in the theoretical teachings and practical
activities is entitled to take part in the programme.
1.7 Entry Requirements
To enter the programme, a candidate shall at least successfully complete 10th grade
general education.
1.8 Concept and Mode of Delivery
This specific TVET-programme can be characterized as a formal programme on
middle technical level. As long as the required learning / contact hours as specified
in the curricula are retained, the training can be flexibly adopted according to the
prevailing conditions and provisions as far as organization, venue and scheduling
1
In the process of being defined and approved
Version: 1/2006/2014
of the training in concerned. As far as feasible, preferred mode of delivery is co-
operative training, meaning that TVET-institutions and companies co-operate with
regard to implementation. Involvement of companies in TVET-delivery is highly
recommended because it gives the learners exposure to the actual world of work
and enable them to get hands-on experience. Organization of in-company training
depends on the preferences and frame conditions of the respective companies. One
of the options is organization of in-company training in block-form. This has
already been practiced in the past (industry attachment / cooperative training) and
is still relevant.
Version: 1/2006/2014
U n i t o f
Module Number & Title Learning Outcomes Duration
C o m p e t e n c e
 Identify key information sources
Gather data on ICT Gathering data on  Gather data through formal and informal
ICT HNS3
business HNS3 business processes 30 hrs
01 0811
Requirement 01 0811 Requirement  Ensure analysis is accurate and complete
 Submit analysis and gain agreement
ICT  Identify key information sources
ICT HNS3 Determine Best- Determine Best-
HNS3  Determine user needs 40 hrs
02 0811 Fit Topology Fit Topology
02 0811  Develop best topology
Configure and  Confirm server specification

ICT Configure and
ICT HNS3  Verify server compatibility and inter-
Administer HNS3 Administer 130hrs
03 0811 operability
03 0811 Server
Server  Configure and test server
 Identify and analyze documentation needs

Create Technical ICT
ICT HNS3 Create Technical  Design documentation
HNS3 30hrs
04 0811 Documentation Documentation  Develop documentation
04 0811
 Evaluate and edit documentation
Monitor and
Monitor and  Ensure user accounts are controlled
Administer ICT
ICT HNS3 Administer  Secure file and resource access
HNS3 40 hrs
05 0811 System and System and  Determine authentication requirements
05 0811
Network security  Determine network security
Network security
Provide First  Analyze client support issues
ICT Provide First
ICT HNS3  Provide advice on software, hardware or
Level Remote HNS3 Level Remote 40hrs
06 0811 network
06 0811 helpdesk support
helpdesk support
 Obtain client feedback
Identify and  Implement regular network monitoring
ICT Identify and
ICT HNS3  Troubleshoot network problems
Resolve Network HNS3 Resolve Network 60 hrs
07 0811
07 0811 problems  Carry out maintenance support on
problems
identified problem
Monitor Monitor  Monitor and improve workplace operations

implementation ICT Implementation
ICT HNS3  Plan and organise workflow
HNS3 of 20 hrs
08 0811 of work  Maintain workplace records
08 0811 work
plan/Activities plan/Activities  Solve problems and make decisions
 Plan ICT training system

 Identify IT system training needs
ICTHNS Conduct/Facilitat ICTHN Conduct/Facilitat  Implement training change 30 hrs
09 0811 e User training S 09 e User training  Monitor and review implementation
0811
 Prepare and deliver training on use of
modified system
Version: 1/2006/2014
Apply quality  Confirm quality standards
ICT Apply quality
ICT HNS3  Record information
control HNS3 20 hrs
10 0811 control  Study causes of quality deviations
10 0811
 Complete documentation
 Provide team leadership

Leads Small
ICT Leads Small  Assign responsibilities
ICT HNS3
Teams HNS3  Set performance expectations for 20 hrs
11 0811 Teams
11 0811 team members
 Supervised team performance
Lead  Communicate information about

Lead Workplace ICT workplace processes
ICT HNS3 HNS3 Workplace
Communication  Identify and communicate issues 20 hrs
12 0811 12 0811 Communicati arising in the workplace
on  Lead workplace discussion
ICT HNS3 Improve Business ICT Improving Diagnose the business
13 0811 Practice HNS3 Business Practice Benchmark the business
13 0811 Develop plans to improve business performance
Develop marketing and promotional plans 45
Develop business growth plans
Implement and monitor plans
Program Duration (Grand Total) 525 hours

*The time duration (Hours) indicated for the module should include all activities in and
out of the TVET institute.
Version: 1/2006/2014
Ethiopian TVET System
Model Curriculum
Page 9 of 51 Copyright Info/ TVET Programme title: Version and Year:

Authorship: HARDWARE AND NETWORK TECHNOLOGY NOVEMBER, 2008
Model Curriculum
1.1 TVET-Program Structure

*The time duration (Hours) indicated for the module should include all activities in and out of the TVET institute.
1.2 Assessment, Assessment Criteria and Assessment Scheduling

In-TVET Institution Assessment as well as management and scheduling of
occupational testing is within the responsibility of TVET – Providers. In this
regard, two types of assessment are to be carried out.
 In-TVET Institution Assessment: - it includes continuous assessment
and final exams / assessment. The criteria to sit for this internal type of
assessment will be in line with applicable rules and regulations of
individual TVET-Providers. This type of assessment is often module-
based and done at institution level by the respective trainer/teacher based
on the information deliberated in each module and trainer’s manual.
 Occupational Assessment2: - Occupational assessment and certification
of the achieved occupational qualifications will be done according to
occupational assessment guideline and procedures. The smallest unit
considered for external occupational testing is the basic function /Unit of
Competence stated in the respective EOS. Conducting occupational
assessment is the responsibility of either Centre of Competences or related
 Satellites or accredited assessment centres. Individual TVET-Providers are
involved in the scheduling of occupational assessment, defining when
respectively at which points of the TVET-Programme occupational
assessment is considered as suitable.
1.3 Resources
TVET programme providers are expected to fulfil the required resources for the righteous
delivery of the training. Resources might be generally categorized in two main categories:
 Learning facilities/infrastructure: - These include physical structures
like buildings and the facilities required for the teaching –learning process,
e.g. Model offices and workshops.
 Teaching, Training and Learning Materials (TTLM): - All types of
materials suitable or specifically designed and developed to support the
occupational learning processes and thus helping to achieve the desired
learning outcomes are considered to be under this category.
TVET providers (and trainers/teachers) are also advised to appropriately select and
organize additional resources other than suggested in the respective module based on their
prevailing conditions.
1.13 Trainer’s (Learning Facilitator’s) Profile
2
in the process of being defined and approved
Model Curriculum for Entrepreneurship from level I-V
For this particular TVET programme and especially for the main modules, trainers
(facilitators) are expected to have 1st Degree in related fields of studies and satisfactory
practical experiences, or equivalent qualifications and relevant experience.
1.14. Customisation
The training providers have the option to customise the training programme according
to their specific needs as prescribed in the Curriculum Development Guideline, the
applicable Ethiopian Occupational Standard and the relevant rules and legislations.
1.15. Generic Competences
Generic competences focus on the capacity to apply physical or mental attributes,
essential for employability in a large number of different qualifications (occupations)
and industries. They are context independent and important for work, learning and life
in general.
Generic competences refer to overall performance outcomes, which have mostly been
derived from identified social, physical and personal environment related
management requirements.
Acquired generic competencies are universal, immediately available personal
capacities, which guide the performance of skills / application of knowledge and do
not require any adaptation to fit new work situations.
Generic competences include:
 Cognitive (problem solving) competences
 Meta-cognitive (intra-personal) competences
 Human resource management (interpersonal) competences
 Physical resource management (operational) competences
(Technology, Data, Supplies, Time, Money)
 Work readiness (educational) competences
 Work creativity and innovation (business) competences
1.16. Licensing and regulatory requirements

The qualification gained by completing the TVET training programme may not on its
own be sufficient to receive recognition by professional or industry bodies or
government authorities. Recognition may be conditional. These conditions may be in
the form of additional required assessments and certifications / licences to be obtained
or defined training measures and probation periods to be successfully completed in
order to be able to practice the occupation.
Licensing and regulatory requirements that have to be met should be checked with the
respective bodies and authorities and need to be kept up-to-date.

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LEARNING MODULE 01 TVET
Provider
TVET PROGRAM TITLE: Hardware and Network Servicing Level III
MODULE TITLE: Gathering Data on Business Requirements
MODULE CODE: ICT HNS3 M01 0811
NOMINAL DURATION: 30 hrs
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in
gathering data on business requirements. It includes identifying, analyzing and documenting
business requirements.
LEARNING OUTCOMES:
At the end the module the trainee will be able to:
LO1 Identify key information sources
LO2 Gather data through formal and informal processes
LO3 Ensure analysis in accurate and complete
LO4 Submit analysis and gain agreement
MODULE CONTENTS:
LO1 Identifying the key information sources
1.1 Overview of data and information
1.2 Source of information
1.3 Identifying information repository
1.4 Reviewing current organization document
1.4.1 Business forms
1.4.2 Policy documents
1.4.3 Financial statements
1.4.4 Performance reports
1.4.5 Annual reports
1.5 Developing critical questionnaires
1.5.1 Using open and close ended questions
LO2 Gathering data through formal and informal process
2.1 Data gathering techniques
2.1.1 Questionnaires
2.1.2 Interviews
2.1.3 Observation
2.1.4 Surveying
2.2 Reviewing Reports and data sources
2.3 Confirming Business critical factors
2.3.1 Response times
2.3.2 Scalability
2.3.3 Traffic
2.3.4 Data knowledge and management
2.3.5 Security
2.3.6 Customer demographics
2.3.7 Customer confidence
2.4 Defining and analyzing business priority

LO3 Ensure analysis is accurate and complete
3.1 Analyzing and evaluating accurate and consistent information
3.2 Identifying conflict information
3.3 Resolving conflicts information
3.4 LO4 Submit analysis and gain agreements
4.1 Preparing detailed document
4.1.1 Using documentation standards
4.1.2 Using organizational templates
4.2 Writing succinct and appropriate document
4.1 Ensuring the availability of data gathered to client
LEARNING STRATEGIES:
 Lecture-discussion
 Group work
 Institutional Individual assignment
 Workplace Assignment
ASSESSMENT METHODS:
 Interview/Written Test
 Demonstration/Observation with Oral Questioning

ASSESSMENT CRITERIA:
LO 1 Identify key information sources
 Information repositories are identified across the business
 Current organizational documentation are reviewed
 Critical questions are developed to elicit information from key stakeholders using a
mixture of open and closed questions
 Information gathering techniques are ensured to use a quality assurance methodology
and meet budgetary constraints
LO 2 Gather data through formal and informal processes
 Information gathering workshops and interviews are conducted to gather data
 Reports and other data sources are reviewed for relevant business information
 Business-critical factors relating to current and future directions of the organization
are confirmed with
 stakeholders
 Group and individual responses are analyzed to clearly define business priorities
LO 3 Ensure analysis is accurate and complete
 Information gathered are analyzed and evaluated for accuracy and consistency
 Document conflicts in information are gathered
 Conflicts in information or points of view are resolved with stakeholders
LO 4 Submit analysis and gain agreement
 Detailed document according to documentation standards and organizational templates
are prepared
 Document in a style are written that is succinct and appropriate to the audience
 Data gathered are communicated to client to gain consensus and agreement on
business requirements
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LEARNING MODULE 02 Provider

MODULE TITLE: Determining Best-fit Topology
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to
determine the most appropriate way of networking computers to meet user needs and business
requirements.
LEARNING OUTCOMES:
At the end this Module the trainee will be able to:
LO1 Identify key information sources
LO2 Determine user needs
LO3 Develop best topology
MODULE CONTENTS:
LO1 Identifying key information sources
1.1 Introduction to Network and Network Topologies
1.1.1 Terminologies related to Topology
1.1.2 Types of Topology
1.2 Identifying information repositories across the business
1.3 Reviewing organizational documentation
1.4 Developing crical questions to extract information
1.5 Ensuring information gathering techniques
LO2 Determining user needs
2.1 Identifying different segments for the proposed network
2.2 Determining segment needs using network functional analysis
2.3 Estimating traffic content and volumes
LO 3 Developing Best Topology
3.1 Determining resource requirements for each network segment
3.2 Analyzing features of the physical environment based on network design
3.3 Conducting costing process for possible topology option
3.4 Selecting and documenting appropriate network topology
 Demonstration
 Simulation
 Group work

ASSESSMENT METHODS:
LO 1 Identify key information sources
 Information repositories are identified across the business
 Current organizational documentation are reviewed
 Critical questions are developed to elicit information from key stakeholders using a
mixture of open and closed questions
 Information gathering techniques are ensured to use a quality assurance methodology
and meet budgetary constraints
LO 2 Determine user needs
 Different segments are identified for the proposed network based on business
requirements.
 Segment needs are determined using network functional analysis.
 Traffic content and volumes are estimated based on business requirements
LO 3 Develop best topology
 Resource requirements for each network segment are determined on the basis of
functional analysis.
 Features of the physical environment are analyzed based on network design.
 Costing process is conducted for possible topology options.
 Appropriate network topology is selected and documented based on business
requirements and functional analysis.

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MODULE TITLE: Configuring and Administering Server
MODULE DESCRIPTION:
defines the competence required to build, configure and test a server
LEARNING OUTCOMES:
LO1 Confirm server specification
LO2 Verify server compatibility and inter-operability
LO3 Configure and test server
MODULE CONTENTS:
LO1 Confirming server specification
1.1 Introduction to Network Operating system
1.2 Confirminig server application and server design
1.3 Identifying Specifications
1.2.1 Product, Vendor, Architecture Equipment
1.4 Identifying Technology and resource within business requirement
LO 2 Verifying server compatibility and inter-operability
2.1 Reviewing Hardware and software compatibility
2.2 Obtaining all hardware requirement for server installation
2.3 Installing required OS and software
2.4 Installing third party software
2.5 Patching Operating System and Application to ensure security and reliability
LO3 Configuring and test server
3.1 Configuring Server
3.1.1 Application/web server
3.1.2 DNS and DHCP Server
3.1.3 Email server
3.1.4 File and printer server
3.1.5 FTP server
3.1.6 Firewall server
3.1.7 Proxy/cache server
3.1 Defining scope and applicability
3.2 Testing against Technical requirement
3.3 Developing Test plan
3.4.1 Resources and network impact
3.4Running System test and recording outcomes

3.5Analyzing Error report and changes
3.6Working on Server Application and Design
3.6.1 File sharing and Printer Sharing
3.6.2 Messaging
3.6.3 Web Services
3.6.4 Network and Remote Access
3.6.5 Database and Data Warehousing
3.6.6 Directory Services
3.6.7 Line of Business Application
3.6.8 Server management
3.6.9 Terminal Services
 Demonstration
 Simulation
 Practical activity
 Group work
 Individual assignment
ASSESSMENT METHODS:
LO 1 Confirm server specification
 Network operating system, server applications and server design are confirmed with
client and system need.
 Product, vendor architecture and equipment specifications are identified according to
the system need.
 Technology and resource are identified within business requirements and budget.
LO 2 Verify server compatibility and inter-operability
 Hardware and software are reviewed to ensure compatibility.
 All hardware required is obtained for server installation.
 Required operating system and software is Installed for proper function.
 Additional tools or third-party software is installed as required by the created design.
 Operating system and applications is patched to ensure security and reliability.
LO 3 Configure and test server
 Server is configured as required by technical requirements.
 Scope and applicability of the testing is defined against technical requirements.
 Test plan is developed with reference to resources and network impact.
 System testing is run according to test plan and record outcomes.

 Error report is analyzed and changes are made as required.
 Changes or additions are validated against specifications.

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MODULE TITLE: Creating Technical Documentation
NOMINAL DURATION: 30 hours
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes to create
technical documentation that is clear to the target audience and easy to navigate.
LEARNING OUTCOMES:
LO1 Identify and analyze documentation needs
LO2 Design documentation
LO3 Develop documentation
LO4 Evaluate and edit documentation
MODULE CONTENTS:
LO1 Identify and analyze documentation needs
1.1 Identifying client documetation requirement
1.2 Interpreting and evaluating documentation requirement
1.3 Investigating documentation standards
1.4 Producing document and defining the scope
1.5 Validating and confirmining the scope of work
LO2 Design documentation
2.1 Identify required information
2.2 Creating consistent document templates and style information requirements
2.3 Understanding the system functionality
2.4 Extracting the content that meets information requirements
2.4.1 Copyright restriction
2.5 Developing structures of technical documentation
2.4.1 Flow of information
2.6 Validating the technical documentation structure
LO3 Develop documentation
3.1 Writing technical documentation
3.2 Translating technical terminology
3.3 Applying content format and style
4.1 Submitting technical documentation
4.2 Analyzing and gathering feedback
4.3 Implementing feedback mechanisms in line with organization policies
4.3.1 Verbal feedback
4.3.2 Informal feedback
4.3.3 Formal feedback

4.3.4 Questionnaire
4.3.5 Survey
4.3.6 Group discussion
4.4 Editing technical documentation
 Simulation
 Group work
ASSESSMENT METHODS:
LO 1 Identify and analyze documentation needs
 Client is consulted to identify documentation requirements
 Documentation requirements are interpreted and evaluated, and details with the client
confirmed
 Industry and documentation standards are investigated for requirements
 Scope of work is defined and documented to be produced
 Client is consulted to validate and confirm the scope of work
LO 2 Designing documentation
 Information requirements are identified with reference to layout and structure
documented
 Document templates and style guides are created consistent with information
requirements
 Review of the system is conducted in order to understand its functionality
 Content that meets information requirements is extracted in accordance with relevant
copyright restrictions
 Structure of the technical documentation is developed giving focus to the flow of
information, style, tone and content format
 Technical documentation structure is validated with the client
LO 3 Develop documentation
 Technical documentation is written based on the template and scope of work using the
information gathered
 Technical terminology is translated into plain English where appropriated
 Content format and style is applied in accordance with relevant documentation
standards and templates

 Technical documentation is submitted to appropriate person for reviewed

 Feedback is gathered and analyzed
 Alterations into the technical documentation is incorporated
 Technical documentation is edited for technical and grammatical accuracy

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MODULE TITLE: Monitoring and Administering System and Network Security
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in to
monitoring and administering security functions of a system.
LEARNING OUTCOMES:
LO1 Ensure user accounts are controlled
LO2 Secure file and resource access
LO3 Determine authentication requirements
LO4 Determine network security
MODULE CONTENTS:
LO1 Ensuring user accounts are controlled
1.1 Modifying default user settings to conform security policy
1.2 Modifying created user setting to conform security policy
1.3 Ensuring appropriateness of legal notices at logon
1.4 Using appropriate utilities to check strength and complexity of passwords
1.5 Reviewing action taken to ensure password procedures
1.6 Accessing information services to identify security gaps
1.7 Taking appropriate action
LO 2 Securing file and resource access
2.1 Reviewing inbuilt security and access features
2.2 Developing or reviewing file security categorization scheme
2.3 Implementing and scheduling virus checking process
LO 3 Determining authentication requirements
3.1 Determining user and enterprise security requirements
3.1.1 Security plan
3.2 Identifying and analyzing authentication options
3.3 Selecting most appropriate authentication and authorization process
LO4 Determining network security
4.1 Sharing resource access via network
4.2 Monitoring and recording security threats to the system.
4.3 Updating latest antivirus signatures
4.4 Scheduling back–up strategy
 Group work
 Demonstration
 Practice

ASSESSMENT METHODS:
LO 1 Ensure user accounts are controlled
 Default user settings are modified to ensure that they conform to security policy.
 Previously created user settings are modified to ensure they conform to updated security
policy.
 Legal notices are displayed ensured at logon are appropriate.
 Appropriate utilities are used to check strength of passwords and consider tightening
rules for password complexity.
 Action taken to ensure password procedures are reviewed with appropriates other internal
departments.
 Information services are accessed to identify security gaps and appropriate action taken
using hardware and software or patches.
LO 2 Secure file and resource access
 Inbuilt security and access features of the operating system are reviewed and considered
for further action
 File security categorization scheme, and an understanding of the role of users is
developed or reviewed in setting security.
 Virus checking process is implemented and scheduled for the server, computer and other
system components.
LO 3 Determine authentication requirements
 User and enterprise security requirements are determined with reference to enterprise
security plan.
 Authentication options are identified and analyzed according to user and enterprise
requirements.
 Most appropriate authentication and authorization processes are selected based on
security requirements.
LO 4 Determine network security
 Users shared resources access via a network with reference to enterprise security plan
 Security threats are monitored and recorded to the system.
 The latest antivirus signatures are updated.

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Provider
MODULE TITLE: Providing First Level Remote Help Desk Support
MODULE DESCRIPTION:
provide advice and support to clients including the communication of comprehensive technical
information.
LEARNING OUTCOMES:
LO1 Analyze client support issues
LO 2 Provide advice on software, hardware or network
LO3 Obtain client feedback
MODULE CONTENTS:
LO1 Analyzing client support issues
1.1 Checking problems logged by the client
1.2 Checking previous problems or request of the client
1.3 Investigating and documenting support issues
1.4 Notifying investigation and advice provision
1.5 Obtaining client feedback and make changes
LO2 Providing advice on software, hardware or network
2.1 Confirming software, hardware or network requirements with client
2.2 Investigating and documenting problem solutions for hardware and software problems
2.3 Documenting additional requirement in the investigation
2.4 Obtaining approval from clients to implement the solution
2.5 Investigating and documenting technical support
2.6 Discussing and agreeing on level of technical support
2.7 Arranging time with the client
2.8 Providing manuals, help documentation and technical support
LO3 Obtaining client feedback
3.1 Creating an appropriate evaluation or feedback
3.2 Providing instructions to the client on how to complete the feedback form
3.3 Distributing evaluation or feedback to the client
3.4 Reviewing feedback from the client
3.5 Identify areas for improvement

 Demonstration
 Simulation
 Group work
ASSESSMENT METHODS:
LO 1 Analyze client support issues
 New problems logged by client are checked
 Previous logs for similar problems or requests from client are checked
 Support issues affecting the client are investigated and documented
 Client of the results of investigation and provide advice and support on findings are
notified
 Client feedback and make changes are obtained
LO 2 Provide advice on software, hardware or network
 Software, hardware or network requirements with clients are confirmed
 Solution for the hardware and software problems are investigated and documented
 Additional requirements discovered in the investigation and refer them to the clients are
documented
 Approval from the client to implement the solutions are obtained
 Amount of technical support the client may require are investigated and documented
 Level of technical support identified with the client are discussed and agreed
 Time with the client when support will take place is arranged
 Technical support as part of group or one-to-one instruction to the client is provided
 Manuals and help documentation to the clients are provided
LO 3 Configure and test server
 Server is configured as required by technical requirements.
 Scope and applicability of the testing is defined against technical requirements.
 Test plan is developed with reference to resources and network impact.
 System testing is run according to test plan and record outcomes.
 Error report is analyzed and changes are made as required.
 Changes or additions are validated against specifications..

Logo of TVET
MODULE TITLE: Identify and Resolve Network Problems
NOMINAL DURATION: 60 hours
MODULE DESCRIPTION:
troubleshoot local area network problems.
LEARNING OUTCOMES:
LO1 Implement regular network monitoring
LO2 Troubleshoot network problems
LO3 Carry out maintenance support on identified problem
MODULE CONTENTS:
LO1 Implementing regular network monitoring
1.1 Setting up an appropriate log to monitor network activity
1.2 Producing a management information base (MIB)
1.3 Using Network tools
1.4 Reviewing documents and logs regularly to facilitate network tuning
1.5 Making recommendations to management
1.5.1 To require additional network resources
1.5.2 To improve performance or avoid problem
LO2 Troubleshooting network problems
2.1 Addressing help desk and other support services to identify network problems
2.2 Using tools and knowledge of network topology protocols
2.3 Identifying and solve network problems
2.4 Advising Users and clients
2.5 Completing support documentation
LO3 Carrying out maintenance support on identified problem
3.1 Conducting diagnostic tests on identified problem
3.2 Completing maintenance in line with organizational guidelines
3.2.1 Security procedures
3.2.2 Logged call procedures, client liaison policy
3.2.3 Preventative maintenance and diagnostic policy
3.2.4 Maintenance agreements, warranties
3.2.5 Contracting arrangements relating to IT purchasing
3.3 Obtaining new components
3.3.1 Motherboards, CMOS battery, central processing unit (CPU)
3.3.2 CD and DVD drives, interface cards, drives, fax/modem cards, RAM
upgrades, CPU upgrades

3.4 Storing or disposing components
 Simulation
 Demonstration
 Group work
ASSESSMENT METHODS:
LO 1 Implementing regular network monitoring
 An appropriate log is set up to monitor network activity and to produce a
management information base (MIB).
 Network tools are used to benchmark the network and to establish a reference point for
network performance.
 Documents and logs regularly reviewed to facilitate network tuning.
 Recommendations are made to management for additional network resources to
improve performance or to pro-actively avoid problem.
LO 2 Troubleshooting network problems
 Help desk and other support services are addressed to quickly identify network
problems.
 Various tools and knowledge of network topology and protocols are used to identify
and solve network problems.
 Users and clients of progress and solutions are advised in a timely manner.
 Support documentation is completed based organizational requirement.
LO 3 Carrying out maintenance support on identified problem
 Diagnostic tests around identified problem are conducted based on requirement.
 Maintenance is completed in line with organizational guidelines.
 New components as part of the resolution are obtained where necessary.
 Components are stored or dispose in accordance with organizational guidelines

Logo of
Provider
MODULE TITLE: Monitoring Implementation of Work plan/Activities
MODULE CODE : ICT HNS3 M08 0811
MODULE DESCRIPTION:
This module covers the knowledge, skills and attitudes required to oversee and monitor the
quality of work operations within an enterprise.
LEARNING OUTCOMES:
At the end of the module the trainee will be able to:
LO1 Monitor and improve workplace operations
LO2 Plan and organize workflow
LO3 Maintain workplace records
LO4 Solve problems and make decisions
MODULE CONTENTS:
LO 1 Monitor and improve work place operations
1.1 Monitoring efficiency and service levels
1.2 Supporting operations in the workplace
1.2.1 Quality Assurance
1.2.2 Principles of quality assurance
1.3 Identifying and adjusting quality problems and issues
1.4 Changing procedures and systems to improve efficiency and effectiveness
1.5 Consulting colleagues to improve efficiency and service levels
LO2 Plan and organize work flow
2.1 Assessing current work load
2.2.1 Scheduling work to enhance efficiency and Customer service quality
2.2 Delegating work
2.3.1 Principles of delegation
2.3 Assessing work flow
2.4.1. Work flow objectives
2.4.2 Principles of work planning and time management
2.4 Assisting colleagues
2.5.1 Work load prioritization
2.5 Providing inputs
2.6 Management and staffing needs
LO3 Maintain work place Records
3.1 Completing and submitting workplace records
3.1.1 Staff records
3.1.2 Regular performance reports
3.1.3 Relevant work place
3.2 Delegating monitoring records

4.1 Identify workplace problems
4.1.1 Operational and customer service prospective
4.2 Initiating short term actions to resolve problems

4.2.1 Delegation and problem solving technique
 Group work
ASSESSMENT METHODS:
LO1 Monitor and improve workplace operations
 Efficiency and service levels are monitored on an ongoing basis.
 Operations in the workplace support overall enterprise goals and quality assurance
initiatives.
 Quality problems and issues are promptly identified and adjustments are made
accordingly.
 Procedures and systems are changed in consultation with colleagues to improve
efficiency and effectiveness.
 Colleagues are consulted about ways to improve efficiency and service levels
LO2 Plan and organize workflow
 Current workload of colleagues is accurately assessed.
 Work is scheduled in a manner which enhances efficiency and customer service quality.
 Work is delegated to appropriate people in accordance with principles of delegation.
 Workflow is assessed against agreed objectives and timelines.
 Colleagues are assisted in prioritization of workload.
 Input is provided to appropriate management regarding staffing needs.
LO3 Maintain workplace records
 Workplace records are accurately completed and submitted within required timeframes.
 Where appropriate completion of records is delegated and monitored prior to
submission.
 Workplace problems are promptly identified and considered from an operational and
customer service perspective.
 Short term action in initiated to resolve the immediate problem where appropriate.
 Problems are analyzed for any long term impact and potential solutions are assessed
and actioned in consultation with relevant colleagues.
 Where problem is raised by a team member, they are encouraged to participate in
solving the problem.
 Follow up action is taken to monitor the effectiveness of solutions in the workplace.
Logo of
Provider
TVET PROGRAM TITLE:Hardware and Network Servicing Level III

MODULE TITLE: Conducting / Facilitating User Training
NOMINAL DURATION: 30Hrs
MODULE DESCRIPTION:
The module aims to provide the trainees with the knowledge, skills and right attitudes in
applying techniques that facilitate the working, planning, implementation and monitoring of
information technology through training.
LEARNING OUTCOMES:
LO1 Plan ICT training system
LO2 Identify IT system training needs
LO3 Implement training change
LO4 Monitor and review implementation
LO5 Prepare and deliver training on use of modified system
MODULE CONTENTS:
LO1. Planning ICT training system
1.1 Developing and researching training procedures and plan
1.2 Identifying employees/staff members of the organization
1.3 Training staff and management in change management procedures and policies
1.4 Evaluating current ICT training user or business patterns
1.5 Identifying the key personnel reponsible for training
1.6 Implementing training plan
LO2 Identifying IT system training needs
2.1 Comparing identified needs against performance benchmarks
2.1.1 Analyzing technical cost, saving
2.2 Assessing proposed training to determine its impact
2.3 Re –notifying of necessary training by key personnel
LO3 Implementing training change
3.1 Planning training schedule
3.2 Allocating and prioritizing training resources
3.3 Implementing training management plan and procedures
3.4 Involving higher officials in the training process
3.5 Capturing new performance benchmark to measure training
3.6 Identifying training requirements
LO4 Monitoring and reviewing implementation
4.1 Measuring training performance
4.2 Submitting results to higher officials
4.3 Providing appropriate report and documentation

LO5 Preparing and delivering training on use of the modified system

5.1 Preparing training to clients
5.2 Delivering training for appropriate clients
 Group work
 Project work
 Practice through individual assignments
ASSESSMENT METHODS:
LO 1 Plan ICT training system
 Training procedures and aim are researched and developed according to the
organizational needs.
 IT training plan are developed
 Staffs/employees, who will take training are identified
 Staff and management are trained in change management procedures and polices
 Current IT training user or business patterns are evaluated
 Key personnel responsible are identified for training and implementing training plan
LO 2 Identify IT system training needs
 Current IT training benchmarks are determined
 Identified needs are compared against performance benchmarks to identify possible
training
 Proposed training are assessed to determine impact
 Key personnel re notified of necessary training
LO 3 Implement training change
 Training schedule are planned
 Trainings are prioritized and resources are allocated
 Training management plan and procedures are implemented.
 High officials are involved in the training process
 New performance benchmarks are captured to measure training
 Training requirements are identified
LO 4 Monitor and review implementation
 Training performance are measured against new benchmarks
 Performance results are submitted to higher officials
 Appropriate documentation and reporting are provided of the training

LO 5 Prepare and deliver training on use of modified system

 Training are prepared to meet the needs of client in using the changed system
 Prepared training are delivered appropriate for the client

ICT ITS2 07 0811 : Administrating Network and Hardware Peripherals

Recommended
Item Description/ Quantit
Category/Item Ratio
No. Specifications y
(Item: Trainee)
A. Learning Materials
 TTLM
 Trainers guide
 Reference book and manuals
 Hand outs
 Books
 networked file storage and back-up devices
B. Learning Facilities & Infrastructure

 Chalk board/ white board
 Sample documents
 Written materials
 Reference books, illustrations
 Good classroom environment
C. Consumable Materials
 Paper ,note book ,pen/pencil and check list
D. Tools and Equipments
• Cables
• Cable tester
• Commands line interface
(e.g. ping, ipconfig)
• Connectors
• Toolkit
• Personal Computer
• Networking devices
(e.g. Hub, NIC)
• Diagnostic tools and software

Resource Requirements
ICT ITS2 06 0811 : Administrating Network and Hardware Peripherals

Recommended
Item Description/
Category/Item Quantity Ratio
No. Specifications
(Item: Trainee)
 TTLM
 Trainers guide
 Reference book and manuals
 Hand outs
 Books
 networked file storage and back-up
devices
B. Learning Facilities & Infrastructure

 Chalk board/ white board
 Sample documents
 Written materials
 Reference books, illustrations
 Good classroom environment
 Paper ,note book ,pen/pencil and check list

LEARNING MODULE 10 Logo of TVET Provider
TVET – PROGRAMME TITLE : Hardware and Network Servicing

Level III
MODULE TITLE: Applying Quality Control
MODULE CODE: ICT HNS3 10 0811
NOMINAL DURATION: 20hrs
MODULE DESCRIPTION:. This unit covers the knowledge, attitudes and skills required in applying
quality control hardware and network activities
LEARNING OUTCOMES (Objectives) At the end of the module the trainees must be able to:
LO1 Confirm quality standards
LO2 Record information
LO3 Study causes of quality deviations
LO4 Complete documentation
MODULE CONTENTS:
LO1 Confirming quality standards
1.1Document quality standard procedure for hardware and network services
1.2 Disseminate quality documents
1.3Introduce standard procedure
1.4Revise Standard Procedure
LO2 Assess quality of service delivered
2.1 Checking service delivery
2.1.1 Check against specifications
2.1.2 Visual inspection of final output
2.1.3 Physical inspection of service
2.2 Evaluating Service Delivery
2.2.1 Standard specifications
2.2.2 Procedures
2.2.3 Materials
2.3 Identify causes of any faults
2.4 Recording basic information in the quality performance
LO3 Record information
3.1 Recording basic information on the quality performance
3.2 Maintaining records of work quality
LO4 Study causes of quality deviation
4.1 Investigate causes of deviation
4.2 Recommending suitable prevention action
4.2.1 Materials
4.2.2 Components
4.2.3 Process
LO5 Complete Documentation
5.1 Record information on quality performance
5.2 Record all services and process

LEARNING STRATEGIES AND METHODS

Learning Strategies
 Learner-centred
 Flexible
 Off- and on-job-training integrated
 Consideration of both individual vs. group based practices/exercises
 Holistic projects
Learning Methods
 Discussion
 Lecturer
 Demonstration
 Project
 Practical exercise
RESOURCE CONDITIONS
 Training-, Teaching- and Learning Materials

Reference Books and Manuals
Visual Training Media
o Overhead Projector (OHP) + Transparencies
o Blackboard (preferably magnetic)
o Whiteboard
o Flipchart
o Illustrations
o Pictures
o Models
o computer
 Required building facilities (classrooms, workshops, and laboratories) tools, machines, equipment
and materials of the course as needed.
 Budget for training operations, maintenance, repair and replacements.

 Budget for Regular Visits to work shop Exhibitions and garage for technology updates.
MODULE ASSESSMENT
Assessment of the module should be based on the evaluation of the attainment of the learning outcomes
with the reference to the performance criteria indicated in the respective EOS for the occupation.
Competency may be assessed through:
 Practical assessment
o Interview
o Oral
o Observation
 Theoretical exam

Portfolio Assessment (E.g. Certificate from training providers)

Assessment criteria
LO1: Confirm quality standards

 Quality standard procedures document for hardware and network services are acquired and
confirmed.
 Quality documents are disseminated to staff in accordance with the organization policy.
 Standard procedures are introduced and explained to organizational staff / personnel.
 Standard procedures are revised / updated when necessary
LO2: Assess quality of service delivered
Services delivered are checked against organization quality standards and specifications
 Service delivered are evaluated using the appropriate evaluation parameters and in accordance
with organization standards
 Causes of any identified faults are identified and corrective actions are taken in accordance with
organization policies and procedures
LO3: Record information
 Basic information on the quality performance is recorded in accordance with organization
procedures
 Records of work quality are maintained according to the requirements of the organization
LO4: Study causes of quality deviations
 Causes of deviations from final outputs or services are investigated and reported in accordance
with organization procedures
 Suitable preventive action is recommended based on organization quality standards and
identified causes of deviation from specified quality standards
of final service or output
LO5:- Complete documentation
 Information on quality and other indicators of service performance is recorded.
 All service processes and outcomes are recorded
MAIN MODULE 11 Logo of TVET Provider

Occupational Standard: Hardware and Network Servicing

Level III
MODULE TITLE: - Lead Small Teams
NOMINAL DURATION: 20 Hrs
MODULE CODE :- ICT HNS3 11 0811
MODULE DESCRIPTION:- This unit covers the knowledge, attitudes and skills to lead small
teams including setting and maintaining team and individual performance standards.
LEARNING OUTCOMES (Objectives)

At the end of the module the learner must be able to:
LO1 Provide team leadership

LO2 Assign responsibilities
LO3 Set performance expectations for team members
LO4 Supervised team performance
MODULE CONTENTS:
LO1 Providing team leadership
1. Introduction to team leadership
2. Identifying and presenting work requirements to team members
2.1. Client profiles
2.2. Assignment instruction
3. Communicating reasons for instructions and requirements to team members
4. Recognizing, discussing, and dealing with team members’ quires(requests) and concerns
LO2 Assigning responsibilities
2.1 Allocating duties and responsibilities to team members according to company policy
2.2 Allocating duties based on individual preference and domestic consideration
2.3 Representing concerns of next level of management to team members and individuals
LO3 Setting performance expectations for team members
3.1 Describing performance expectations
3.2 Establishing performance expectations based on client needs and assignment requirements
3.3 Discussing and disseminating performance expectations to individual team members
LO4 Supervising team performance
4.1 Monitoring performance against defined criteria
4.1.1 Formal and informal process
4.2 Taking corrective actions
4.3 Providing feedback (positive support and advice)on strategies to overcome deficiencies
4.3.1 Formal and informal feedback process
4.4 Referencing performance issues which can’t be addressed or solved, to responsible body
4.5 Informing team members for any changes
4.6 Monitoring team operations to ensure attainment of employer and or client needs are met
4.7 Providing follow-up announcement on all issues affecting the team
4.8 Completing relevant documentations in accordance with company procedures
LEARNING STRATEGIES AND METHODS

Learning Strategies
 Learner-centred
 Flexible
 Off- and on-job-training integrated
 Consideration of both individual vs. group based practices/exercises
 Holistic projects
Learning Methods
 Discussion
 Lecture
 Demonstration
 Project
 Practical exercise
RESOURCE CONDITIONS
 Training, Teaching and learning materials
 Trainer’s Guide
 Reference manuals
 Reference Books
 Networking Essentials Plus, Microsoft Press
 An Introduction to Computer Networking, Mansfield & Antonakos
 Mastering Windows 2000 Server, Minasi et al
 Models
 Modules and internet
 Learning Facilities (infrastructure)
 Visual training media (OHP, transparencies, Black board, White Board, )
 Hardware peripherals and workstation
 Live network, cables, NOS, software's, toolkit and cable tester
 Firewall/Proxy server
 Laboratory room
 Required building facilities
 Budget for further training and skill gap of teachers/instructors
MODULE ASSESSMENT
Assessment of the module should be based on the evaluation of the attainment of the learning
outcomes with the reference to the performance criteria indicated in the respective EOS for the
occupation.
 Assessment Methods and Schedules
Methods:
o Interview
o Simulation/Role-plays
o Observation
 Theoretical exam
Schedule:
 Final examination at the end of the module
 Assessment Conditions
Aspects of competency, including the attainment of relevant knowledge and skills, may be
assessed in, a closely simulated work environment, or other appropriate means that clearly meet
industry competency requirements.
Assessment criteria
LO1:- Provide team leadership

 Work requirements are identified and presented to team members
 Reasons for instructions and requirements are communicated to team members
 Team members’ queries and concerns are recognized, discussed and dealt with
LO2:- Assign responsibilities

 Duties and responsibilities are allocated having regard to the skills, knowledge and aptitude
required to properly undertake the assigned task and according to company policy
 Duties are allocated having regard to individual preference, domestic and personal
considerations, whenever possible
LO3:- Set performance expectations for team members
 . Performance expectations are established based on client needs and according to
assignment requirements
 Performance expectations are based on individual team members duties and area of
responsibility
 Performance expectations are discussed and disseminated to individual team members
LO4:- Supervised team performance
 Monitoring of performance takes place against defined performance criteria and/or

assignment instructions and corrective action taken if required
 Team members are provided with feedback, positive support and advice on strategies to
overcome any deficiencies
 Performance issues which cannot be rectified or addressed within the team are
referenced to appropriate personnel according to employer policy
 Team members are kept informed of any changes in the priority allocated to
assignments or tasks which might impact on client/customer needs and satisfaction
 Team operations are monitored to ensure that employer/ client needs and requirements
are met

LEARNING MODULE 12 Logo of TVET Provider

TVET PROGRAM TITLE: HARDWARE AND NETWORK SERVICING
LEVEL III
MODULE TITLE: Leading Workplace Communication
MODULE CODE: ICT HNS3 12 01 11

MODULE DESCRIPTION: This module covers the knowledge, attitudes and skills to lead in the
dissemination and discussion of information and issues in the workplace.
Learning Outcomes(Objectives)
At the end of the module the learner will be able to:
LO1 Communicate information about workplace processes
LO2 Identify and communicate issues arising in the workplace
LO3 Lead workplace discussion
MODULE CONTENTS:
LO1 Communicating information about workplace processes
1.1 Introduction basic communication skill
1.1.1 Nature of communication
1.1.1.1 What is communication
1.1.1.2 Social communication
1.1.1.3 Business communication
1.1.1.4 Methods of communication
1.1.1.5 Types and characteristics of communication
1.2 Selecting appropriate communication method based on work place guideline.
1.3 Communicating multiple operations involving several topics area accordingly.
1.4 Use questions to gain extra information
1.5 Identifying sources of information correctly
1.6 Organizing selected Information correctly
1.7 Verbal and written reporting is undertaken when required
1.8 Maintaining communication skills in all situations
LO2 Leading workplace discussion
2.1 Requiring and providing response to workplace issues immediately
2.2 Making Constructive contributions to workplace discussions on such issues as production, quality
and safety
2.3 Communicating goals/objectives and action plan which undertakes in the workplace
LO3 Identifying and communicating issues arising in the workplace
3.1 Identifying issues and problems as they arise
3.2 Organizing coherently information regarding problems and issues to ensure clear and effective
communication
3.3 Initiating dialogue with appropriate staff/personnel
3.4 Raising communication problems and issues as they arise
LEARNING STRATEGY AND METHODS:

LEARNING STRATEGIES
 Learner cantered
 Flexible
 Off and on-job training integrated
 Consideration of both individual and group based practices / exercises
 Holistic project
LEARNING METHODS
 Lecture/presentation/demonstration
 Lab practice
 Tutorials
 Discussion
 Assignments
 Co-operative
MODULE ASSESSMENT:
Assessment of the module should be based on the evaluation of the attainment of the learning outcomes
with the reference to the performance criteria indicated in the respective EOS for the occupation.
 Assessment Methods and Schedules
 Methods
o Continuous assessment (test, group work, etc)
o Quiz
o Assignment
o Mid exam
o Project work
o Final exam
 Schedules
o Mid exam
o Final exam
o Project work
 Assessment conditions
o Classroom
o Home environment
o Work place
o Demonstration room
 Oral questioning
 Written test
Assessment Criteria
LO 1 Communicate information about workplace processes
 Appropriate communication method is selected
 Multiple operations involving several topics areas are communicated accordingly
 Questions are used to gain extra information
 Correct sources of information are identified
 Information is selected and organized correctly
 Verbal and written reporting is undertaken when required
 Communication skills are maintained in all situations
LO 2 Lead workplace discussion
 Response to workplace issues are sought
 Response to workplace issues are provided immediately
 Constructive contributions are made to workplace discussions on such issues as production,

quality and safety

 Goals/objectives and action plan undertaken in the workplace are communicated.
LO 3 Identify and communicate issues arising in the workplace
 Issues and problems are identified as they arise
 Information regarding problems and issues are organized coherently to ensure clear and
effective communication
 Dialogue is initiated with appropriate personnel
 Communication problems and issues are raised as they arise
LEVEL III Logo of TVET Provider

MODULE TITLE: Improving Business Practice
MODULE CODE: ICT HNS3 13 08 11
NOMINAL DURATION: 45 Hours
MODULE DESCRIPTION: This unit covers the skills, knowledge and attitudes
required in promoting, improving, monitoring and growing business operations. It
includes diagnosing and benchmarking of business.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1: Diagnose the business
LO2: Benchmark the business
LO3: Develop plans to improve business performance
LO4: Develop marketing and promotional plans
LO5: Develop business growth plans
LO6: Implement and monitor plans
MODULE CONTENTS
LO1: Diagnose the business (6 Hrs)
1.1 Determining and acquiring data required for diagnosis
1.2 Determining competitive advantage of the business
1.3 Undertaking SWOT analysis
LO2: Benchmark the business (5 Hrs)
2.1 Meaning of benchmarking data
2.2 Identifying sources of benchmarking data
2.3 Identifying methods of selecting benchmarking indicators
2.4 Selecting relevant key benchmarking indicators
2.5 Comparing own practice/performance and benchmarked indicators
2.6 Identifying areas of improvement
LO3: Develop plans to improve business performance (6 Hrs)
3.1. Listing required improvements for business performance
3.2 Determining cost-benefits ratios for required improvements
3.3. Determining work flow changes for required improvements
3.4 Ranking proposed improvements for business performance
3.5 Developing action plan for business improvements
3.6 Checking organizational structures for business improvements
LO4: Develop marketing and promotional plans (10 Hrs)
4.1 Reviewing practical mission and vision, objective statement
4.2 Identifying target markets
4.3 Obtaining market research data
4.4 Obtaining competitor analysis
4.5 Developing market position
4.6 Developing practical brand, labeling and packaging
4.7 Selecting and developing promotional tools
LO5: Develop business growth plans (13 Hrs)

5.1Meaning and importance of strategic plan
5.2Developing plans to increase yield per existing client/customer
5.3Developing plans to add new clients/customers
5.4Ranking/prioritizing proposed plans
5.5Developing an action plans to implement plans

5.6Reviewing/evaluating work practices/performance

LO6: Implement and monitor plans (5 Hrs)
6.1 Developing implementation plan
6.2 Identifying indicators of success of the plan
6.3 Monitoring implementation plan
6.4 Adjusting implementation plan
LO1. Diagnose the business
1.1 Data required for diagnosis is determined and acquired
1.2 Competitive advantage of the business is determined from the data
1.3 SWOT analysis of the data is undertaken
LO2. Benchmark the business
2.1 Sources of relevant benchmarking data are identified
2.2 Key indicators for benchmarking are selected in consultation with key
stakeholders
2.3 Like indicators of own practice are compared with benchmark indicators
2.4 Areas for improvement are identified
LO3: Develop plans to improve business performance
3.1 A consolidated list of required improvements is developed
3.2 Cost-benefit ratios for required improvements are determined
3.3 Work flow changes resulting from proposed improvements are determined
3.4 Proposed improvements are ranked according to agreed criteria
3.5 An action plan to implement the top ranked improvements is developed and
agreed
3.6 Organizational structures are checked to ensure they are suitable
LO4. Develop marketing and promotional plans
4.1 The practice vision statement is reviewed
4.2 Practice objectives are developed/reviewed
4.3 Target markets are identified/refined
4.4 Market research data is obtained
4.5 Competitor analysis is obtained
4.6 Market position is developed/reviewed
4.7 Practice brand is developed
4.8 Benefits of practice/practice products/services are identified
4.9 Promotion tools are selected/developed
LO5 Develop business growth plans
5.1 Identifying planning techniques
5.2 Plans to increase yield per existing client are developed
5.3 Plans to add new clients are developed
5.4 Proposed plans are ranked according to agreed criteria
5.5 An action plan to implement the top ranked plans is developed and agreed
5.6 Practice work practices are reviewed to ensure they support growth plans
LO6. Implement and monitor plans
6.1 Implementation plan is developed in consultation with all relevant
stakeholders
6.2 Indicators of success of the plan are agreed
6.3 Implementation is monitored against agreed indicator
6.4 Implementation is adjusted as required
LEARNING METHODS:
 Discussion
 Demonstration
 Practical exercises
 Role playing
 Presentation
 Small group work
 Case study
 Projects and mini enterprises
 Brain storming
 guest speaker
 Games
 CD-ROMs
 Coaching/mentoring
 Company visit
MODULE ASSESSMENT:
 Written test
 Demonstration
 Interview
 Direct Observation with Oral Questioning
Context of Assessment:
Competency may be assessed in the work place or in a simulated work place setting.

Resource Requirements
ICT HNS3 13 08 11 Improving Business Practice

Recommended
Item Description/
Category/Item Quantity Ratio
No. Specifications (Item: Trainee)
CBLM
KAB Trainer’s made handouts
1. 25 1:1
CEFE Trainee handbooks
SYB
2. Textbooks If available 25 1:1
1. Hisrich, Understanding
Entrepreneurship
2. Thimons, New Venture
Creation
3. Gupta, Micro and Small
Business Management
4. Hailay G/Tinsae:Small
Business Management
3. Reference Books 5 1:5
5. Gilkerson, self
employment from
dream to reality
6. Woretaw Bezabih
,entrepreneurship(Amh
aric version)
Learning Facilities and

B.
Infrastructure
8 x 12m; equipped with IT
1 Demonstration room 1 1:25
facilities
2. Library Multipurpose
3. Shelves Wooden or metal 5
4 White Board 1.50 X 1.50 1
5 Cabinet Metal 1
High speed Internet
Connection
6 Internet and Virtual library 1 1:25
Recommended
E-VDO, Broad Band
1 Blank CD CD-R/RW 5 1:5
Whiteboard marker,
2 Stationery printing paper, printer
ink
3 Flash disk San disk or similar 4GB 5 1:5
 Zope card  hard card/file/classer

 local
 Flip chart  white board and
4  Marker permanent(all colors)
 Scotch
 Candy
 Chocolate
1 Samples  Business plan 5 1:5
 At least 80 GB,
2 Computer 3.4Ghz, P IV 12 1:2
 With Expandability
3 UPS  750 Volt Ampere 2
 American socket
4 Divider 6
supporter
5 Multimedia projector LCD 1 1:25
6 Printer Laser Jet 1
7 Desk jet Printer Color 1 1:25
8 Digital Camera Digital 1 1:25
9 Scanner Image and Text support 1 1:25
10 Laptop Toshiba 5 1:5
11 Photo copier Canon 1 1:25
12 Dart 5 1:5

Prepared By
NO FULL NAME Working place
1 Mingiziem Birhan Ayalew Debre Berhan PTC
2 Kefelegn Gulint Debre Berhan PTC
3 Mohammed Awol W/ro Siheen PTC
4 Husien Kassa W/ro Siheen PTC
5 Abdu Yimam W/ro Siheen PTC
6 Tewodros Bogale Kombolcha PTC
7 Selomon Dejene Kombolcha PTC
8 Seid Endris Kombolcha PTC
Edited By
1 Micheal Melaku Bahir Dar PTC
2 Misganaw Melkamu Addis Zemen Institute
3 Kedir Adege Kombolcha PTC
4 Sisay Hunegnaw Burie PTC
5 Selamyihun Kiflu Admas College (Dessie)
Revised By:
1 Netsanet Asaminew W/Ro Siheen PTC
2 Bishaw Aleminew Debre Tabor PTC
3 Hussien Kassa W/Ro Siheen PTC
4 Maximo “Tony” Nacional Kombolcha PTC
5 Sisay Tebabal Bahirdar PTC
6 Kibrebeal Getinet Debre Birhan PTC

Hard Ware & Network Servicing Level - III

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Hard Ware & Network Servicing Level - III

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Ethiopian TVET-System

Revised Model Curriculum

Hardware and Networking

The reformed TVET-System is an outcome-based system. It utilizes the needs of

In the reformed TVET-System, Curricula and Curriculum Development play an

Units of Competence are documented in a standard format that comprises:

ICT HNS3 09 0811 Conduct/Facilitate User training

1.4 Duration of the TVET-Programme

Configure and  Confirm server specification

 Identify and analyze documentation needs

Monitor Monitor  Monitor and improve workplace operations

 Plan ICT training system

 Provide team leadership

Lead  Communicate information about

Program Duration (Grand Total) 525 hours

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1.1 TVET-Program Structure

1.2 Assessment, Assessment Criteria and Assessment Scheduling

1.13 Trainer’s (Learning Facilitator’s) Profile

1.16. Licensing and regulatory requirements

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2.4 Defining and analyzing business priority

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TVET PROGRAM TITLE: Hardware and Network Servicing Level III

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3.4Running System test and recording outcomes

 System testing is run according to test plan and record outcomes.

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4.3.3 Formal feedback

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 Technical documentation is submitted to appropriate person for reviewed

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upgrades, CPU upgrades

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LO4 Solve problems and make decisions

4.2 Initiating short term actions to resolve problems

TVET PROGRAM TITLE:Hardware and Network Servicing Level III

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LO5 Preparing and delivering training on use of the modified system

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LO 5 Prepare and deliver training on use of modified system

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ICT ITS2 07 0811 : Administrating Network and Hardware Peripherals

B. Learning Facilities & Infrastructure

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ICT ITS2 06 0811 : Administrating Network and Hardware Peripherals

B. Learning Facilities & Infrastructure

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LEARNING MODULE 10 Logo of TVET Provider

TVET – PROGRAMME TITLE : Hardware and Network Servicing

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LEARNING STRATEGIES AND METHODS

 Training-, Teaching- and Learning Materials

 Budget for training operations, maintenance, repair and replacements.

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Portfolio Assessment (E.g. Certificate from training providers)

LO1: Confirm quality standards

MAIN MODULE 11 Logo of TVET Provider

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